Assistant Operations Director
To oversee compilation, interpretation and reporting of relevant data related to operational goals; service level performance; and regulatory/contract compliance. Also fulfills assigned administrative functions primarily related to program activity and community interface.
Benefits include Health and Dental Insurance, paid time off including: vacation, sick and holidays; pension matching after one year; and additional training opportunities, as appropriate.
SPECIFIC RESPONSIBILITIES
Obtains data generated by the Resource Center’s operating system and the agency’s telephone system; monitors, evaluates and analyzes the data; and interprets the information gathered.
Provides reports for internal and external distribution and works with department level staff to identify other opportunities for report generation and/or report improvement.
Completes various identified monthly, quarterly, annual statistical reports for the community, e.g. Snapshot, Annual Perspective, etc. and for funding entities in compliance with contract requirements. Meets identified deadlines for each report.
Along with the Resource Center Manager, reviews reports generated by IRis and the telephone system to identify issues and trends.
Reviews and ensures data quality and integrity and identifies any issues, trends and/or opportunities for improvement, communicating regularly any findings to the Director of Operations and the Executive Director.
In conjunction with senior staff identifies a broad range of agency data on process and procedures, quality assurance, outcome measures, key performance indicators, etc.
Establishes mechanisms for data collection and report generation, related to agency data, working closely with the Information Technology Department
In collaboration with the Director of Operations evaluates and implements improvements in workflow based on data collected.
Evaluates individual staff and overall program performance in light of collected data and develops mechanisms for implementing data driven performance evaluation.
Represents 211 and serves on various community committees, councils, and task forces, as assigned.
As designated, oversees special projects and other duties, as assigned.
Requirements:
Individuals being considered must have the following qualities:
- College degree required (Master’s degree preferred)
- Statistic and data analysis capabilities
- Advanced writing skills
- Call Center administrative experience desirable
- Interest in Health and Human Services
Education/Training
1. Master’s degree from an accredited college or university in the human services or related field. Ten years of appropriate experience may be substituted for a Master’s Degree.
2. At least one year of experience in the human services field, preferably working with outcome development and data analysis.
3. Experience in a call center operation, preferred.
4. Successful completion of the 211 Resource Center training program.
