United Way Escambia

Position Description and Performance Expectations

Latest Revision Date:October 2016

Incumbent/Candidate:New Position

Position/Title:2-1-1/MFT Team Lead

Reports to:2-1-1 Manager

Pay Grade:Hourly

Exempt/Non-exempt:Non-Exempt

General Purpose

The 2-1-1/MFT Team Lead will serve as a positive ambassador and role model for United Way of Escambia County by supplying accurate information to clients, volunteers and key constituents seeking information and referral assistance from the MyFreeTaxes and 2-1-1 programs. This position is stationed in an inbound contact center that includes inquiries via phone, chats and emails. The primary responsibilities include accurately assessing the client’s needs, and providing appropriate referrals and information. The 2-1-1/MFT Team Lead should have a professional and clear speaking voice and be able to relate comfortably with clients, regardless of race, ethnic or financial status.

The 211/MFT Team Lead facilitates continuing education for all MFT call center staff and volunteers, and communicates weekly through email, teleconferencing and site visits when needed.

The 211/MFT Team Lead is responsible for making sure that all of the technological aspects of the MFT call center are in proper working order by performing call tests on a weekly basis. Any malfunctions in software, computer systems or phone systems must be immediately reported to the 211 Manager. The candidate must be able to think strategically, but be willing and able to help implement programs.

The 211/MFT Team Lead participates and leads continuing education as directed by the UWW liaison, and must maintain an advanced LinkandLearn VITA Certification and pass all required FEMA online classes (Incident Command System) Series 100-800. As a key liaison for UWW, the team lead coordinates executes and organizes all aspects of the national MFT summit and monthly newsletter.

The 211/MFT Team Lead should have a professional and clear speaking voice and be able to relate comfortably with clients and staff, regardless of race, ethnic or financial status.

Primary Duties:

  • Development of training materials to satisfaction of UWW, Walmart Foundation and IRS liaison.
  • Implementation of training through travel and webinars during off season.
  • Current knowledge of IRS protocols and online software.
  • Current knowledge of partner groups being trained.
  • Monthly and as needed reporting on training progress, tax code updates, software updates, Quality Assurance calls and call center progress.
  • During the tax season, works 20 hours weekly on national training and quality assurance roles.
  • During the tax season, works 20 hours weekly on call center supervision and local training on QA issues.
  • Scheduling Staff to meet MFT call flow and contract requirements and answers calls as needed to respond to call volume.
  • Ensuring that all calls and emails are answered or returned within the timeframe and by guidelines mandated by the United Way Worldwide contract.
  • Participating and leading required continuing education training, to remain current on all changing tax law.
  • Evaluating and counseling MFT staff on performance issues.
  • Communicating effectively the call volume to the UWW MFT liaison to ensure overflow assistance may be deployed if needed.
  • Reporting any and all IT or communication malfunctions immediately to 211 Manager along with suggested solutions to the problem.
  • Executes data-basing and reporting related to the MyFreeTaxes program; including but not limited to compiling and distributing data provided by 211 Manager to United Way Worldwide. Coordinates and organizes all information needed for productive MFT newsletter.
  • Serve as the first point of contact for clients requesting assistance by identifying appropriate resources and using required opening and closing call script.
  • Accurately assess the client’s needs and make appropriate referrals within scope of training.
  • Maintain confidentiality in all communications and adhere to necessary protocols that require discretion and protection of the client’s personal information.
  • Become proficient in using software related to position (training provided prior to use).
  • Assist in processing and managing of all paperwork and preparing program reports requested by supervisor.
  • Participate in quality assurance reviews and monitoring process, as required.
  • Maintain up-to-date knowledge and understanding of community resources included in the database and tax law changes. Updates will be provided from supervisor via internet, email, staff meetings, trainings and written resource guides.

Communication:

  • Listen objectively and communicate with a non-judgmental attitude. Follow guidelines for listening included in the training.
  • Communicate any challenging calls or disgruntled clients (to UWW MFT supervisor or 2-1-1)assigned supervisor so that appropriate documentation can be recorded and resolutions obtained.
  • Immediately report IT or communication malfunctions to supervisor.
  • Effectively communicate the inquiry volume to supervisor so that advanced or overflow assistance may be deployed if needed.
  • Maintain regular communication with team members and communicate relevant information to them through email, teleconferencing and meetings.
  • Offer suggestions for improvement and growth in an effective manner. As MFT team lead provide appropriate communication to maximize effectiveness of MFT specialist.

Principle Expectations:

  • Capable of handling high stress and intense work load, while maintaining a positive attitude.
  • Be fully prepared to begin answering phone lines promptly per agreed-upon work schedule. Employee must be logged into the call queue and available to take calls at the beginning of every scheduled shift.
  • Employee lunch and breaks are scheduled and must be adhered to daily unless prior approval has been given.
  • Work collaboratively with staff and volunteers regarding both programs: cover points of success and opportunities to improve program function.
  • Maintains a professional manner in order to work with volunteers, staff and clients.
  • Keep Outlook email account open and minimized on desktop during work hours; respond to supervisor emails promptly, targeting one hour or less.
  • Assist in training of new staff and volunteers, as requested by supervisor.
  • Attend and participate in all staff and training meetings during business hours.

