The HELPLINE Supervisor provides oversight and support to Call Specialists and manages the dashboard for the 211 Texas/United Way HELPLINE during weekends (Saturday – Sunday). The supervisor will assist in coordinating helpline staffing to meet incoming call volumes and ensure the scheduling system is updated accordingly. This role will monitor calls for quality assurance purposes based on Inform USA service delivery standards. Responsible for providing guidance to staff, technical support, and ensuring service level standards are met. Responsible for providing information and referrals on health and human services to individuals in need of assistance via the 211 Texas/United Way HELPLINE during times of high call volume and as needed to support departmental goals.
PRINCIPAL DUTIES AND RESPONSIBILITIES:-
Serves as weekend supervisor for the 211 Texas/United Way HELPLINE. Supervises Call Specialists and oversees staff scheduling to ensure proper coverage at all times. Works closely with the Manager and/or Director of Service Delivery, as well as other Information and Referral Managers, communicating departmental status updates, issues and/or concerns.
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Answers 211 calls to maintain familiarity with current caller issues and concerns and during peak call volumes. Assists I&R Specialists with difficult calls.
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Coaches staff on how to answer calls or respond to other channels (email, text, or chat) according to professional standards and protocols.
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Assists with other duties and special projects as assigned. Other duties include disaster response.
Bachelor's degree in sociology, psychology, or related field from an accredited university is preferred.
EXPERIENCE:-
Four (4) or more years of experience in social services or information and referral call center environments, in which three (3) or more years at supervisory or team lead level.
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Demonstrated ability to effectively lead, train and/or coach teams.
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Certification for I&R Specialist or Resource Specialist through Inform USA when eligible.
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Demonstrated knowledge of community resources.
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Familiarity with telephony systems, call center technology and vocabulary.
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Excellent communication skills, both written and verbal, are critical.
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Extensive understanding of manpower planning and scheduling concepts.
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Effective listening skills; ability to analyze and problem solve with co-workers and clients.
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Demonstrated ability to organize and prioritize workloads and to meet deadlines.
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Strong orientation to detail, excellent organizational and documentation skills.
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Advanced Excel, data manipulation and transformation skills.
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Knowledge in Power BI or other data visualization tools.
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Ability to manage confidential information.
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Fosters a workable, effective and productive relationship with other staff, administration, agency and community personnel and volunteers.
CRS or CRS-D is required
Skills Required
- Available to work weekends (Saturday and Sunday) evening/night shift (7 PM - 7 AM)
- Four or more years of experience in social services or information and referral call center environments, with three or more years at supervisory or team lead level
- CRS or CRS-D certification
- Demonstrated knowledge of community resources
- Familiarity with telephony systems, call center technology and vocabulary
- Excellent written and verbal communication skills
- Extensive understanding of manpower planning and scheduling concepts
- Effective listening, problem solving, organization and prioritization skills
- Strong attention to detail and documentation skills; ability to manage confidential information
- Advanced Excel, data manipulation and transformation skills
- Knowledge in Power BI or other data visualization tools
- Certification for I&R Specialist or Resource Specialist through Inform USA when eligible
- Bachelor's degree in sociology, psychology, or related field
What We Do
United Way of Greater Houston is a nonprofit organization dedicated to creating opportunities for individuals and families to prosper. It works to improve lives and build a stronger community by providing a safety net of life-saving services for basic needs like food and shelter, while offering tools, resources, and education to help neighbors achieve long-term financial stability and self-sufficiency.
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