211 Texas/United Way HELPLINE Supervisor (Weekends)

Unitedwayhouston; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

United Way of Houston is seeking a weekend HELPLINE Supervisor to oversee the 211 Texas/United Way HELPLINE on Saturdays and Sundays, ensuring coverage and high performance. The role involves coordinating staffing, guiding staff on calls across channels, and supporting quality assurance.

Collaboration with the Manager/Director of Service Delivery is essential. The ideal candidate has a sociology/psychology background, 4+ years in social services or I&R call centers, and strong Excel/Power BI

Qualifications

• Bachelor's degree in sociology, psychology, or related field from an accredited university is preferred.
• Four+ years in social services or information and referral call center environments with three+ years in supervisory roles.
• Demonstrated ability to lead, train, and coach teams.
• Certification for I&R Specialist or Resource Specialist through Inform USA when eligible.
• Knowledge of community resources and telephony systems; advanced Excel and data manipulation skills.
• Knowledge of Power BI or other data visualization tools.

Responsibilities

• Serve as weekend supervisor for the 211 Texas/United Way HELPLINE (Sat–Sun).
• Oversee staff scheduling to ensure proper coverage and escalate issues to management.
• Coach staff on call handling, emails, texts, and chat per standards.
• Monitor calls for quality assurance and support performance meetings.
• Assist with disaster response and special projects as assigned.

Skills

Leadership

Staff scheduling

Excel

Power BI

Data analysis

Communication skills

Call center operations

IR knowledge

Confidential information handling

Problem solving

Education

Bachelor's degree in sociology/psychology or related field

Tools

Power BI

Call center software

Job description

## Description### We are hiring for weekend coverage on **Saturdays and Sundays**, for both the **day shift (7 AM–7 PM)** and 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.## Qualifications### **EDUCATION:**Bachelor's degree in sociology, psychology, or related field from an accredited university is preferred. ### **EXPERIENCE:*** Four (4) or more years of experience in social services or information and referral call center environments, in which three (3) or more years at supervisory or team lead level.* Demonstrated ability to effectively lead, train and/or coach teams.* Certification for I&R Specialist or Resource Specialist through Inform USA when eligible.* Demonstrated knowledge of community resources.* Familiarity with telephony systems, call center technology and vocabulary.* Excellent communication skills, both written and verbal, are critical.* Extensive understanding of manpower planning and scheduling concepts.* Effective listening skills; ability to analyze and problem solve with co-workers and clients.* Demonstrated ability to organize and prioritize workloads and to meet deadlines.* Strong orientation to detail, excellent organizational and documentation skills.* Advanced Excel, data manipulation and transformation skills.* Knowledge in Power BI or other data visualization tools.* Ability to manage confidential information.* Fosters a workable, effective and productive relationship with other staff, administration, agency and community personnel and volunteers.### **CERTIFICATION/LICENSES:**CRS or CRS-D is required