Manager of Information & Referral Services

HandsOn Central Ohio

REPORTS TO: Senior Director of Strategy & Innovation
DEPARTMENT: Community Insights
STATUS: Full-Time, Non-Exempt
REVISED: March 9, 2017

SUMMARY:
As a member of the senior management team, this position is responsible for managing the day-to-day operations of the 24 hour Information and Referral call center, as well as providing supervision and management to all program staff. The successful candidate will have strong leadership and people management skills to build a strong effective team.
DIRECT REPORTS: 10-20

ESSENTIAL COMPETENCIES, RESPONSIBILITIES, AND DUTIES
CORE COMPETENCIES:
 Adaptive learner and professional flexibility
 Strong analytical, problem solving and decision making skills
 Clear and concise communicator
 Provider of timely, accurate and meaningful information
 Effective planner and project manager

MANAGEMENT:
 Develop strong relationships with key funders and partners
 Responsible for the monitoring and continuous improvement of operational targets and call center key       performance indicators (KPIs)
 Responsible for developing a monthly staffing schedule that will optimize call center performance and minimize gaps in service
 Develop training materials, goals and measurements and ongoing professional development of call center specialists
 Work in conjunction with the Sr. Director of Strategy & Innovation and Human Resources to determine staffing needs and to effectively recruit and hire as needed.
 Collaborate with the Sr. Director of Strategy & Innovation to develop the design, structure and implementation for new programs
 Collaborate with the Sr. Director of Strategy & Innovation to insure an efficient delivery system within the call center
 Work with the Sr. Director of Finance & Grant Administration in fulfilling all grant reporting requirements in accordance with contract terms
 Organize bi-monthly staff meetings and trainings
 Represent HandsOn at community, funder and partner meetings
 Assist call center specialists in conflict resolution
 Prepare and assure the quality of monthly data analytics
 Track and resolve customer complaints
 Share 24 hour 365 day on-call duties with Sr. Director of Strategy & Innovation and other managers, if applicable
 Monitor technology issues and reports them to Sr. Director of Strategy & Innovation and IT Director
 All other duties as assigned

SKILLS, KNOWLEDGE & ABILITIES:
 Ability to lead, develop and coach teams and individuals
 Ability to problem solve and formulate resolutions
 Ability to be forward thinking, innovative and data driven
 Ability to influence others and create a positive working environment
 Ability to provide ongoing training and staff development
 Ability to engage with members of the leadership team in a collaborative way

QUALIFICATIONS:
 Requires a minimum of a B.A. degree in a human service field
 1 -2 years in a leadership or supervisory role

Please APPLY FOR JOB below by submitting cover letter, resume and three references no later than Sunday, March 26, 2017:

ATTN: Human Resources

HandsOn Central Ohio is an Equal Opportunity Employer
Unfortunately, because of the volume of applicants we receive, we aren’t able to give status updates.

No phone calls or emails please.

To apply for this job email your details to hr@handsoncentralohio.org

Apply using webmail: Gmail / AOL / Yahoo / Outlook

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