211 Manager
Crisis Connections
•
Seattle, WA
0
0
0
0
Not Applicable
Posted April 17, 2026
Job link
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Responsibilities
Commitments
Responsibilities
- Manages daily operations, ensuring smooth and efficient workflows, response times and service quality
- Oversees scheduling and staffing, helping to recruit, train and supervise staff
- Provides strong team leadership including regular performance coaching, feedback and professional development opportunities to ensure high standards of service
- Fosters a positive, inclusive, supportive, collaborative & efficient work environment for team members
- Collaborates with the data team to ensure accurate reports are submitted on time and all deliverables are met
- Engages with key stakeholders, partners and the community to effectively represent and advocate for Washington 211
- Monitors performance metrics and quality assurance standards, constantly seeking to develop and implement best practices, policies and procedures to improve operational efficiency and service quality
- Uses data analytics and feedback to assess performance and implement corrective actions when necessary
- Partners with senior management to align goals, identify areas for improvement and implement new strategies for better client experience
- Collaborates to build and monitor program budget
- Full life cycle project management of new scopes of work as needed
- Other tasks and duties as assigned
Commitments
Full-time
Schedule: Monday - Friday 9 am - 5 pm
Location: Hybrid, Seattle WA
WA residents only, please.
This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
This includes managing staff performance, operational compliance, and community engagement while maintaining service excellence and contractual obligations, balancing team development with strategic organizational objectives This role requires project managing new scopes of work, identifying key tasks, troubleshooting and ensuring deadlines are met.
This role requires significant collaboration internally with other teams and externally with partner organizations, constantly improving efficiencies and helping to shape the future of 211 as a critical part of the emergency management and disaster response system in Washington state.
Must be willing to work evenings, weekends and holidays as needed.
Candidates are expected to be able to travel around the state and attend in person community engagement events or meetings as needed.
Must have valid driver’s license and car for traveling to statewide events.
Remote Requirements
Computer Skills Assessment: This role will require two assessments completed as part of the recruitment process.
One will be a general computer literacy assessment which is approximately 15 minutes in length and timed.
Second is an MS Office 365 assessment specifically designed to test the core hard skills required to complete essential job functions for this role.
Driver's License: This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
Technology Requirement : Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.
For Remote / Hybrid positions
High speed internet (wired ethernet connection preferred).
No Cellular or Hotspots.
A quiet and confidential designated working area.
Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time.
Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings.
Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.
This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Technology Requirement:
High speed internet (wired ethernet connection preferred).
No Cellular or Hotspots.
Smart phone with ability to download and use Multi-factor Authentication (MFA) application.
Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time.
Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings.
This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion.
We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community.
BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.
We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.
Excellent medical, dental, and vision coverage
Annual wage increases
Generous Paid Time Off & 12 Paid Holidays
Discount on ORCA transit pass
Free Parking & Flexible Schedules
Growth opportunities
Self-care tools & weekly check ins with your supervisor
Offers of Employment : All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.
DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification.
It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.
As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants.
CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Crisis Connections is an equal opportunity employer.
We value having employees whose skills, experience and background reflect the diverse populations we serve.
$90,000 per year
Not Met Priorities
What still needs stronger evidence
Requirements
- Must be willing to work evenings, weekends and holidays as needed.
- Must have valid driver’s license and car for traveling to statewide events.
- Minimum 5 years of experience in contact center operations (2 years in a leadership role)
- Minimum 2 years supervisory experience required
- Previous project management experience required
- Strong leadership and team management skills, with a proven ability to motivate and lead through change
- Ability to analyze performance metrics, identify trends and implement improvements
- Effective critical thinking, , problem-solving and decision-making and communication skills
- Proficiency in Microsoft Office Suite and standard technology required
- Exceptional organizations and time management skills
- Ability to multitask and prioritize tasks effectively
- Must be able to work independently and make appropriate decisions
- Remote Requirements
- Computer Skills Assessment: This role will require two assessments completed as part of the recruitment process.
- One will be a general computer literacy assessment which is approximately 15 minutes in length and timed.
- Second is an MS Office 365 assessment specifically designed to test the core hard skills required to complete essential job functions for this role.
- Driver's License: This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
- Technology Requirement : Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.
- High speed internet (wired ethernet connection preferred).
- No Cellular or Hotspots.
- A quiet and confidential designated working area.
- High speed internet (wired ethernet connection preferred).
- No Cellular or Hotspots.
- Smart phone with ability to download and use Multi-factor Authentication (MFA) application.
