Assistant Director of Housing Operations

2 months ago

Manchester, United Kingdom Granite United Way Full time
About the Role

Granite United Way is seeking a highly skilled and experienced professional to serve as the Assistant Director of 211 NH, a 24/7 helpline providing information and referral services to individuals in need. As a key member of the management team, the successful candidate will be responsible for overseeing the day-to-day operations of the helpline, including staff supervision, quality assurance, and strategic planning.

Key Responsibilities
  • Staff Supervision: Serve as the direct supervisor to the Information & Referral Specialist team, managing performance, quality, scheduling, and coverage.
  • Quality Assurance: Work with the Director to develop, refine, and implement Standard Operating Procedures (SOPs), policies, training regimens, and quality assurance measures.
  • Strategic Planning: Collaborate with the Director and Resource Database staff to integrate new resources and technologies into Information & Referral processes.
  • Performance Evaluation: Evaluate employee performance and quality assurance, identifying coaching opportunities, planning training, and delegating tasks to improve competencies and quality.
  • Community Engagement: Engage in outreach, represent Granite United Way/211 to the public and external stakeholders, and build relationships with key partners to strengthen community presence and service impact.
  • Operational Management: Provide off-hours management coverage on a rotating basis to address urgent situations after business hours, and work with the Director to ensure 211 NH operates 24/7.
Requirements
  • Education: Bachelor's degree or a minimum 5 years' experience in a nonprofit, call center, state agency, or other applicable environment.
  • Experience: Supervisory experience, with a proven track record of managing teams and improving performance.
  • Skills: Excellent communication and relationship-building skills, with the ability to listen, facilitate, and present effectively.
  • Certifications: Inform USA Certification or the ability to obtain certification within one year of employment start date.
  • Technical Skills: Proficient in Microsoft Office and databases, with the ability to learn new technologies quickly.
About Granite United Way

Granite United Way is a nonprofit organization dedicated to promoting equity, creating opportunity, and improving lives in New Hampshire. We strengthen families and communities by taking on systematic challenges and increasing access to basic needs. Our mission is to empower individuals and families to achieve their full potential, and we are committed to creating a more just and equitable society.

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