Main Areas of Responsibility:
Under the direction of the Senior Director of Community Impact, the 211 Help Line Manager will support the work of Community Impact through serving individuals within our central New Mexico community who utilize the 211-referral line to access community resources. Ensure high quality of 211 service by utilizing quality assurance monitoring system, employee coaching, and data analysis.
Additional Areas of Responsibility:
Work to strengthen the disaster response and recovery services of 211 throughout the 9-county service area.
Act as manager and technical support to the NICE In Contact phone system and iCarol resource database technologies.
Utilize 211 call data to inform decisions regarding how to increase capacity to better meet caller needs, including 211 hours of operation, etc.
High School Diploma
Data entry and analytics
Customer service skills
Must possess a valid driver’s license and reliable transportation and have the ability to work an occasional weekend event.
$55,000 - $65,000 salary per year, 35 hours per week FTE (Full Time Employee)