Manager, Information and Referral

The Manager supervises and supports a team of Information & Referral Specialists who answer incoming calls to the 211 Texas/United Way HELPLINE. The Manager is primarily responsible for providing monthly call monitoring, on-going feedback, and performance evaluations. Trains staff on how to answer calls or respond to other channels (email, text, or chat).

Answers 211 calls (min. 5 hours/week) to maintain familiarity with current caller issues and concerns. Assists Specialists with difficult calls. Oversees staff scheduling to ensure proper coverage at all times. Serves as on-call supervisor after hours and weekends on an alternating basis. Ensures that qualified staff are prepared to pass the Inform USA certification examination.

Work is carried out in a call center environment.