211 Community Partner Outreach Manager

Description:

United Way of the Bluegrass (UWBG) works to create the opportunity for all members of our community to have a better life. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. The work of UWBG focuses on strategic initiatives, public education, advocacy, outcomes and evaluation, development, and strengthening of partnerships/collaborations, convening, resource mobilization and investment as well as backbone and engagement strategies and activities. We bring together the voices, the expertise, and the resources to define, articulate and implement a common agenda for change for our region. That is what it means to "Live United" in Central Kentucky.

POSITION

The 211 Community Partner Outreach Manager (Kynect Manager) will provide guidance and direct supervision to six 211 Community Outreach Specialist throughout the state of Kentucky. The Kynect Manager will be responsible for developing, implementing, and maintaining programs and services that are aligned with the KYNECT contract and objectives of the department and the organization. This position will develop and implement a system to evaluate the effectiveness of the programs and services set by the grant to increase 211 Contact Center and network capacity to serve as the telephonic support for all residents in the United Way of the Bluegrass 211 coverage area accessing Kynect Resources in coordination with the Cabinet for Health & Family Services, and all organizations onboarding to support those residents. This position requires travel throughout the region as necessary to support the Kynect Resource Specialist when seeking to establish business-to-business relationships by networking with community providers and creating a referral network where clients are referred by UWBG 211 navigators to community partners in their area. The Kynect Manager will build and maintain relationships with community partners to leverage resources and improve services. Due to the occasional travel requirement of this position, the ideal candidate must be a resident of Kentucky with reliable transportation to be considered.

ESSENTIAL FUNCTIONS

Staff Management

• Supervise, coach and mentor the resource center staff to ensure excellent performance and productivity.
• Monitor staff schedules and workload distribution to ensure adequate coverage.
• Respond to escalations as needed.

Service Coordination

• Develop, implement, and maintain programs and services that are aligned with our KYNECT contract and objectives of the department and the organization.
• Oversee KYNECT service delivery, including community partnerships, client referral services, and client advocacy.
• Ensure timely and accurate documentation of all services provided.
• Maintain KYNECT contract compliance as assigned.
• Provide proactive outreach and reactive response to direct community partners to Kynect Resources, assist with submitting the partner request form, accepting their site, assist with questions related to the onboarding process and assist with directing the community partner to online training materials.
• Develop new community resources using various research and collection methods including internet, survey forms, brochures and/or direct contact with service agency representatives.

Community Partnerships

• Collaborate with KYNECT stakeholders to identify data needs and develop solutions to meet those needs.
• Build and maintain relationships with community partners to leverage resources and improve services.
• Attend KYNECT community meetings and events to represent KYNECT resources center and identify opportunities for collaboration and growth.
• Train/assist community partners with logging in to manage referrals and closing referrals-including backlogged referrals based on the specific need of the partner as needed.
• Participate in resource development efforts as requested.

Program Evaluation

• Develop and maintain in-depth knowledge of the database system including but not limited to data entry, reporting, system maintenance, etc.
• Develop and implement a system to evaluate the effectiveness of programs and services as directed by the Director.
• Use evaluation data and methods to continuously improve KYNECT programs, client referrals and services.
• Guide department Standard Operation Procedures (SOP) implantation scope designated by the 211 Director.
• Collect, analyze, and interpret KYNECT Resource data to identify trends, patterns, and insights.
• Maintain knowledge and understanding of community resources, including information from the database and daily updates via Intranet and written resources.
• Maintain knowledge of all telephone and contact center equipment and software.
• Have comprehensive knowledge of the taxonomy system used for the resource database.
• Complete other projects/tasks as assigned.

SUPERVISORY RESPONSIBILITIES

Yes

CORE UNITED WAY COMPETENCIES

MISSION-FOCUSED - A top priority is to create real social change that leads to better lives and healthier communities. This competency drives performance and professional motivation.

RELATIONSHIP ORIENTED - Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.

COLLABORATOR - Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.

RESULTS-DRIVEN - Dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.

BRAND STEWARD - A steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

COMMUNITY IMPACT COMPETENCIES

• Drive for Stakeholder Success
• Effective Communication
• Adaptability and Change Management
• Cross-Functional Capability and Collaboration

Requirements:

QUALIFICATIONS

• Bachelor’s Degree in applicable field (e.g., business, communications, nonprofit management, etc.) OR work experience equivalent required.
• 5 years of experience in human services or a related field preferred.
• 3 years in a community partnership agreement and/or project management preferred.
• Strong leadership, communication, and interpersonal skills.
• Knowledge of local and national human service resources and best practices.
• Experience in KYNECT program development and evaluation preferred.
• Ability to work collaboratively with staff, community partners, and clients from diverse backgrounds virtually.
• Excellent strategic thinking and problem-solving skills, with attention to detail and follow through.
• Achievement oriented; shows initiative and enthusiasm while demonstrating uncompromising responsibility, courage, and self-confidence, even in the face of difficulties.
• Proficient with Google and Microsoft Suites.
• Strong organizational skills, with ability to manage multiple projects simultaneously, and to work calmly under the pressure of competing priorities and deadlines.
• Track record of being highly adaptable to working with changing priorities.
• High energy, personal initiative, and passion for the work.
• Operates effectively as a highly self-motivated independent contributor, as well as a team-player collaborating as a member of cross-functional teams.
• Good interpersonal skills, this includes excellent verbal and written presentation and influence skills.
• Ability and willingness to travel and to work evenings and weekends on occasion.
• Professionally supportive of UWBG’s mission.

REQUIRED LICENSE/REGISTRATION/CERTIFICATIONS

• A Valid Kentucky Driver’s license required.
• Proof of state minimum auto insurance required.

PHYSICAL REQUIREMENTS

The employee is regularly required to communicate clearly, in oral and written formats, with others in person, over the phone and via other devices. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, operate a computer and other standard office machinery. The employee is required to travel regularly to locations outside of UWBG facilities to set up displays and presentations in both physical and electronic forms. The employee must have the ability to lift, carry, push, and/or pull objects weighing up to 50lbs.

PRE-EMPLOYMENT SCREENING REQUIREMENTS

Any candidate offered a position may be required to pass pre-employment screenings as mandated by UWBG. These screenings may include a national background check, and Motor Vehicle Record (MVR) review.

BENEFITS

The position is full-time, exempt hourly at 37.5 hours/week. New hires are eligible for full benefits plus travel reimbursement upon the first day of work. Pay range $50,500-$56,000 annually.

This position is contingent on contract funding. This current contract is funded through June 30. 2026. We are committed to communicating about the future of the position annually.