Vice President, Information, Referral & Crisis Center United Way of Northeast Florida Uniting F[…] Position Available In Duval, Florida

Job Description:

Position Title:

Vice President, Information, Referral and CrisisCenterDepartment:

Information, Referral, and Crisis Center ofNortheast FloridaReports to: Chief Operating Officer (COO)

Reviewed:

April 2025

FLSA Status:

ExemptVision and Mission:

At United Way ofNortheast Florida, we envision a community of opportunity whereeveryone has hope and can reach their full potential. Our missionis to solve our community’s toughest challenges by connectingpeople, resources and ideas.

Our Values:

Teamwork

• We work together to accomplish our goals and helpeach other succeed. Innovation
• We are fearless, imaginative trailblazers. Mission Focused
• We are passionate about our community’swellbeing and creating lasting change. Integrity
• We are honest, transparent and act ethically tocreate trust. Excellence
• We set clear, high expectations for ourselves andour work.

Purpose of Position:

United Way of Northeast Florida(United Way) seeks a dynamic, mission-driven, and collaborativeleader to serve as Vice President of the Information, Referral andCrisis Center

• a newly restructured, integrated crisis responsehub that unites 211, 988, first responders, and veteran supportservices under one umbrella.

This innovative center serves as theregion’s front door for individuals and families in crisis,connecting them to vital community resources and real-timesupport.

The Vice President will lead the center’s operations,strategic vision, and collaborative partnerships to create aclosed-loop system of care that improves outcomes for peopleexperiencing mental health, housing, financial, and behavioralhealth crises.

Key Responsibilities and EssentialFunctions:

Strategic Leadership:

The Vice President, Information,Referral and Crisis Center plays a key strategic role inpartnership with the Community Impact team and across theorganization and clearly articulates the vision, role, scope andimpact of United Way’s Information, Referral, and Crisis Centerportfolio of initiatives and investments. This position is a memberof the executive leadership team and not only manages internalprogramming and investments but also plays a key role in workingwith funders, corporate leaders, the business community, thenot-for-profit sector and the citizenry of our community to ensurethat families have access to the resources needed. Provide leadership to initiatives that support United Way’sALICE Promise, outcomes, and goals, including 2-1-1, 988, MissionUnited, and any other emerging initiative related to theInformation, Referral, and Crisis Center. Lead the strategic development and execution of United Way’sInformation, Referral, and Crisis Center in alignment with UnitedWay’s mission and values. Ensure the seamless integration of 211, 988, and veteransupport services within the Information, Referral, and CrisisCenter model. Drive performance outcomes and implement a data-informedservice delivery model. Serve as spokesperson for the Information, Referral, and CrisisCenter and represent United Way at local, state, and nationalforums on crisis response. Continuously assess, analyze, and benchmark business modelswithin United Way network and other networks to support developmentand refinement of effective, innovative operations. In tandem with Resource Development, leverage or secureadditional 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 tohelp ensure alignment and leadership throughout NE Florida; ensureUnited Way is known as the go-to organization and subject matterexpert in Healthy Communities. Develop and maintain successful community partnerships andcollaborations that help to scale resources and impact. Maintain strong relationships with emergency responders, localgovernments, mental health providers, veteran organizations, andnonprofit partners. Convene key stakeholders to align resources and establishsystem-wide crisis response protocols. Co-lead collaborative community initiatives focused on mentalhealth, housing stability, and crisis prevention.

OperationalOversight and Program Management:

Oversee daily operations of the Information, Referral, andCrisis Center, ensuring 24/7 service delivery that is high-qualityand 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 continuousimprovement across all service lines. Monitor call volumes, community needs, and workforceperformance to inform staffing and resource deployment. Directly supervise a cross-functional team, including programdirectors, managers, and a data analyst. Provide professional development, coaching, and support to growinternal leadership capacity. Provide strategic input and vision to support fundraising andmulti-year investment strategies in cohesion with resourcedevelopment and community impact. Partner with the Marketing and Communications team to buildawareness of the Information, Referral, and Crisis Center’sservices and impact.

Technology, Data and Analysis:

Experienced in utilizing technology, data systems and analysisto drive business and results. Responsible for developing and implementing systems that willhelp United Way and the broader community understand currentcommunity needs and conditions. Scale impact and help create a culture that understands andvalues data and analysis. Use data and analysis to lead and drive communication,engagement, advocacy and mobilization around basic needs andrelated issues. Partner with the Community Impact (CI) Team in developing thePriority Goals agenda by sharing data, analysis, trends andemerging issues. Identify opportunities to seed innovative approaches to basicneeds. Create sets of, analyze, and communicate data for and to keystakeholders, 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 drivingresults, identifying opportunities, and developing/implementing newinitiatives.

Disaster Relief Efforts:

Provide leadership internally and externally in times of crisisensuring that all stakeholders are connected and communicateeffectively during times of crisis. Lead mobilization efforts in partnership with United Wayinternal departments, key funders, organizations, grassrootscommunity leaders, government and the faith community as liaisonand leader to maximize resources and impact. Serve as lead staff person for United Way’s disaster reliefefforts including the First Coast Relief Fund. Serve as liaison to community’s Voluntary Organizations Activein Disaster (VOAD), Northeast Florida (NEFL) Long Term DisasterRecovery groups, City of Jacksonville’s Emergency OperationCenter. Assist United Way in its communications to internal andexternal stakeholders of ongoing efforts. Ensure proper management of fiscal reporting and budgets toappropriate stakeholders.

