Vice President, Information, Referral & Crisis Center United Way of Northeast Florida Uniting F[...]

Company: Unitedwaynefl
Location: Jacksonville
Posted on: April 25, 2025

Job Description:

Position Title: Vice President, Information, Referral and Crisis CenterDepartment: Information, Referral, and Crisis Center of Northeast FloridaReports to: Chief Operating Officer (COO)Reviewed: April 2025 FLSA Status: ExemptVision and Mission:At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community's toughest challenges by connecting people, resources and ideas.Our Values:

• Teamwork - We work together to accomplish our goals and help each other succeed.
• Innovation - We are fearless, imaginative trailblazers.
• Mission Focused - We are passionate about our community's wellbeing and creating lasting change.
• Integrity - We are honest, transparent and act ethically to create trust.
• Excellence - We set clear, high expectations for ourselves and our work.Purpose of Position:United Way of Northeast Florida (United Way) seeks a dynamic, mission-driven, and collaborative leader to serve as Vice President of the Information, Referral and Crisis Center - a newly restructured, integrated crisis response hub that unites 211, 988, first responders, and veteran support services under one umbrella. This innovative center serves as the region's front door for individuals and families in crisis, connecting them to vital community resources and real-time support.The Vice President will lead the center's operations, strategic vision, and collaborative partnerships to create a closed-loop system of care that improves outcomes for people experiencing mental health, housing, financial, and behavioral health crises.Key Responsibilities and Essential Functions:Strategic Leadership:The Vice President, Information, Referral and Crisis Center plays a key strategic role in partnership with the Community Impact team and across the organization and clearly articulates the vision, role, scope and impact of United Way's Information, Referral, and Crisis Center portfolio of initiatives and investments. This position is a member of the executive leadership team and not only manages internal programming and investments but also plays a key role in working with funders, corporate leaders, the business community, the not-for-profit sector and the citizenry of our community to ensure that families have access to the resources needed.
• Provide leadership to initiatives that support United Way's ALICE Promise, outcomes, and goals, including 2-1-1, 988, Mission United, and any other emerging initiative related to the Information, Referral, and Crisis Center.
• Lead the strategic development and execution of United Way's Information, Referral, and Crisis Center in alignment with United Way's mission and values.
• Ensure the seamless integration of 211, 988, and veteran support services within the Information, Referral, and Crisis Center model.
• Drive performance outcomes and implement a data-informed service delivery model.
• Serve as spokesperson for the Information, Referral, and Crisis Center and represent United Way at local, state, and national forums on crisis response.
• Continuously assess, analyze, and benchmark business models within United Way network and other networks to support development and refinement of effective, innovative operations.
• In tandem with Resource Development, leverage or secure additional funding to support efforts related to Information, Referral, and Crisis Center initiatives.
• Ensure proper management of all budgets, including grants, associated with initiatives.
• Serve as point person on internal and external committees to help ensure alignment and leadership throughout NE Florida; ensure United Way is known as the go-to organization and subject matter expert in Healthy Communities.
• Develop and maintain successful community partnerships and collaborations that help to scale resources and impact.
• Maintain strong relationships with emergency responders, local governments, mental health providers, veteran organizations, and nonprofit partners.
• Convene key stakeholders to align resources and establish system-wide crisis response protocols.
• Co-lead collaborative community initiatives focused on mental health, housing stability, and crisis prevention.Operational Oversight and Program Management:
• Oversee daily operations of the Information, Referral, and Crisis Center, ensuring 24/7 service delivery that is high-quality and responsive to the needs of Northeast Florida.
• Lead the adoption and ongoing management of the Information, Referral, and Crisis Center's integrated technology platform, ensuring secure data-sharing and streamlined referrals.
• Ensure quality assurance, compliance, and continuous improvement across all service lines.
• Monitor call volumes, community needs, and workforce performance to inform staffing and resource deployment.
• Directly supervise a cross-functional team, including program directors, managers, and a data analyst.
• Provide professional development, coaching, and support to grow internal leadership capacity.
• Provide strategic input and vision to support fundraising and multi-year investment strategies in cohesion with resource development and community impact.
• Partner with the Marketing and Communications team to build awareness of the Information, Referral, and Crisis Center's services and impact.Technology, Data and Analysis:
• Experienced in utilizing technology, data systems and analysis to drive business and results.
• Responsible for developing and implementing systems that will help United Way and the broader community understand current community needs and conditions.
• Scale impact and help create a culture that understands and values data and analysis.
• Use data and analysis to lead and drive communication, engagement, advocacy and mobilization around basic needs and related issues.
• Partner with the Community Impact (CI) Team in developing the Priority Goals agenda by sharing data, analysis, trends and emerging issues.
• Identify opportunities to seed innovative approaches to basic needs.
• Create sets of, analyze, and communicate data for and to key stakeholders, internal and external, as it relates to Information, Referral, and Crisis Center and Healthy Communities work.
• Lead coalition of Basic Needs partners with goal of driving results, identifying opportunities, and developing/implementing new initiatives.Disaster Relief Efforts:
