211 Resource & Resident Experience Manager

United Way of Greenville County; Greenville (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Job summary

United Way of Greenville County is seeking a Contact Center 211 Resource Manager to own Greenville County's 211 experience across phone, text, and web. The role focuses on accurate information, resident-centric content, and managing the network operator to deliver high-quality, accessible services for housing, food, health, and crisis support.

The ideal candidate has 3+ years in information and referral, strong vendor management skills, and a data-driven mindset to identify gaps and improve

Qualifications

• 3+ years in Information & Referral, resource navigation, or crisis-line work.
• Experience managing vendor or service-delivery performance and SLAs.
• Analytical mindset to identify gaps and improvement opportunities.
• Strong attention to detail and follow-through.
• Effective communicator and relationship-builder with partners and funders.
• Willingness to be on call during 211 disaster activations.
• Bachelor's degree in social work, human services, public administration, nonprofit management, or related field preferred.

Responsibilities

• Steward Greenville County's 211 resource information and ensure accuracy across channels.
• Own resident experience across phone, text, and web interactions with consistent, reliable content.
• Manage the contracted 211 operator relationship and performance, including SLAs and invoicing.
• Turn 211 data into community intelligence for needs assessments and planning.
• Measure cross-channel performance and report insights to leadership and funders.
• Represent UWGC in 211 conversations at state and national levels.
• Anchor 211's role in disaster response with local data sharing.
• Keep program contract- and audit-ready with proper documentation.

Skills

Info & Referral

Crisis-line work

Vendor management

Data analysis

Communication

On-call readiness

Education

Bachelor's degree (social work or related)

Job description

United Way of Greenville County is seeking a Contact Center 211 Resource Manager to own Greenville County's 211 experience across phone, text, and web. The role focuses on accurate information, resident-centric content, and managing the network operator to deliver high-quality, accessible services for housing, food, health, and crisis support.

The ideal candidate has 3+ years in information and referral, strong vendor management skills, and a data-driven mindset to identify gaps and improve