Preferred Skills
- Knowledge of heath and human services landscape strongly preferred
Education
- (Not required) – Bachelor’s degree preferred or work equivalency
Job Type
Full-time
Description
Title: 211 Manager
Schedule: Monday - Friday 9 am - 5 pm
Location: Hybrid, Seattle WA
Salary: $90,000 per year.
WA residents only, please. This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
Our Mission
Crisis Connections fosters resilience and wellbeing for all by connecting people to accessible and compassionate support. We value accountability, collaboration, continuous improvement, respect, and diversity, equity, inclusion & belonging.
Position Summary
The 211 Manager oversees the daily operations of our expanding Washington 211 contact center. The ideal candidate will play a crucial role in managing a high-performing, compassionate team that provides support to individuals in need. Reporting to the Director of Essential Services, the successful candidate is an experienced leader who organizes and implements guidelines, processes and procedures governing Washington 211 operations.
The person in this role is responsible for ensuring high-quality information & referral services are provided to clients. This includes managing staff performance, operational compliance, and community engagement while maintaining service excellence and contractual obligations, balancing team development with strategic organizational objectives This role requires project managing new scopes of work, identifying key tasks, troubleshooting and ensuring deadlines are met. This role requires significant collaboration internally with other teams and externally with partner organizations, constantly improving efficiencies and helping to shape the future of 211 as a critical part of the emergency management and disaster response system in Washington state.
Must be willing to work evenings, weekends and holidays as needed. Candidates are expected to be able to travel around the state and attend in person community engagement events or meetings as needed. Must have valid driver’s license and car for traveling to statewide events.
Key Responsibilities
Manages daily operations, ensuring smooth and efficient workflows, response times and service quality
Oversees scheduling and staffing, helping to recruit, train and supervise staff
Provides strong team leadership including regular performance coaching, feedback and professional development opportunities to ensure high standards of service
Fosters a positive, inclusive, supportive, collaborative & efficient work environment for team members
Collaborates with the data team to ensure accurate reports are submitted on time and all deliverables are met
Engages with key stakeholders, partners and the community to effectively represent and advocate for Washington 211
Monitors performance metrics and quality assurance standards, constantly seeking to develop and implement best practices, policies and procedures to improve operational efficiency and service quality
Uses data analytics and feedback to assess performance and implement corrective actions when necessary
Partners with senior management to align goals, identify areas for improvement and implement new strategies for better client experience
Collaborates to build and monitor program budget
Full life cycle project management of new scopes of work as needed
Other tasks and duties as assigned
Core Competencies:
Crisis Management: Ability to remain calm and composed during high-stress situations, providing clear guidance and support.
Collaboration: Skilled in fostering cross-functional teamwork and integrating clinical and operational workflows.
Problem Solving: Strong critical thinking and problem-solving abilities, especially in fast-paced, evolving environments.
Empathy & Compassion: Demonstrates empathy and understanding for individuals experiencing crises, ensuring a supportive and non-judgmental approach.
Operational Excellence: Strong attention to detail, organizational skills, and a focus on efficiency in service delivery.
Position Requirements
Bachelor’s degree preferred or work equivalency
Minimum 5 years of experience in contact center operations (2 years in a leadership role)
Minimum 2 years supervisory experience required
Previous project management experience required
Strong leadership and team management skills, with a proven ability to motivate and lead through change
Ability to analyze performance metrics, identify trends and implement improvements
Effective critical thinking, , problem-solving and decision-making and communication skills
Proficiency in Microsoft Office Suite and standard technology required
Exceptional organizations and time management skills
Ability to multitask and prioritize tasks effectively
Must be able to work independently and make appropriate decisions
Knowledge of heath and human services landscape strongly preferred
Requirements
Remote Requirements
Computer Skills Assessment: This role will require two assessments completed as part of the recruitment process. One will be a general computer literacy assessment which is approximately 15 minutes in length and timed. Second is an MS Office 365 assessment specifically designed to test the core hard skills required to complete essential job functions for this role.
Driver's License: This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
Technology Requirement : Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.
For Remote / Hybrid positions
High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
A quiet and confidential designated working area.
Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.
This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Technology Requirement:
High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
Smart phone with ability to download and use Multi-factor Authentication (MFA) application.
Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.
We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.
Excellent medical, dental, and vision coverage
Annual wage increases
Generous Paid Time Off & 12 Paid Holidays
Discount on ORCA transit pass
Free Parking & Flexible Schedules
Growth opportunities
Self-care tools & weekly check ins with your supervisor
Offers of Employment : All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.
DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.
Salary Description
$90,000 per year
Full-time
Description
Title: 211 Manager
Schedule: Monday - Friday 9 am - 5 pm
Location: Hybrid, Seattle WA
Salary: $90,000 per year.
WA residents only, please. This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
Our Mission
Crisis Connections fosters resilience and wellbeing for all by connecting people to accessible and compassionate support. We value accountability, collaboration, continuous improvement, respect, and diversity, equity, inclusion & belonging.
Position Summary
The 211 Manager oversees the daily operations of our expanding Washington 211 contact center. The ideal candidate will play a crucial role in managing a high-performing, compassionate team that provides support to individuals in need. Reporting to the Director of Essential Services, the successful candidate is an experienced leader who organizes and implements guidelines, processes and procedures governing Washington 211 operations.
The person in this role is responsible for ensuring high-quality information & referral services are provided to clients. This includes managing staff performance, operational compliance, and community engagement while maintaining service excellence and contractual obligations, balancing team development with strategic organizational objectives This role requires project managing new scopes of work, identifying key tasks, troubleshooting and ensuring deadlines are met. This role requires significant collaboration internally with other teams and externally with partner organizations, constantly improving efficiencies and helping to shape the future of 211 as a critical part of the emergency management and disaster response system in Washington state.
Must be willing to work evenings, weekends and holidays as needed. Candidates are expected to be able to travel around the state and attend in person community engagement events or meetings as needed. Must have valid driver’s license and car for traveling to statewide events.
Key Responsibilities
Manages daily operations, ensuring smooth and efficient workflows, response times and service quality
Oversees scheduling and staffing, helping to recruit, train and supervise staff
Provides strong team leadership including regular performance coaching, feedback and professional development opportunities to ensure high standards of service
Fosters a positive, inclusive, supportive, collaborative & efficient work environment for team members
Collaborates with the data team to ensure accurate reports are submitted on time and all deliverables are met
Engages with key stakeholders, partners and the community to effectively represent and advocate for Washington 211
Monitors performance metrics and quality assurance standards, constantly seeking to develop and implement best practices, policies and procedures to improve operational efficiency and service quality
Uses data analytics and feedback to assess performance and implement corrective actions when necessary
Partners with senior management to align goals, identify areas for improvement and implement new strategies for better client experience
Collaborates to build and monitor program budget
Full life cycle project management of new scopes of work as needed
Other tasks and duties as assigned
Core Competencies:
Crisis Management: Ability to remain calm and composed during high-stress situations, providing clear guidance and support.
Collaboration: Skilled in fostering cross-functional teamwork and integrating clinical and operational workflows.
Problem Solving: Strong critical thinking and problem-solving abilities, especially in fast-paced, evolving environments.
Empathy & Compassion: Demonstrates empathy and understanding for individuals experiencing crises, ensuring a supportive and non-judgmental approach.
Operational Excellence: Strong attention to detail, organizational skills, and a focus on efficiency in service delivery.
Position Requirements
Bachelor’s degree preferred or work equivalency
Minimum 5 years of experience in contact center operations (2 years in a leadership role)
Minimum 2 years supervisory experience required
Previous project management experience required
Strong leadership and team management skills, with a proven ability to motivate and lead through change
Ability to analyze performance metrics, identify trends and implement improvements
Effective critical thinking, , problem-solving and decision-making and communication skills
Proficiency in Microsoft Office Suite and standard technology required
Exceptional organizations and time management skills
Ability to multitask and prioritize tasks effectively
Must be able to work independently and make appropriate decisions
Knowledge of heath and human services landscape strongly preferred
Requirements
Remote Requirements
Computer Skills Assessment: This role will require two assessments completed as part of the recruitment process. One will be a general computer literacy assessment which is approximately 15 minutes in length and timed. Second is an MS Office 365 assessment specifically designed to test the core hard skills required to complete essential job functions for this role.
Driver's License: This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
Technology Requirement : Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.
For Remote / Hybrid positions
High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
A quiet and confidential designated working area.
Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.
This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Technology Requirement:
High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
Smart phone with ability to download and use Multi-factor Authentication (MFA) application.
Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.
We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.
Excellent medical, dental, and vision coverage
Annual wage increases
Generous Paid Time Off & 12 Paid Holidays
Discount on ORCA transit pass
Free Parking & Flexible Schedules
Growth opportunities
Self-care tools & weekly check ins with your supervisor
Offers of Employment : All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.
DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.
Salary Description
$90,000 per year