Communication:

In partnership withmarketing and communications ensure that a robustcommunication/marketing plan is developed and executed to raiseawareness of community health and financial stability issues,successes, and opportunities. Provide leadership in communicatingwith internal and external stakeholders.

Advocacy/PublicPolicy:

Identify and monitor legislation pertaining to issues thatimpact United Way’s community health and financial stability work;build relationships with key elected officials to help support longterm efforts and to position United Way as a subject matter expertand resource.

Working with

Community Partners:

Coordinate researchand other activities with initiative partners to minimizeredundancies and align strategies and actions, including conductingindividual outreach and education as needed. Coordinate with otherprojects and coalitions in the same field to maintain a fullunderstanding of the current landscape of local and regionalactivities. Build and maintain relationships with communitypartners. Perform other such duties as may be assigned by the supervisoryteam. These job responsibilities are to be the main emphasis of thisposition. As with every job at United Way, it is not possible todefine jobs precisely. Should the need exist, every person in theorganization will assist in any way necessary to assure anefficient and cooperativeenvironment.

Experience/Qualifications:

Bachelor’s degree required in Public Administration, NonprofitManagement, Social Services, Social Work, Health Administration, orrelated field; Master’s degree preferred. Minimum of 7-10 years of progressive leadership experience innonprofit, social services, emergency response sectors or publichealth. Demonstrated experience working with complex systems’initiatives and community-based approaches with a goal ofcommunity-level improvement. A strategic thinker and innovative problem solver, flexible andcapable of adapting to changing priorities. Deep knowledge and understanding of 211, 988, Mission Unitedstrongly preferred. Proven experience managing multi-disciplinary teams and complexservice delivery systems. Experience with local and state advocacy and policyefforts. Professional grant management experience, coordinatingactivities and requirements related to government-fundedgrants. Strong written and verbal communication skills. Strong interpersonal and public speaking skills and experiencewith diverse populations and multiple constituencies. Ability to understand data sets and data analysis to makestrategic recommendations and decisions for the Information,Referral, and Crisis Center that aligns with organizationalstrategy. A high degree of financial literacy and managementexperience. A demonstrated commitment to a culture of organizationalexcellence. Demonstrated proficiency in the use of computer equipment,phones, various software programs and resource files. Ability to work effectively under stress and maintainproductivity 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 incoordination with supervisor. Ability to pass and maintain a Level 2 background check isrequired. This is a security background investigation requiringsubmitting fingerprints to be screened through state lawenforcement agencies and the FBI for national criminal historyrecords. Must pass pre-employment drug screening. Staff members who drive a vehicle on United Way business musthave reliable transportation, provide proof of a valid driver’slicense and current automobile insurance. Keep all activities in line with the core values and contributeto the positive culture of United Way of NE Florida. Actively participate in the broader organizational activitiesand be a brand steward within the community, outside agenciesand/or programs to enhance United Way services to thecommunity.

Compensation and Benefits:

Competitive Pay

• Commensurate with education and experiencebased 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 annualpay. Holidays
• 11 paid holidays, three personal holidays. Vacation
• Two weeks paid vacation. Flexible Schedule
• Hybrid working environment with the abilityto modify as needed. Vibrant Work Environment
• office space in The Jessie indowntown Jacksonville, a nonprofit and community gathering space ina sustainable, state-of-the-art facility with free monthlyparking. Purpose
• Help United Way transform NEFL into a community ofopportunity and hope for ALL people.

Employee Assistance Program. A fun, challenging, and inclusive culture.

General PhysicalRequirements for Essential Functions of the

Job:

The physicaldemands described here are representative of those that must be metby an employee to successfully perform the essential functions ofthis job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularlyrequired to drive, sit, stand, walk, talk, and/or hear. Continualuse of the hands with wrist and finger movement using a keyboard isrequired. Specific vision abilities required by this job includelong hours viewing a computer monitor screen. The employee mayoccasionally travel using personal vehicle and/or work outsidenormal office environment.

Additional Information:

This jobdescription reflects the general duties and responsibilitiesnecessary to fulfill the role of Vice President of United Way ofNortheast Florida’s Information, Referral, and Crisis Center.

Additional duties may be assigned as needed to meet organizationalgoals and objectives.

The attributes listed above represent ourcurrent thinking for the role. You can be a great candidate even ifyou don’t fit everything we’ve described. You can also haveimportant skills we haven’t thought of. If that’s you

• even ifyou’re on the fence
• we encourage you to apply and tell us aboutyourself!

Unique equivalent skills and experience may possiblysubstitute for required position requirements.

We have built anenvironment that celebrates the differences in backgrounds andexperiences.

United Way of Northeast Florida is an Equal OpportunityEmployer and a Drug Free Work Environment.

United Way reserves theright to adjust work location. #J-18808-Ljbffr