• Provide leadership internally and externally in times of crisis ensuring that all stakeholders are connected and communicate effectively during times of crisis.
• Lead mobilization efforts in partnership with United Way internal departments, key funders, organizations, grassroots community leaders, government and the faith community as liaison and leader to maximize resources and impact.
• Serve as lead staff person for United Way's disaster relief efforts including the First Coast Relief Fund.
• Serve as liaison to community's Voluntary Organizations Active in Disaster (VOAD), Northeast Florida (NEFL) Long Term Disaster Recovery groups, City of Jacksonville's Emergency Operation Center.
• Assist United Way in its communications to internal and external stakeholders of ongoing efforts.
• Ensure proper management of fiscal reporting and budgets to appropriate stakeholders.Communication:In partnership with marketing and communications ensure that a robust communication/marketing plan is developed and executed to raise awareness of community health and financial stability issues, successes, and opportunities. Provide leadership in communicating with internal and external stakeholders.Advocacy/Public Policy:Identify and monitor legislation pertaining to issues that impact United Way's community health and financial stability work; build relationships with key elected officials to help support long term efforts and to position United Way as a subject matter expert and resource.Working with Community Partners:Coordinate research and other activities with initiative partners to minimize redundancies and align strategies and actions, including conducting individual outreach and education as needed. Coordinate with other projects and coalitions in the same field to maintain a full understanding of the current landscape of local and regional activities. Build and maintain relationships with community partners.
• Perform other such duties as may be assigned by the supervisory team.
• These job responsibilities are to be the main emphasis of this position. As with every job at United Way, it is not possible to define jobs precisely. Should the need exist, every person in the organization will assist in any way necessary to assure an efficient and cooperative environment.Experience/Qualifications:
• Bachelor's degree required in Public Administration, Nonprofit Management, Social Services, Social Work, Health Administration, or related field; Master's degree preferred.
• Minimum of 7-10 years of progressive leadership experience in nonprofit, social services, emergency response sectors or public health. Demonstrated experience working with complex systems' initiatives and community-based approaches with a goal of community-level improvement.
• A strategic thinker and innovative problem solver, flexible and capable of adapting to changing priorities.
• Deep knowledge and understanding of 211, 988, Mission United strongly preferred.
• Proven experience managing multi-disciplinary teams and complex service delivery systems.
• Experience with local and state advocacy and policy efforts.
• Professional grant management experience, coordinating activities and requirements related to government-funded grants.
• Strong written and verbal communication skills.
• Strong interpersonal and public speaking skills and experience with diverse populations and multiple constituencies.
• Ability to understand data sets and data analysis to make strategic recommendations and decisions for the Information, Referral, and Crisis Center that aligns with organizational strategy.
• A high degree of financial literacy and management experience.
• A demonstrated commitment to a culture of organizational excellence.
• Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource files.
• Ability to work effectively under stress and maintain productivity and composure under pressure.
• Comfortable working in a fast-paced environment.
• Adapt readily to changes.
• Ability to use good judgment and assessment techniques.
• Ability to work with minimal supervision.
• Effectively prioritizes work and establishes clear goals in coordination with supervisor.
• Ability to pass and maintain a Level 2 background check is required. This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records.
• Must pass pre-employment drug screening.
• Staff members who drive a vehicle on United Way business must have reliable transportation, provide proof of a valid driver's license and current automobile insurance.
• Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.
• Actively participate in the broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.Compensation and Benefits:
• Competitive Pay - Commensurate with education and experience based on current market.
• Health Insurance - Generous zero to low-cost Medical, Dental, and Vision for employees and dependents.
• 403(b) Matching - Generous matching up to 6% of annual pay.
• Holidays - 11 paid holidays, three personal holidays.
• Vacation - Two weeks paid vacation.
• Flexible Schedule - Hybrid working environment with the ability to modify as needed.
• Vibrant Work Environment - office space in The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking.
• Purpose - Help United Way transform NEFL into a community of opportunity and hope for ALL people.
• Employee Assistance Program.
• A fun, challenging, and inclusive culture.General Physical Requirements for Essential Functions of the Job:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to drive, sit, stand, walk, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.Additional Information:This job description reflects the general duties and responsibilities necessary to fulfill the role of Vice President of United Way of Northeast Florida's Information, Referral, and Crisis Center. Additional duties may be assigned as needed to meet organizational goals and objectives.The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described. You can also have important skills we haven't thought of. If that's you - even if you're on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.We have built an environment that celebrates the differences in backgrounds and experiences.United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.United Way reserves the right to adjust work location.
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Keywords: Unitedwaynefl, Gainesville , Vice President, Information, Referral & Crisis Center United Way of Northeast Florida Uniting F[...], Executive , Jacksonville, Florida