Project Team Lead, Affordable Connectivity Program (Acp)

United Way of North Carolina (UWNC) is the state association for local United Ways and administers the statewide NC 211 information and referral system to provide access to health and human services programs for North Carolinians. NC 211 will be an access point for the state of North Carolina’s Affordable Connectivity Program (ACP) with the goal of helping low-income households pay for internet service, access to devices, and digital literacy. The ACP Project Team Lead serves as the first line of support for a team of ACP Navigators and will ensure the continuity of daily operations and the successful delivery of quality service. This position is a critical role in creating a workplace culture that is equitable and inclusive.

Team Management and Leadership

• Support and foster a highly effective team environment for United Way of North Carolina’s Affordable Connectivity Program team.
• Participate in new hire training in accordance with established training curriculum.
• Identify opportunities for professional development for the team.
• Utilize each team member to their strengths to maximize the team potential.
• Prioritize, assign, and manage workflows to efficiently meet contract deliverables.
• Monitor staff performance, providing feedback to staff through coaching sessions.
• Monitor team adherence to Standard Operating Procedures.
• Demonstrate and role model a positive, professional, collaborative relationship with all staff, partners, and vendors, across all lines of business.

Project Development and Management

• Design and continuously improve workflows and processes necessary for the project completion with support of Operations Director.
• Develop and continuously update the Standard Operating Procedures for the program.
• Develop training content to ensure ACP team can meet contract expectations.
• Regularly communicate with the Affordable Connectivity team, other internal teams, and external contract partners to accomplish contract deliverables and goals.
• Assist Director of Programs with project reporting and compliance responsibilities.
• Ensure that project tasks are completed efficiently and that project materials are organized.
• Identify and evaluate potential problems and develop solutions.
• Based on management of daily workflows of project, identify opportunities to increase efficiency and streamline processes.
• Serve as first level tech support for team, escalating issues/questions/concerns to achieve resolution.
• Develop necessary work tools, training materials, resources to support the team’s work to achieve contract goals.
• Support the work of ACP Resource Coordinator to ensure referral database content meets the ongoing needs of the project.
• Support 24/7 disaster response operations during times of activation.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in social work, health and human services, business administration, or a minimum of 3 years of experience providing case management, social services, or information and referral services.
• General working knowledge of internet service plans and setting up home internet.
• Ability to communicate about technology and internet service in simple terms.
• NC 211 is an integral part of the State Emergency Response Team (SERT). This requires all staff to be available during times of emergency, to work beyond normal hours and/or to be flexible in meeting the needs of the event.
• Working knowledge and comfortable with client management systems.
• Understanding of the basic principles of customer service delivery.
• Demonstrated proficiency in using MS Office software.
• This position is based on-site in the Cary, NC office. Position may require limited travel. Applicants must have a valid driver’s license and reliable transportation.

PREFFERED QUALIFICATIONS:

• Experience in a call or contact center environment and/or in delivering case management or social services via phone or other technology channels is extremely desirable.
• CAPM Certification or equivalent project management certification.
• Bi-lingual candidates are encouraged to apply.
• Previous social and/or human service experience.
• Working knowledge and comfortable with call center technology.
• Strong coaching and team-building skills.
• Detail oriented and ability to operationalize policies and procedures in the work environment.
• Strong oral and written communications skills.
• Ability to work well under pressure while performing multiple tasks.
• Excellent listening skills and patience.
• Ability to work in a fast-paced and ever-changing environment.

Please submit a cover letter with your application.

United Way of North Carolina is an Equal Employment Opportunity Employer.

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