211 Manager


Salary: $60,320/year


Manage the day-to-day operation of 211, including 211 Supervisor team, and all other staff and basic systems—to ensure that quality service is provided to all contacts in alignment with contract standards and agreements.

Currently working from home temporarily due to Covid, however employees will be expected to work at their assigned worksite in Ventura County as needed or when we are able to return to offices.


  1. Ensure contracted standards and agreements are executed and met amongst 211 team.
  2. Collaborate with Supervisor(s) to maintain high quality amongst team.
  3. Experience developing complex staffing and scheduling processes, preferably in a 24/7 program.
  4. Must be able to quickly assess a situation and act appropriately: including disciplinary action, devising comprehensive improvement plans related to staff quality and performance.
  5. Complete projects with quick turnaround time.
  6. Serve as a liaison, maintaining a high level of communication and accountability between contracted agencies and 2-1-1.
  7. Appropriately interact with private, corporate, and public agencies in a positive and collaborative manner, even in challenging situations.
  8. Develop and implement plan for disaster-related 211 services in multiple counties.
  9. Support 211 work during disaster, including coordinating reporting, developing automated text campaigns, and providing a continuous feedback loop related to unmet needs and rumor control.
  10. Assist clients in a timely manner.
  11. Assist staff in a timely manner regarding technical, scheduling, and work-related needs.
  12. Collect and evaluate data to assess level of quality and productivity and develop recommendations for improvement.
  13. Design and prepare required reporting.
  14. 24/7 on call responsibilities.
  15. Stand in for 2-1-1 Associate Director when necessary.
  16. Other duties as assigned.


  1. Successful background and criminal clearance required and maintained, including but not limited to California Department of Justice (DOJ), Federal Bureau of Investigation – FBI, Child Abuse Index and Department of Motor Vehicles (DMV).
  2. Proof of a valid California Driver’s License, reliable transportation, proof of automobile insurance (listed as covered), pass and maintain driving approval as required by our insurer.
  3. Bachelor’s degree in related social services or health field, or equivalent experience.
  4. 2 years in supervision or management overseeing social services program, preferably in a call center.
  5. Bilingual (English/Spanish) strongly preferred.
  6. 3-5 years customer service experience, preferably in phone service environment.
  7. Familiarity with social service systems, benefits eligibility and application process strongly preferred.
  8. Strong communication skills, written and verbal, and the ability to work well with internal and external partners.
  9. Strong organization skills, including the ability to handle complex tasks and assist others to organize complex tasks.
  10. Must be comfortable with computer and phone work.
  11. Experience leading multiple projects.
  12. Strong interpersonal and team building skills.
  13. Obtain and maintain AIRS certification within 1 year of eligibility.





To apply for this job email your details to hrstaff@icfs.org

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