What is a Veteran & Military Services Manager?

The Veteran & Military Services Manager is responsible for ensuring 211 San Diego’s Courage to Call team meets and exceeds contract objectives by working with the staff to meet program goals, executing strategies for improvements, and ensuring clients have a great experience. The Veteran & Military Services Manager is critical in San Diego's effort to provide its military, veteran, caregiver, spouse and family member community with first-rate service. The Veteran & Military Services Manager coordinates and implements all veteran and military-related initiatives and service delivery at 211 San Diego. This role will collaborate with the Director of 211 Client Services to partner with the Service Delivery Team, Client Experience and Training Team, Human Resources, and the Informatics Team to develop, implement, execute and deliver excellent service.

• Residents of San Diego County need only apply
• Position located in the office for the first 6 months, then eligible for hybrid schedule
• Sign-on bonus eligible

Make a Difference through Action

Veteran & Military Services department staff individual performance metrics are being met or exceeded:

• Fully understand 2-1-1 San Diego’s desired performance objectives for individual contact center staff, and clearly communicate those expectations to staff.
• Monitor individual staff performance metrics on a regular, ongoing basis to ensure all contact center staff are meeting their goals. Recognize and reward staff that are exceeding their goals, and follow coaching and escalation protocols when staff fail to meet their objectives.
• Review employee attendance and approve accurate timecards for payroll on time and accurately with annotations. Address any attendance or punctuality concerns promptly, appropriately documenting conversations and including Human Resources as necessary.
• Perform quarterly performance reviews of staff in the timeframe designated by Human Resources.
• 211 San Diego’s veteran and military programs meet the needs and expectations of our customers.
• To ensure that veteran and military program outcomes and deliverables are measured as expected by the organization and its funders.
• Monitoring the success of the program and the efficiency of the service staff on a consistent basis.
• Collaborates with the Client Experience and the Training Department and assists with curriculum development for veteran and military programs to ensure staff is equipped with information and tools to serve client’s needs.

The veteran and military program is effective and continues to improve.

• Works closely with the Service Delivery Team, Client Experience and the Training Team, and Informatics Team to employ specialized knowledge to continuously improve the quality of provided services to the military, veteran, caregiver, spouse, and family member community.
• Ensures the Veteran and Military Program Team continues to operate at high levels that surpass business performance and service level goals by providing leadership, mentorship, coaching, training, and inspiration.
• Facilitates the dissemination of the company's customer service vision to staff, handles issues and complaints in a timely fashion, and provides feedback to staff members on how they may improve their own performance.
• Manage and supervise staff and utilize workforce management software to schedule employees' work schedules and maintain adequate headcounts.
• Offers prompt assistance to consumers who need to escalate issues and advises staff on how to deal with challenging client calls.
• 211 San Diego’s veteran and military programs meet the needs and expectations of our community.
• Shares information on the program's progress toward its objectives identified needs, and lessons learned with leadership and stakeholders.
• Finds opportunities for improvement in the delivery of services to veterans and active-duty military personnel and shares those findings with the Director of 211 Services.

211 San Diego’s military services will be promoted, represented, and utilized within the community we serve through community and collaboration engagement opportunities.

• The Veteran & Military Services Manager is expected to regularly attend meetings of the region’s many military groups, coalitions, and conveners where they will network with colleagues and offer assistance in the form of collaboration, advocacy, education, and engagement to the local military community.
• Serve as the key representative at key meetings, convenings, and outreach events to offer and establish cooperation and collaboration amongst these groups and 211 San Diego, including but not limited to: the San Diego Veterans Coalition (monthly), OneVA (monthly), San Diego Regional Chamber of Commerce Defense, Veterans & Military Affairs Committee (monthly), San Diego Military Advisory Council - SDMAC (monthly), Stand Down (annually), North County Stand Down (annually), CalVet Annual Convening, and the San Diego Military Family Collaborative Annual Conference.

All things we do are in line with our 211 San Diego values.

• Promotes values and strategy of 211 San Diego with a positive attitude while cultivating an environment of trust, teamwork, respect, and accountability among staff.
• Foster a positive atmosphere at 211 San Diego by supporting the organization's guiding principles.
• Building a culture where employees feel safe enough to contribute their ideas, take initiative, and take pride in their job can lead to better results.
• Engage in and contribute to the vibrant culture of 211 San Diego by acting in accordance with our core values in all of your interactions.
• Other duties as assigned.

The Values We Live By

People First

We believe that helping staff, clients, and the community thrive is at the core of who we are.

Inclusion

We embrace diversity and strive to create accessible and equitable programs where we work.

Collaboration

We find value in the community and working together, both internally among our staff and externally with partners.

Excellence

We set high standards for our work and seek to create space for the team to excel and be brave and strategic in driving change.

Innovation

We are constantly learning and improving in pursuit of our mission, both individually and collectively.

Integrity

We act with integrity and respect for one another and the communities we serve.

Our Commitment

211 San Diego is deeply committed to the principles of equity, diversity, and inclusiveness and seeks to create a pluralistic community for all staff and clients. 211 San Diego is an Affirmative Action/Equal Opportunity employer. Persons of color, women, minorities, and individuals with disabilities and veteran/military status are encouraged to apply.

Other Details

Status: Non-Exempt, Full-Time

Department: Client Services

Reports To: Director, 211 Client Services

Work Schedule: Typical schedule is 8:00 a.m. to 4:30 p.m. Monday through Friday. However, flexibility is required due to the nature of business. The schedule may be changed as needed, to include weekends and holidays. Required to be responsive and available for shifts for as much as 12 hours in length during declared emergencies to perform duties as directed by the Emergency Manager.

Qualifications

• Bachelor’s Degree or higher preferred. A combination of continued education beyond high school and equivalent work experience is acceptable. Coursework in psychology, sociology, human development, education, coaching, public health, or business management is helpful.
• Must be a veteran, or veteran/active military spouse.
• Prior work or volunteer experience in care coordination or mental health is desired, particularly with military or veteran populations and their families.
• At least two years of experience in a supervisory or managerial capacity supervising and coaching a team to success. Call center experience is a plus.
• Excellent written and verbal communication skills.
• Experience with external relations or communications is desirable.
• Ability to think critically, solve problems creatively, and effectively assist people in difficult situations.
• Experience in program or project development, management, and evaluation is desirable.
• High level of professionalism and ability to navigate professional relationships effectively.
• Ability to build and maintain positive and supportive relationships, working collaboratively in a team environment or independently, exercising independent discretion and decision-making.
• Ability to deliver feedback in a supportive and constructive manner, focused on empowering recipients and driving toward solutions.
• Strong computer skills: MS PowerPoint, Excel, Word, and Outlook.
• Ability to multi-task in a fast-paced environment with competing deadlines.
• Bilingual Spanish preferred.

Work Location

For the first 6 months of active employment, this position will be full-time at the main office location. Upon completing 6 months of active employment you will be eligible for a hybrid work schedule.

Technical Requirements

• Internet speed of 150 Mbps from a reliable internet provider.
• Must be directly connected to router/modem via Ethernet cable. Cannot use a wireless connection.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Repetitive motions that may include the wrists, hands, and/or fingers.