General Functions: The 211 and Disaster Response Program Manager provides strategic and operational leadership for the 211 program, ensuring high-quality, accessible information and referral services. This role oversees daily operations, staff supervision, disaster response coordination, community partnerships, data quality, and revenue diversification. The Manager represents Pikes Peak United Way (PPUW) at local, state, and national levels and ensures 211 services align with United Way Worldwide standards and INFORM USA, formerly AIRS guidelines.

PIKES PEAK UNITED WAY MISSION STATEMENT: To enhance youth success and family stability in the Pikes Peak Region by leading and lifting the most vulnerable in our community with mentorship, life resources and real job opportunities. Our signature programs and partner agencies intently focus on connecting youth and their families to resources at the beginning of their life journey to ensure access to fundamental needs of food, shelter and learning resources for all. #strongertogether

Essential Job Functions

Provide day-to-day leadership and oversight of the 211 program to ensure compliance with national standards, including UNITED WAY WORLDWIDE, INFORM USA, and alignment with organizational goals.
Manage daily call center operations across phone, text, chat, and digital platforms to ensure timely, consistent, and high-quality service delivery.
Supervise, coach, and support 211 staff, including hiring, onboarding, performance management, training, and professional development.
Ensure the accuracy and integrity of the 211-resource database and oversee quality assurance and continuous improvement in accordance with accreditation standards.
Analyze operational and service data to identify trends, gaps, and opportunities, and prepare clear, actionable reports for leadership, funders, and partners.
Build and maintain strong relationships with nonprofit, healthcare, emergency response, and government partners at the local, state, and federal levels to support coordinated service delivery.
Collaborate with statewide 211 leadership and represent Pikes Peak United Way (PPUW) at meetings, conferences, and relevant working groups.
Work collaboratively with internal United Way teams, including the Family Success Center, Community Impact, and Volunteer Engagement, to align 211 operations with broader organizational initiatives.
Participate in disaster response activation and coordination through 211, including maintaining disaster protocols, surge staffing plans, and information dissemination processes.
Proactively identify and pursue partnership and grant funding opportunities to support a diversified and sustainable revenue stream for 211 services
Support strategic planning efforts by contributing to program goals, budgets, and disaster resilience planning to ensure 211 remains current and responsive to community needs.
Manage program budgets and vendor relationships responsibly to meet operational and strategic objectives.

QUALIFICATIONS

Required

Experience managing programs operating across multiple communication channels (phone, text, chat, and digital platforms).
Demonstrate leadership and coaching skills with experience supporting staff development and performance.
Ability to build and maintain effective working relationships with nonprofit, government, and community partners.
Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities.

Preferred

Bachelor’s degree in social services, public administration, or a related field.
3–5 years of supervisory experience in a call center or human services environment.
Bilingual skills in any language(Spanish preferred).
Experience with disaster response coordination or emergency management.
Willingness to travel occasionally for meetings, conferences, or disaster response activities.

CORE COMPETENCIES for ALL UNITED WAY PROFESSIONALS

Mission Focused – Communicates effectively “the story” of the organization’s work to engage and energize donors, volunteers, advocates and all other constituents in the community.
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 – understands his/her role in growing and protecting the reputation and results of the greater network.

ENVIROMENTAL FACTORS

Business office environment: professional dress/attire expected. Physical demands of the position include prolonged sitting and/or standing, occasional lifting to 50 pounds and regular use of the computer and telephone. The position involves frequent and routine public contact and travel to outside meetings and events. Reliable transportation, valid driver’s license and verifiable automobile insurance are required. Occasional evening and weekend hours are expected.

This posting is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the position.

Pikes Peak United Way is dedicated to the principles of equal employment opportunity. It is the policy of Pikes Peak United Way to staff positions with the best-qualified people regardless of age, race, sex, color, religion, national origin, disability, genetic information or any other applicable status protected by federal, state or local law.

Job Type: Full-time

Pay: $58,000.00 - $62,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Paid time off
Retirement plan
Vision insurance

Work Location: In person

Pikes Peak United Way

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211 and Disaster Response Manager