211 Texas/United Way HELPLINE Supervisor (Weekends)

We are hiring for weekend coverage on Saturdays and Sundays, for the evening/night shift (7 PM–7 AM).

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.

• Answers 211 calls to maintain familiarity with current caller issues and concerns and during peak call volumes. Assists I&R Specialists with difficult calls.

• Coaches staff on how to answer calls or respond to other channels (email, text, or chat) according to professional standards and protocols.

• Assists with other duties and special projects as assigned. Other duties include disaster response.