Supervisor, Enrollment Center

San Diego, CA, United States

Description

Are you ready to be a part of an organization that strives to connect people to resources, and partner with our community to transform how people access help? Then read on:

Under the direction of the Enrollment Center Program Manager, the Supervisor is responsible for monitoring, coaching, and coordinating for the Enrollment Center Specialist staff members. The Supervisor will work collaboratively with their peers and teams to provide high-quality, person-centric service to the communities served by 2-1-1 San Diego. The Supervisor understands and models empathy, advocacy, cultural competency, and follow-up service required to help clients access the services needed to build and sustain healthy lives.

Residents of San Diego County need only apply

Sign-on bonus eligible

Make a Difference through Action

211 San Diego’s customer service experience is always evolving and improving:

Effectively communicate the company’s desired Customer Experience to staff and provide feedback and mentoring in a way that improves individual employee performance.

Provide leadership, guidance, coaching, instruction, and professional development to all Enrollment Specialists.

Promote the values and strategy of 2-1-1 San Diego while cultivating an environment of trust, teamwork, self-confidence, and ownership among EC staff.

Provide a WOW customer experience to all Enrollment Specialists by responding to requests and needs in a timely manner and with a positive service attitude.

Enrollment Specialists continue to learn and improve:

Provide positive and supportive supervisory sessions to all Enrollment Specialists to promote continued learning and development.

Provide escalation support to customers in a timely manner and/or counsel Enrollment Specialists in handling difficult customers.

Identify special projects, training, and outreach opportunities for the staff development

Customer service quality metrics are being met or exceeded:

Ensure that all contractual metrics are achieved. This includes a number of applications submitted monthly, 62% approval percentage, and the implementation of special projects.

Motivate, manage and coach staff to exceed all company performance and service level goals.

Regularly prepare and analyze reports of staff performance and call volume, utilizing results to guide decision-making and forecasting.

Address concerns and performance issues with staff immediately to ensure continued high levels of performance, documenting conversations appropriately.

Provides scheduling for Enrollment Specialists, utilizing workforce management tools to ensure appropriate staffing levels and management of time off requests and last-minute absences.

Is responsible for accurate and timely timecard submissions for the department.

All things we do are in line with our Company Values:

Engage with and contribute to the positive culture of 2-1-1 San Diego following our core values by being solution-oriented.

Assist with additional projects as needed.

Total Rewards:

We work hard to embrace diversity and inclusion and encourage everyone at 211 San Diego to bring their authentic selves to work every day. We offer a variety of perks and family-friendly benefits to all of our employees.

100% paid medical, dental, vision, and basic life for employee

Flexible Spending Accounts

15 days of Paid Time Off Annually

12 Paid Holidays

403(b), with up to 4% employer matching

Wellness Program

Employee Assistance Program

Education Reimbursement Program

Growth opportunities

Awesome and supportive culture!

Our Commitment

Our Commitment

211 San Diego is deeply committed to the principles of equity, diversity, and inclusiveness and seeks to create a pluralistic community for all staff and clients. 211 San Diego is an Affirmative Action/Equal Opportunity employer. Persons of color, women, minorities, and individuals with disabilities and veteran/military status are encouraged to apply.

Requirements

You'll be a great fit if:

Bachelor’s Degree or higher preferred. A combination of continued education beyond high school and equivalent work experience is acceptable. Coursework in psychology, sociology, human development, education, coaching, public health or business management is helpful.

A high level of emotional intelligence and self-awareness with a consistently positive attitude and desire to see the agency succeed is required.

Experience or education in the fields of social sciences and humanities such as public health, social work, human development, psychology, and/or sociology.

Knowledge of the principles of program planning and staffing.

The desire to seek learning opportunities to promote growth and professional and personal development.

Knowledge of training, coaching, and supervisory techniques.

Experience supervising and managing a team to success.

Ability to instruct, direct, assess, and evaluate employees.

Experience in the areas of teaching, training, mentoring, or coaching, and the ability to establish and maintain the trust of team members.

Experience adapting quickly to changes and being able to influence others.

Excellent written, verbal, and interpersonal communication skills required.Able to think critically, solve problems creatively, and communicate and implement solutions.

Demonstrated high level of proficiency in MS Word, Excel, and PowerPoint; a skills test may be required.

Bilingual Spanish preferred.

Other Details:

Status : Exempt, Full-Time

Department : Enrollment Center

Reports To : Manager of Enrollment Center Programs

Work Schedule : Typical schedule is 8:00 a.m. to 4:30 p.m. Monday through Friday. However, flexibility is required due to the nature of business. The schedule may be changed as needed, to include weekends and holidays. Required to be responsive and available for shifts for as much as 12 hours in length during declared emergencies to perform duties as directed by the Emergency Manager.

Technical Requirements

· Internet speed of 150 Mbps from a reliable internet provider.

· Must be directly connected to router/modem via Ethernet cable. Cannot use a wireless connection.

Physical Requirements:

· Prolonged periods of sitting at a desk, working on a computer, typing, and speaking with others.

· Repetitive motions that may include the wrists, hands, and/or fingers.

If you need assistance completing an application, please contact our team at [email protected]

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