Employment Opportunities at United Way Capital Area

Quality and Special Projects Coordinator

EDUCATION AND EXPERIENCE REQUIREMENTS
Bachelor’s degree required, Master’s degree preferred. Three years experience in social service project management, grant/contract support, technical writing, reporting, and training development. Experience working in a call center environment a plus. Knowledge of local social service delivery system strongly preferred. Experience using MS Office to develop and coordinate training.

SKILL REQUIREMENTS
Excellent writing and editing skills. Excellent communication and presentation skills. Strong internal/external customer service skills required. Ability to be detail-oriented and manage multiple priorities and to meet deadlines in a fast-paced environment. Ability to work well with diverse populations and in a team environment. Experienced in MS Office, including Excel, and experience using presentation software, such as PowerPoint.

JOB PURPOSE AND SCOPE
Responsible for maintaining quality of the 2-1-1 program and oversight of special projects. This position, in coordination with management staff, ensures that staff have the tools and knowledge needed to offer consistent, high quality service to 2-1-1 callers. Brings detailed information to staff in an organized and engaging fashion, provides lead role in 2-1-1 accreditation through reporting processes and provides recommendations in identifying training opportunities.

ESSENTIAL FUNCTIONS
Under the supervision of the Director or Senior Manager, this individual will:

• Oversee and provide information coordination for special projects. For example: Community Tax Centers and Texas Military Families.
• Assist Director in oversight of contracts and grants, including contract with 2-1-1 Texas Information and Referral Network, HHSC.
• In collaboration with Helpline Management, oversee quality monitoring of Information and Referral staff.
• Maintain and assist producing monthly, quarterly and yearly reports on staff performance, call center performace and general trends based on goal metrics (Service Levels, Call Volume, Abandonment Rates, Average Hold Times, etc.).
• Coordinates 2-1-1 reporting including, 2-1-1 Performance Reports, semi-annual Community Needs and Trends Reports, internal board reports, and ad-hoc community needs reports upon request from community stakeholders and TIRN. Works to align reporting and trend analysis with United Way and other stakeholders.
• Maintain Training Documentation and Materials:
  • Review AIRS Accreditation requirements to assess compliance; revise materials and implement procedures accordingly
  • Identify opportunities to develop and/or recommend procedures or policies around training, quality management or operations
  • Develop and review policies, procedures, and training materials for program and staff.
• Responsible for special initiative and training documentation to ensure AIRS compliance.
  • Revise and maintain Training Manual and Module, as well as develop new hire training materials in compliance with AIRS standards.
  • Develop training evaluation methods.
  • Conducts subject matter and special initiative training and provides support to Senior I & R specialists with new hire training.
• Perform other duties as assigned by the 2-1-1 Director.

Salary is commensurate with skills and experience. To apply, please send cover letter and resume to humanresources@unitedwaycapitalarea.org. No phone calls, please. EOE.

Information Services Specialist

Reports to: Director of Pledge Processing
Employee Type: Full-time

EDUCATION & EXPERIENCE PREFERENCES
College degree preferred and minimum of two years experience in related database work and project management.

SKILL REQUIREMENTS
Ability to manage priorities and to meet deadlines in a fast-paced and often changing environment.  Must be self-motivated, self confident, results-oriented and maintain high moral and ethical standards. Systems thinker.  Excellent communication skills and internal/external customer service skills required.  Ability to work well with diverse populations in a team environment.  Computer literate in MS Office, especially with Excel. Basic knowledge of database functionalities.

JOB PURPOSE & SCOPE
In coordination with the other staff of the Information Service Department, assist United Way in fulfilling its mission of linking philanthropy and volunteerism
to create a stronger and more caring community by providing reliable and accurate data.

ESSENTIAL FUNCTIONS
Under the direction of the Director of Pledge Processing this individual will:

• Ensure efficient and accurate donation processing including but not limited to the following:
  -Non-Managed Campaigns
  -Direct Mail
  -Online Donations
  -Special Events
  -Sponsorships
  - Individual Donations
  
• Lead the set-up and creation of  the process, procedures, and customer support for Agency Reporting using the online tool via the donor database
  
• Lead the set-up and creation of  the process, procedures, and customer support for the Patriot Act Compliance Survey using the online tool via the donor database.
• Ensure data integrity thru regular audit procedures, record de-duplication and data scrubbing.
• Provide data entry, both manual and automated.
• Maintenace of Pledge Processing Map and attachements.
• Assist IS with the audit of pledge data entry.
• Recognize and recommend improvements in current standards and processes then assist with implementation of system changes.
• Provide training to staff as needed.
• Participate in various cross-departmental administrative teams, as requested.

EQUIPMENT USED

• Personal computer and printer(s)
• Copier(s)
• Shredder
• Telephone
• Facsimile machine

PHYSICAL ACTIVITIES
Must be able to sit for long periods of time to accomplish duties and to stand for limited periods of time.  Must be able to deliver and retrieve daily work to/from various departments within the building, during various times of day (20 pounds maximum).  May be periodically required to travel locally to attend meetings and training, or to run errands outside of the office.

