Volunteer & Information Center

Job Description

Job Title: Vice President of Program Development Responsible to: President Responsibilities: The Vice President of Program Development is responsible for developing program opportunities for the call center including a coordinated intake network, expansion of the 211 system and the overall operations of the call center.

A. Develop 211 program opportunities for growth 1. Expand 211services to additional communities in South Dakota. 2. Work with President to create MOU’s and strategic relationships with government and non-profit organizations to build sustainability. 3. Provide community leadership for public communication regarding 211. 4. Build 211 texting service.

B. Oversee proposed coordinated community intake network 1. Oversee development and implementation of the network. 2. Provide guidance and supervision to the Project Network Coordinator. 3. Oversee partner agency adherence to policies and procedures and that competencies are maintained and exceeded. 4. Develop call center procedures for implementation of the network.

C. Sustain positive relationships with current 211 communities 1. Provide reporting of 211 outcomes and maintain an open communication with contacts in rural 211 communities. 2. Coordinate the promotion and marketing of 211 in rural communities with the Development Director.

D. Oversee all operations of the call center and related programs 1. Build and foster a highly effective team environment, with emphasis on accountability and positive working relationships. 2. Work with the Technology Manager on reporting call center outcomes. Review and analyze reports regarding performance, including productivity, quality, service and adherence performance. Build a quality performance plan. 3. Create and maintain operational policies and procedures. 4. Ensure that the quality indicators for contractual agreements, strategic plans and the AIRS standards are met. Make recommendations to the President on potential new contracts. 5. In collaboration with the Call Center Director, ensure 24 hour coverage is maintained in call center at all times. Participate in on-call rotation. 6. In coordination with the Suicide and Crisis Support Director, ensure suicide prevention and crisis calls are appropriately handled meeting AAS/NSPL standards.

D:\Docs\2018-05-04\0544b47ca9bf5c99e956324faa65692f.doc 7. Oversee the 211 database and supervise the Database Coordinator. i. Ensure database is continually updated and processes are in place to maintain, enhance and grow database. ii. Ensure directories/lists are maintained or developed to provide resources to the general public. 8. Ensure the agency is positioned to mitigate and respond to community disasters, and emergencies in areas served by 211. i. Ensure staff is well trained and procedures are established to ensure 211 will operate and provide community leadership during disasters. ii. Coordinate 211 services with statewide emergency management resources to ensure callers are served.

E. Agency Operations 1. Serve in the role of President of the Helpline Center as requested or when the President is on vacation or unavailable due to health concerns. 2. Attend leadership and individual meetings with the President. 3. Assist with financial management, securing of funding and United Way funding. 4. Work with the President to build and maintain a balanced operating budget for the call center operations. 5. Coordinate with the President and leadership staff on emerging issues and community trends. 6. Submit required reports and communication documents to the President.

F. Professionalism 1. Support and carry out the mission of the agency. 2. Follow agency policies, including personnel and programmatic. 3. Participate in the agency, demonstrate team participation and a work place philosophy that enriches staff’s ability to reach goals and provide a high level of customer service. 4. Develop professional and personal growth through opportunities and involvement. 5. Interact closely with other agency leadership and President to facilitate agency-wide cooperation, coordination and communication.

G. Additional Duties a. At times, staff will be required to perform additional duties beyond those specified.

Qualifications: BS/BA with 5 -10 years of experience with combination of supervision and program management. Experience in program development and management. Passion for community and human services necessary. Demonstrated skills in written and verbal communication, along with excellent listening skills. Excellent initiative, organizational skills, flexibility, and desire to assist people. Offers of employment are contingent upon acceptable criminal background check.

Hours: Exempt FT position. Office hours, 8 a.m.-5 p.m. or as required. Updated: May 2015

Employee Signature Date

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Supervisor Signature Date

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