211 Resource Database Manager

Posted Nov 17, 2020 Jacksonville, Florida


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Application Due Nov 30, 2020


The 211 Resource Development Manager (RDM) plays a critical role in curating and maintaining the community database used by 211 Center Specialists, Veteran coordinators, and the broader community for information and referral purposes, particularly related to basic needs and veteran specific services. The RDM analyzes the needs of the United Way of Northeast Florida 211’s community resource database in accordance with guidance from the director and in compliance with the accreditation standards of the Alliance for Information and Referral Services (AIRS). The RDM is responsible for the collection, coding, organization, reporting and maintenance of data.

Essential duties and responsibilities

• Responsible for maintaining a current, comprehensive, computerized inventory of nonprofit, charitable and government organizations in an assigned 211 service area and structured in accordance to policy and procedures • Surveys agencies in the 211 database at regular intervals but at least annually • As needed, conducts interviews with appropriate contact agency persons, asks clarifying questions in a concise manner, and remains courteous and professional throughout process • Reviews current agency information for completeness and accuracy prior to conducting annual survey and updates profiles as needed • Prepares well-written narrative descriptions that accurately summarize agencies’ program and index the services using the AIRS/Info LineTaxonomy of Human Services, and ensures database is structured in accordance with AIRS, local style guide, and industry best practice • Maintains an audit trail for each organization that shows number of attempts to update, who completed updates and when updates were successfully completed • Provides accurate and timely reports to director and other stakeholders on both a regular and an as-needed basis from resource database and telephony systems • Respects and maintain client confidentiality; follows all agency and program guidelines • Demonstrates a desire to improve with active and open participation in quality assurance program and ongoing process improvement initiatives • Completes required initial and ongoing training as needed • Possible future supervision of 211/veteran staff members • Performs other duties as assigned by the supervisory team


• U.S. veteran of a branch of the United States Military Forces including the Coast Guard and National Guard (retired or reservist) • Copy of DD-214 required as proof of military service • Ability to pass Level II DCF background screening • Must successfully complete AIRS Certified Resource Specialist (CRS) exam within 12 months of eligibility

Education and Experience

• Bachelor’s degree desired • Proficiency utilizing MS Office Suite, specifically Excel and database software package, phones, various software programs and resource files • Ability to prioritize and quickly switch between projects • Must have a high attention to detail; concern for accuracy • Must have good decision making and judgement skills • Self-starter; demonstrated ability to work independently and within teams, meet deadlines and manage projects effectively • Ability to work with minimal supervision in a fast-paced environment • Ability to work and communicate with internal and external customers in a professional, friendly and cooperative manner • Must be flexible and willing to embrace change • Proficient in oral and written communication skills • Ability to work effectively under stress and maintain productivity and composure under pressure • Flexibility to work variable shifts within a remote environment • Overtime as assigned

Salary/Salary Range

$50,000 - $55,000


United Way of Northeast Florida



Terri Harris | Email