WORKING RELATIONSHIPS
This position has a high level of interaction with all United Way departments.  Maintaining positive relationships with both internal and external customers is critical.

NOTICE
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Contractors will be required to follow any other job-related instructions and to perform any other job related duties requested by their supervisors.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Regular attendance is required in this job.

Salary is commensurate with skills and experience. To apply, please send cover letter and resume to humanresources@unitedwaycapitalarea.org. No phone calls, please. EOE.

Operations Specialist

Reports to: VP, Resource Development
Employee Type: Full-time

OVERVIEW
As a member of the resource development team, this position is responsible for assisting the Vice President of Resource Development in executing the organization’s multi-year development strategy in alignment with the strategic plan. This will be accomplished primarily through creating, driving and executing department operations, processes, and providing the support that will ensure positive experiences for donors, strengthen donor relationships, and drive fundraising strategies. Working collaboratively throughout the organization, this position tracks progress toward revenue goals; analyzes data and provides campaign and donor reporting; conducts research; partners with Marketing, Finance and Information Services to manage electronic campaigns; assists in the execution of special projects; participates in the budget process and oversees the execution of corporate sponsorship and in-kind gift benefits. In addition, this position develops and executes campaign programs and events such as Employee Campaign Coordinator training, Campaign Associate program and United Way Speakers Bureau. This is primarily an internal position and is not assigned a portfolio of campaigns or donors.

EDUCATION & EXPERIENCE REQUIREMENTS :

• Undergraduate degree required
• Minimum five years of non-profit experience in fundraising or development operations, supervisory experience preferred.

SKILL REQUIREMENTS

• Demonstrated success in independently applying a broad knowledge of effective development practices and principles to develop and implement key campaign programs and support
• Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced, changing environment with accuracy and commitment to high standards of quality
• Excellent interpersonal, verbal and written communication skills and internal/external customer service skills required
• Self-motivated and team-oriented individual with the ability to drive results across departments
• Must be able to establish and develop strong relationships with departmental leaders and champion teamwork
• Ability to work well with diverse populations and in a team environment both inside and outside of the building
• Must be proactive and strive for continuous improvement
• Proficient in MS Office use; significant Excel and database expertise

ESSENTIAL FUNCTIONS
Data Management

• Evaluate, set standards and monitor all processes that influence the quality of services to donors e.g. correspondence, reporting of financial information, communications, gift acknowledgement, recording of donor data, recognition, stewardship, etc.
• Partner with Finance and IS to identify key database issues and implement solutions for accurately tracking records, projections, campaign management activity and pledges in Andar database using best practices.
• Serve as primary liaison to Finance department in ensuring that issues relating to gift processing, progress reporting, and campaign management activity are resolved. Collaborate to ensure that the information needed for reporting progress is accessible and accurate.
• Track campaign progress; analyze data related to development program’s costs and benefits.
• Design campaign tracking tools, track annual campaign progress and year-to-year comparisons and translate outcomes into a variety of reports that may be used for presentation at staff, board and campaign cabinet meetings.
• Work in partnership with Vice President of Resource Development and other team members on the strategic goal setting process for the annual campaign.
• Monitor campaign status, including accurate pledge information and forecasting.

Program Management:

• Lead the development of campaign programs such as Campaign Associate program, United Way Speakers Bureau, and Employee Campaign Coordinator training.
• Project manage the development of electronic pledge platforms Truist and e-pledge including marketing messaging, data imports/exports, and implementation for employee campaigns.
• Provide support to new business development opportunities and direct line of support to Development Officers.
• Oversee operations related to pledge processing, donor acknowledgements and other donor relations programs.
• Serve as Resource Development representative within cross-functional teams designed to support key events and task forces convened to address special issues.
• Monitor annual calendar that includes key dates and deadlines for the campaign, preparation of annual work plans, revenue forecast, performance reviews, and other departmental needs.
• Provide leadership for planning meetings and retreats.

EQUIPMENT USED

• Personal computer and printer(s)
• Copier(s)
• Shredder
• Telephone
• Facsimile machine
• Postage machine

PHYSICAL ACTIVITIES
Must be able to deliver and retrieve materials to/from other departments within the building throughout the workday and to meetings outside the office - 20 pounds maximum. Must drive own vehicle to appointments and meetings outside office. Requires occasional travel by air or auto..

WORKING RELATIONSHIPS
This position has a high level of interaction with all United Way departments.  Maintaining positive relationships with both internal and external customers is critical.

NOTICE
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Contractors will be required to follow any other job-related instructions and to perform any other job related duties requested by their supervisors.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Regular attendance is required in this job.

Salary is commensurate with skills and experience. To apply, please send cover letter and resume to humanresources@unitedwaycapitalarea.org. No phone calls, please. EOE.