211 Senior Director of Client and Partner Engagement

Description

ORGANIZATION SUMMARY

211 Utah, supported by United Ways of Utah, is the state's leading resource network connecting Utahns in need with local health and social services. United Way of Salt Lake, 211 Utah (Salt Lake City team), and Promise Partnership Utah are part of the Utah’s Promise organization. Together, we are committed to 100% of kids and families thriving.  

Our workplace is fast-paced, friendly, adaptive, and grounded in our core values: relationships, continuous improvement, results, and equity. We offer competitive compensation including a comprehensive benefit package, generous paid time off, and flexible schedules. People with diverse backgrounds and abilities are encouraged to apply. 

POSITION SUMMARY

The Director of Client and Partner Experience is responsible for shaping and executing strategies that drive seamless, equitable, and high-quality service experiences across 211 Utah. This role combines leadership of client care through service navigation with external partner engagement to create an integrated service system responsive to both individual and community needs. 

With a strong commitment to innovation, results, and system-level thinking, the Director leads cross-functional teams to deliver scalable, people-centered solutions. This role plays a critical part in advancing the organization’s, 211’s, and the 211 state system’s long-term strategic priorities and building the infrastructure required to sustain a world-class service navigation model.  

ESSENTIAL FUNCTIONS

Strategic Leadership & Innovation

1. Lead the development and execution of a bold, forward-thinking strategy for service navigation and partner engagement, aligned with the organization’s mission and strategic plan. 
2. Drive innovation by identifying emerging trends, technologies, and models that can strengthen service delivery, access, and coordination. 
3. Translate strategic vision into actionable initiatives with measurable impact across client outcomes, partner collaboration, and system efficiency. 
4. Serve as a thought partner to 211 Utah leadership, contributing to organization-wide and 211 state system priorities and systems transformation. 
5. Lead the organization’s relationship with the State of Utah Department of Health and Human Services as it relates to the organization’s designation as Utah’s approved 211 Service Provider. 

Cross-Functional Team Leadership

1. Direct and develop high-performing teams across client services and partnership engagement functions. 
2. Lead a strong, collaborative team culture rooted in accountability, continuous improvement, and inclusive leadership. 
3. Ensure staff have the tools, training, and support to deliver consistent, equitable, and person-centered services. 
4. Build cross-functional bridges with data, technology, evaluation, and operations teams to ensure integrated execution. 

Systems-Level Service Coordination

1. Advance an integrated, closed-loop referral and navigation model that aligns with community service systems and public priorities (e.g., housing, behavioral health, food security). 
2. Build partnerships, infrastructure, and protocols to support shared accountability across partners for service quality, responsiveness, and resolution. 
3. Actively identify system gaps and lead strategies to improve service access, reduce fragmentation, and eliminate barriers for underserved populations. 

Partner Engagement & Community Alignment

1. Cultivate high-trust collaborative relationships with community-based organizations, government agencies, funders, and networks to align around shared goals. 
2. Represent the organization in collaborative planning efforts, public-private partnerships, and regional or statewide service system reform. 
3. Develop partner accountability and engagement frameworks that ensure mutual value, equity, and coordinated service delivery. 
4. Results-Driven Management & Evaluation 
5. Establish clear performance metrics related to client experience, partner engagement, equity, and service outcomes.  
6. Ensure that individual employee metrics align with department and organization strategic plans. 
7. Use data and feedback to inform decision-making, drive improvements, and celebrate progress. 
8. Ensure systems and processes support long-term sustainability, continuous learning, and impact measurement. 

Requirements

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Public Administration, Human Services, Social Work, Community Engagement, a related field (Master’s preferred), or equivalent work experience. 
• At least 7 years of progressive leadership experience in client services, service navigation, community partnerships, or systems integration. 
• Demonstrated success building and implementing strategic plans, leading multi-disciplinary teams, and producing measurable results. 
• Strong track record of innovation and problem-solving in complex, dynamic environments. 
• Ability to influence internal and external stakeholders and foster alignment across diverse organizations and sectors. 

DESIRED QUALIFICATIONS

• Experience in 211, care coordination, social service navigation, or referral system operations. 
• Familiarity with CRM/referral tools and service quality improvement systems. 
• Knowledge of service systems, public health partnerships, housing programs, or systems of service. 
• Bilingual or multilingual ability is an asset.  

KEY COMPETENCIES 

• Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals 
• Develops people to meet both their career goals and the organization's goals. 
• Paints a compelling picture of the vision and strategy that motivates others to action 
• Understands facets of job, aware of duties and responsibilities, and keeps job knowledge current 
• Maneuvers comfortably through complex policy, process and people related organizational dynamics 
• Adapting approach and demeanor in real time to match the shifting demands of different situations 
• Recognizes the value that different perspectives and cultures bring to an organization 
• Strategic Mindset – Sees ahead to future possibilities and translating them into impactful strategies 

PHYSICAL REQUIREMENTS 

The team member is regularly required to communicate clearly, and exchange accurate information interpersonally or through communication devices. Must be able to learn new systems and procedures, prepare and analyze data and figures, constantly operate a computer and other standard office machinery. Must be able to remain in a stationary position 75% of the time. The position requires occasional movement on- and offsite to participate and/or present in meetings. Must be able to move light items such as paper, laptops and presentation materials up to 25lbs. 

The employee is required to work primarily in-person, in our UP offices during core business hours Monday – Thursday, with the option to work remotely on Fridays. Utah’s Promise is currently piloting a 36-hour work week with Friday afternoons off. 

COMPENSATION & BENEFITS 

The position is a full-time, exempt position with full benefits. $83,500 – $102,000. Salary commensurate with experience.?UWSL/UP provides a wide range of benefits, including:  

• Competitive medical, dental, vision insurance • 6% retirement match  
•  Life, accidental death, and long & short-term disability insurance • FSA • HSA contribution  
•  Free on-site gym & bike storage • Paid parking or public transportation subsidy  
•  Two weeks paid office closure (December & July) • Generous PTO & Health time 
•  Paid parental leave • Onsite coffee shop & café • Paid time to volunteer