2-1-1 Team Leader – Community Outreach

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.

• 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.

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.

• 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.

• 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).

• 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.

• 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…