Essential Job Functions unique to 2-1-1 Call Center:

  • Maintain up-to-date knowledge and understanding of community resources, including information from the database and daily updates. Read VisionLink “Intranet” at start of shifts prior to calls and after lunch breaks to remain informed.
  • Serve as the first point of contact for callers requesting assistance with identifying resources in the community using required opening and closing call script; accurately assess the caller's needs, make appropriate referrals to community resources.
  • Maintain a 1% or lower error rate on Client Intake submissions.
  • Maintain a 10% or greater Quality Assurance Call Back request.
  • Complete assigned number of 2-1-1 quality assurance follow-up calls and enter results into CDS as calls are completed.
  • Complete “Mystery Calls” as assigned (Quality Assurance calls made to overnight provider).
  • Report “Best Moments” for weekly reporting purposes.
  • At earliest eligible date, obtain and maintain the national certification (AIRS) - CIRS (Certified Information and Referral Specialist).

Essential Job Functions unique to MyFreeTaxes:

  • Ensure that all calls, chats and emails are answered or returned within the required timeframe (80% of calls and chats answered within 30 seconds; 100% of emails within 24 hours).
  • Participate in all required continuing education training to remain current on changing tax law.
  • Provide assistance to taxpayers seeking technical support, navigation assistance with the website, tax preparation application, and assess and trouble shoot tax questions.
  • Assist supervisor and execute any necessary data-basing and reporting related to the MyFreeTaxes program; including but not limited to compiling and distributing data.
  • Assist in updating the program operations manual.
  • Files all MyFreeTaxes volunteer and United Way Worldwide paperwork in a fashion consistent with instructions from the 2-1-1 Manager. Provide guidance to MFT team members to ensure training, interaction and responsiveness consistently surpasses the national network.
  • Processes and manages all paperwork as it relates to information needed to successfully execute the MyFreeTaxes program. Compiles and organizes information and data to create a comprehensive and compelling MFT newsletter monthly - to communicate highlights of MFT training, accomplishments and issues to the benefit of the broader system.
  • Continually updates the MyFreeTaxes Support Center program operations manual with new directives from UWW, IRS and other program partners.

Other Information

  • Position is based upon a 40 hour work week and full-time employment status. Some Saturday work may be required based on program needs.
  • The 2-1-1/MFT Team Lead is an hourly non-exempt position and changes to schedule are subject to approval of the 211 Manager.
  • Communicate relevant information with staff at staff meetings; attends monthly UWEC staff meeting during program operation.
  • Prepare program reports as needed.

Qualifications:

Required:

  • Current Advanced VITA tax preparer’s certification. United Way of Escambia County will provide you with the training resources needed to obtain advanced VITA certification through the LinkandLearn modules online. Certification is free of cost, and individuals should inquire with United Way of Escambia County for more information on how to become certified prior to employment.
  • Three years progressive work experience with a proven track record
  • Ability to work collaboratively with a wide range of people and personalities
  • Excellent organizational skills, verbal and written communication skills; detail oriented
  • Computer skills including Microsoft Office software
  • Good analytical skills and ability to identify and respond to issues/opportunities. Enjoy problem solving within existing resources.
  • Flexible, diplomatic, trustworthy, creative. Maintains a supportive and cheerful attitude. Highly productive worker, who can do the work.
  • Ability to synthesize large amounts of data into actionable information
  • Maintains a professional manner in order to work with the volunteers, staff and community
  • Ability to function responsibly and autonomously as demonstrated by excellent decision making skills, sound judgment and a high level of comfort exercising authority
  • Pass all required FEMA online classes (Incident Command System) Series 100-800 to prepare them for functioning at the Emergency Operations Center during a disaster. Training is provided.
  • Obtain and maintain the national certification (AIRS) -CIRS (Certified Information and Referral Specialist). Training is provided.

In times of disasters (includes extreme weather, hurricanes or floods) agrees to work, at a minimum, all regularly scheduled hours prior to the disaster; and returns to work when it has been deemed safe to do so by the United Way understanding that the location of work may shift to the Emergency Operations Center or an offsite location where the employee can safely

Preferred:

  • Knowledge and proficiency with use of Microsoft Office products
  • Experience as a Volunteer for the VITA program
  • Proven experience in tax preparation/ tax law
  • Previous call center experience
  • Previous employee management experience or VITA site supervisor experience
  • Previous volunteer experience
  • Knowledge of InContact and VisionLink programs

Key Competencies

  • Enjoy problem solving within existing resources.
  • Flexible, diplomatic, trustworthy, and creative.
  • Maintain a supportive and cheerful attitude.
  • Highly productive worker, who can do the work.

Physical Requirements:

  • Sit at work station for long periods (4-8 hours)
  • Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
  • Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
  • Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading
  • Lift 15-25 lbs.

Drug Free Workplace and Equal Opportunity Employer

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