2-1-1 Team Leader – Community Outreach

Description

ABOUT US

United Way of San Antonio and Bexar County unites the community to identify and solve our most critical issues. We are dedicated to improving people's lives and creating community-level change. Our work includes leading cross-sector collaborations, advocating for public policy changes and investing in programs that prevent problems from happening in the first place for those in need. Improving quality of life and advancing the greater good involves focusing in four impact areas: preparing children for kindergarten; empowering students to graduate and reach their full potential; helping individuals and families become self-sufficient; providing a safety net of services for those in crisis.

BENEFITS

• Employer-subsidized healthcare plan with employer-funded HRA offered.
• Group dental, vision, life insurance and other insurance products available.
• Paid holidays, personal and sick leave time.
• 403(b) retirement plan with employer matching available.

JOB SUMMARY

The 2-1-1 Team Leader – Community Outreach supports daily call center operations while leading and coordinating community outreach efforts to increase awareness, access, and utilization of 2-1-1 services. This role serves as a bridge between internal operations and the community, ensuring that outreach strategies are informed by real-time data, community needs, and service trends.

The Team Leader provides coaching and guidance to call specialists, supports quality assurance, and represents 2-1-1 in the community through presentations, events, and partnerships. This position plays a critical role in advancing UWSA’s mission by connecting individuals and families to essential resources with empathy, accuracy, and efficiency.

PRIMARY DUTIES AND RESPONSIBILITES

Call Center Operations & Team Support

• Support daily 2-1-1 operations by monitoring queues, service levels, and call flow to ensure performance targets are met.
• Provide real-time guidance, coaching, and escalation support to Information & Referral Specialists.
• Monitor staff performance, conduct call reviews, chat monitoring, and reinforce quality standards aligned with Inform USA and TIRN requirements.
• Assist in onboarding and cross-training staff to ensure consistent service delivery across programs and regions.

Community Outreach & Engagement

• Plan, coordinate, and participate in community outreach activities including presentations, resource fairs, partner meetings, and public events.
• Serve as a representative of 2-1-1, clearly communicating services, impact, and how to access support.
• Build and maintain strong relationships with community-based organizations, government partners, and other stakeholders.
• Identify opportunities to expand outreach in underserved and high-need communities using call data and trends.
• Collaborate with internal teams (e.g., marketing, community impact, disaster response) to align outreach strategies with organizational priorities.
• Support development and distribution of outreach materials (e.g., flyers, presentations, digital content).

Data, Reporting & Continuous Improvement

• Utilize call center and community data to identify trends, gaps in services, and emerging community needs.
• Track outreach activities, participation, and outcomes to evaluate effectiveness and inform future strategies.
• Provide feedback to leadership on community insights to support program development and resource alignment.
• Support special initiatives, campaigns, and disaster response outreach efforts as needed.

Additional Call Center Operations Duties

• Coordinate staff scheduling and workforce planning in collaboration with leadership to ensure adequate coverage and service level goals are met
• Monitor attendance, adherence, and compliance with organizational and departmental policies
• Lead quarterly team meetings and facilitate ongoing training in compliance with contract requirements and Inform USA Standards
• Participate in a rotating on-call leadership schedule to provide operational support and escalation management
• Support disaster response coordination through participation in planning, training, and real-time response activities
• Foster a positive team environment and motivate staff to reach individual goals.

Requirements

EDUCATION AND EXPERIENCE

• Bachelor’s degree in a related field (e.g., Social Work, Public Health, Human Services) preferred.
• High school diploma or GED required, with a minimum of two (2) years of experience in a call center, customer service, or human services environment in lieu of a degree.
• Demonstrated experience in community outreach, public speaking, or community engagement strongly preferred.
• Prior experience in a lead, mentoring, or coaching capacity preferred

WORK ENVIRONMENT

• Normal nonprofit office environment with little exposure to dust, noise and extreme temperatures.
• Extended work on personal computing equipment, telephone, multi-functioning printer and calculator.
• Reliable transportation required with the ability to travel to and from meetings, training sessions or other business-related events locally, routinely and around the state and nationally, occasionally.
• Monday-Friday, 8:15 am to 4:45 pm work week with occasional evening and weekend hours.

KNOWLEDGE, SKILLS & ABILITIES INFORMATION

• Knowledge of the nonprofit arena and the ability to develop and maintain strong relationships with clients, community partners, donors and volunteers.
• Ability to identify and build opportunities and assist in educating and mobilizing networks of individuals, associations, agencies and institutions to support UWSA’s impact agenda.
• Strong verbal and written communication skills including development of content relevant to the Impact Council for a wide variety of audiences and media.
• Professional demeanor, confident and goal oriented.
• Self-motivated and creative.
• Dynamic, authentic leadership and team building skills.
• Strong organizational skills
• Ability to manage multiple deadlines and priorities and problem-solve issues as they arise
• Strategic thinking ability.
• Demonstrated independent decision-making and problem-solving ability.
• Excellent verbal and written communication skills.
• Facilitation and presentation skills and experience.
• Knowledge of Results-Based Accountability™, preferred.
• Data utilization expertise related to community issues.
• Budget management experience.
• Committee-level volunteer management.
• Relationship management with a broad array of individuals and organizations. 
• Attention to detail in a multitasking environment.
• Proficient in Microsoft Office Suite. 
• Competent with Adobe Products Suite, preferred.