Senior Director of Information & Referral

Company Overview:

211 LA is a dynamic, forward-thinking organization committed to fostering a culture of innovation, inclusivity, and professional growth. As a leader in Information and Referral Services, we take pride in providing our employees with a supportive, collaborative environment where they can thrive and contribute to our company's success.

Position: Senior Director of Information and Referral - LOS ANGELES, CA (REMOTE)

Reports To: Chief Operating Officer

Department: Information and Referral 

Position Summary:

The Senior Director of Information and Referral is a senior leadership role responsible for strategic oversight and operational excellence, and continuous improvement of the organization’s information and referral services.  This includes leadership of the 211 call center operations and the Resource Department, ensuring accurate, up-to-date community resource data and high-quality service delivery to the public.

The Senior Director oversees planning, development, implementation, evaluation, and budget management for these core service areas, ensuring alignment with organizational goals, contractual requirements, and national standards.  This role works closely with executive leadership to strengthen operational systems, enhance service delivery, and ensure effective coordination across departments that support 211 services.

The Senior Director also serves as the organization's lead disaster response manager, ensuring preparedness for emergencies and directing operational response when the County activates the disaster hotline or Emergency Operations Center (EOC).  
 

Key Responsibilities and Duties:

Strategic Leadership & Planning

• Define program objectives, develop comprehensive operational plans, and set measurable goals aligned with organizational strategy.
• Collaborate with executive leadership to advance agency-wide initiatives, enhance operational efficiency, and scale service delivery.
• Identify opportunities for innovation and continuous improvement, including technology integration and service delivery improvements.

Resource Department Oversight

• Provide leadership for the Resource Director and assist with oversight of the Resource Department.
• Support the development and implementation of resource management systems, including technology tools that improve resource data quality and accessibility.
• Ensure departmental practices align with national information and referrals standards, contractual requirements, and operational needs.

Disaster Response Management

• Serve as the organization’s primary leader for disaster response operations.
• Maintain on-call availability during emergencies and disasters to support rapid operational activation upon request from the County.
• Coordinate implementation of the Countywide Emergency Hotline and disaster-related call center operations.
• Serve as the primary liaison with the County’s Office of Emergency Management and represent the organization in the County Emergency Operations Center (CEOC) or other emergency coordination structures when activated.
• Direct disaster response staffing, messaging implementation, and coordination with County partners during emergency activations.
• Lead post-disaster after-action reviews, documenting lessons learned, and implementing improvements to strengthen future emergency response operations.

Team & Departmental Management

• Oversee program directors and their teams, providing guidance, coaching, and performance management.
• Foster a positive and collaborative team culture that encourages professional development and high performance.
• Ensure alignment across program operations, call center services, care coordination programs, and technology/development teams.

Program Oversight & Implementation

• Monitor and ensure effective execution of program activities, ensuring compliance with contractual, regulatory, and organizational standards.
• Review progress toward program goals and make operational adjustments as needed.
• Oversee disaster preparedness planning and emergency response activities across programs.

Budget & Resource Management

• Develop, monitor, and manage program budgets; allocate resources effectively to maximize impact.
• Ensure financial accountability and sustainability across programs.

Evaluation, Reporting & Data Management

• Establish key performance indicators (KPIs) and track program outcomes to inform decision-making.
• Prepare reports for executive leadership, the board, funders, and other stakeholders.
• Support data-driven decision-making and program improvement initiatives.

Stakeholder Engagement & Partnerships

• Build and maintain relationships with community partners, funders, and other key stakeholders.
• Represent the organization at public events, conferences, and meetings to advance program awareness and organizational reputation.

Additional Responsibilities

• Ensure compliance with organizational policies, contractual requirements, and national standards (e.g., Inform USA).
• Lead curriculum development, training initiatives, and other programmatic learning opportunities.
• Perform other duties as assigned to support the agency’s mission, values, and strategic priorities.

• Bachelor’s degree or equivalent experience.
• Minimum 8-10 years of progressive leadership in program management, ideally in contact center operations, human services, or nonprofit environments.
• Demonstrated experience managing multiple programs, budgets, and cross-functional teams.
• Strong strategic thinking, problem-solving, and data analysis skills.
• Excellent communication, public speaking, and stakeholder engagement skills.
• Knowledge of program evaluation methodologies, compliance standards, and disaster/emergency preparedness.
• Ability to navigate complex, dynamic, and politically sensitive environments.
• Proficiency with technology and workforce management systems

Compensation: $130,000 annually

Physical Demands & Working Conditions:

The work environment characteristics described here are representative of those employees encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Location: Remote (Within the Greater Los Angeles Area)
• Requirement: This position is remote, but candidates must reside in the Los Angeles area for team meetings.
• Prolonged periods sitting at a desk.
• Ability to lift up to 20 pounds.

Benefits:

• Comprehensive health and wellness benefits
• Retirement savings plan
• Professional development opportunities
• Employee assistance program

Equal Opportunity Employer Statement

211 LA is an Equal Opportunity Employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Salary : $130,000