2-1-1 Community Resource Line Supervisor

Position Summary

The 2-1-1 Community Resource Line Supervisor leads the daily operations of the 2-1-1 helpline program, ensuring high-quality, trauma-informed service delivery to individuals and families seeking critical community resources.

This role provides direct supervision to Resource Specialists, oversees call center performance and data integrity, and supports staff working in a fast-paced, high-demand environment.

Requirements

Key Responsibilities

·Oversee day-to-day 2-1-1 call center operations

·Supervise, coach, and support Resource Specialists

·Manage staff schedules to ensure adequate coverage

·Monitor call volume, response times, and service quality

·Ensure accurate documentation and database usage

·Maintain compliance with organizational and funder requirements

·Support onboarding and ongoing staff training

·Promote staff wellness and address compassion fatigue

Qualifications

·Bachelor’s degree in Social Work, Human Services, Public Administration, or related field preferred

·3–5 years of experience in human services, call center, or crisis-response environments

·Prior supervisory experience required

·Strong organizational, communication, and leadership skills

·Ability to manage high-volume workflows in emotionally demanding settings

·Knowledge of community resources and trauma-informed care principles preferred

What We’re Looking For

·Strong, supportive leadership style

·High attention to detail and accountability

·Calm decision-making under pressure

·Commitment to community-centered, compassionate service

Join a mission-driven organization dedicated to connecting individuals and families in Southwest Alabama to the help they need—when they need it most.

Benefits

Vision Insurance

Life/Long Term Disability Insurance

Dental Insurance

Health Insurance

Retirement

Paid Time Off

Holidays - The following days will generally be recognized as paid holidays:

1. New Year's Day

2. Martin Luther King's Birthday

3. Mardi Gras Day

4. Memorial Day

5. Juneteenth

6. Independence Day

7. Labor Day

8. Thanksgiving Day

9. Christmas Eve Day

10. Christmas Day

11. New Year's Eve Day

Other –

Ø The office is closed from Christmas Eve to New Year’s Day, at the Executive Director’s discretion.

Ø The office is closed the first week in July, at the Executive Director’s discretion.