The Contra Costa Crisis Center is the authorized 211 provider in Contra Costa County. 211 is the national, toll-free, three-digit phone number to call 24 hours a day for information about local health and social services. 211 also is the number people call after a disaster for information about response and recovery efforts, off-loading non-emergency calls from 911.

We’re searching for an experienced program director to manage the implementation and development of 211 in Contra Costa County. Responsibilities include:

• Hiring, supervising, mentoring, and guiding a multilingual, multicultural team of information and referral specialists.
• Creating and implementing a 211 training program consistent with national standards.
• Developing goals and objectives for 211 locally.
• Monitoring and ensuring the quality of service being provided to 211 callers.
• Working with public and private agencies (including emergency service providers) to establish protocols for handling 211 calls and conduct followup to ensure that callers are receiving effective referrals.
• Supervising ongoing maintenance of CORD (County Online Resource Database).
• Marketing 211 in the community.
• Interfacing effectively with staff and volunteers who answer 24-hour crisis lines.

Requirements

• At least three years of managerial experience, preferably in a call center environment.
• Demonstrated expertise in providing high-quality customer service cross culturally.
• Exceptional written and verbal communication/presentation skills.
• Knowledge of local health services, social services, and emergency services.
• Desire to understand complex technical systems (phone and computer).
• Ability to work flexible hours as needed.

Compensation

Salary based on experience. Excellent benefits. Supportive, team-oriented environment where differences of ethnicity, culture, sexual orientation, gender, physical ability and age are valued and appreciated.

Application Procedure:

Send a cover letter and resume by email, mail, or fax to John Bateson, executive director, at johnb@crisis-center.org, fax: 925.939.1933, or P.O. Box 3364, Walnut Creek, CA 94598.