Top Benefits
About the role
UNITED WAY BC IS PROUD TO BE RECOGNIZED AS ONE OF CANADA'S TOP 100 EMPLOYERS FOR 2025**!**
ABOUT US – WHY WE’RE HERE:
Across British Columbia, communities are facing urgent and complex social challenges. United Way BC is committed to delivering lasting, community-driven impact in partnership with diverse populations across the province — including Indigenous communities whose territories we live and work on. From Vancouver Island to the Lower Mainland, and across the Thompson Nicola Cariboo, Southern Interior, Trail and District, and East Kootenay regions, we walk alongside communities to create meaningful and equitable change.
Our mission is to strengthen vital connections that support people in need in our communities.
Our vision is to create a healthy, caring and inclusive community.
How do we deliver on our mission and vision – by delivering resources and support for those who need it most, and by living our values of being collaborative, compassionate, strategic, responsive, accountable, and inspiring.
For a more in-depth to look into our work and programs, please visit: www.uwbc.ca.
ABOUT YOU:
As the Manager, Community Insights & Analysis, you possess an undergraduate degree in business analysis, data analysis, or data sciences. You have 3+ years of management experience in a unionized environment. You have demonstrated experience in database management, and a broad understanding of the social services sector in BC.
ABOUT THIS ROLE:
The Manager is the chief steward of Helpline Services’ (HS) database and the subject matter expert for HS resource, contact and web use data. The Manager contributes to the division’s success as a member of the Helpline Services Leadership team. The Manager is responsible for planning and delivering departmental strategic outcomes. In collaboration with the Call centre Manager, the Manager, Community Insights and Analysis oversees the Resource Database team, supervises the work of the Data Analyst and works collaboratively with UWBC’s Business Intelligence (BI) and Community Impact teams to advance organizational priorities, and assists with the management of the call takers in the call centre.
DUTIES & RESPONSIBILITIES:
Leadership & Planning
- Collaborates with the Helpline Services leadership team to advance strategic priorities and develop the annual operating plan
- Manages HS practices & procedures for gathering, processing, evaluating and ensuring data quality in alignment with UWBC BI guidelines
- Ensures data collection, management and distribution adheres to sovereignty requirements
- Develops and updates Helpline Services policies and procedures in keeping with relevant legislation and industry best practices
- Ensures accreditation standards related to resource records are met and fulfills accreditation reporting requirements
- Responsible for developing and implementing a community engagement strategy to cultivate relationships with organizations registered in the database
- Pursues opportunities to provide value added services to community agencies and generate revenue to advance UWBC’s strategic priorities
- Identifies opportunities to improve organizational efficiency and effectiveness; builds robust business cases to support recommendations, and takes timely action to implement changes
- Actively participates in key local, provincial and national meetings in the 211 network, including other 211 programs and initiatives, Canadian United Ways, United Way Centraide Canada and Inform USA, as required.
Operations Management
- Develops, evaluates and enforces standards and methods for resource information collection, input and management pertaining to taxonomy, data exchange protocols, and other data related structures as required
- Responsible for the Helpline Services online reporting portal, database and the user search experience at the bc.211.ca website.
- Considers risk factors relating to call center, key platforms and the database and implements mitigation strategies as appropriate
- Responsible for management, evaluation, enhancements and upgrades of Helpline Services key platforms and tools (e.g., online database, Power BI, iCarol database, client portal, etc.) to facilitate achievement of departmental goals
- Manages the department to maintain quality standards, achieve service level requirements and fulfill contractual obligations to funders
- Manages the organization’s data sharing agreements and fee-for-service arrangements
- Achieves operational targets and benchmarks as outlined in the operating plan and as measured through the organization’s scorecard
- Works with the call center Manager to develop and monitor assigned budget(s)
- Leads key strategic projects, from initiation to delivery
- In collaboration with the call center manager, develops the BC211’s Human Resource plan in consultation with the Helpline Service Leadership team
- Recruits, trains, coaches, mentors and manages the performance of direct reports and assists with the call takers
- Oversees training and skills evaluation for department staff, to ensure staff attain and maintain AIRS certification
- Engages, manages and evaluates external consultants
- Actively participates in UWBC’s emergent response initiatives, as required.
- Be on call evening and weekends on a rotational basis
QUALIFICATIONS & REQUIREMENTS:
Education and Experience
- Four-year, undergraduate degree(s) in business analysis, data analysis or data sciences
- 3+ years of management experience in a unionized environment
- Demonstrated experience in database management
Required Skills
- Excellent organizational, planning and management skills
- Excellent relationship management skills
- Effective oral and written communications skills
- Adaptable and nimble to address new and changing priorities
- Demonstrated project management skills
- Displays an orientation for action – takes initiative
- Able to manage in ambiguity and complexity
- Working knowledge and understanding of the social services sector in BC
- Able to travel, as required
CHARACTERISTICS:
For success at UWBC and in this role, certain demonstrable characteristics will be required:
- A commitment to building healthy, caring and inclusive communities, internally and externally
- Embodying the organization’s core values to be collaborative, compassionate, strategic, responsive, accountable and inspiring
- Ability to navigate ambiguity and comfortably operate in it
- Drive to succeed as an individual and as a team member
WORKING CONDITIONS:
- Adaptable to schedule changes and outside of business hours to attend meetings and events
- Able to be on call evenings and weekends
At UWBC, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, programs, donors, and the communities we live and work in. At UWBC, we encourage all applicants regardless of age, sex, gender identity, colour, religion, sexual orientation, or any other basis to apply.
Don’t meet every single requirement? Studies have shown that women, people of colour and indigenous people are less likely to apply to roles unless they meet every qualification. At UWBC, we are dedicated to Justice, Equity, Diversity, and Inclusion, so if you are excited about this role, but your experience and qualifications are not perfectly aligned, we still encourage you to apply. You may be just the right candidate for this, or other roles.
This is an exempt role. This position is at $89,250.00 annually.
Candidates must live within 80 KMs (commuting distance) from our office as this position is currently a hybrid role and office attendance is required.
Interested candidates are invited to apply by submitting a cover letter and resume to job competition E-2025-13.
We kindly ask for no phone calls, please. Due to the high number of applications UWBC receive, only candidates selected for an interview will be contacted. We thank all applicants for their interest in UWBC.
Top Benefits
About the role
UNITED WAY BC IS PROUD TO BE RECOGNIZED AS ONE OF CANADA'S TOP 100 EMPLOYERS FOR 2025**!**
ABOUT US – WHY WE’RE HERE:
Across British Columbia, communities are facing urgent and complex social challenges. United Way BC is committed to delivering lasting, community-driven impact in partnership with diverse populations across the province — including Indigenous communities whose territories we live and work on. From Vancouver Island to the Lower Mainland, and across the Thompson Nicola Cariboo, Southern Interior, Trail and District, and East Kootenay regions, we walk alongside communities to create meaningful and equitable change.
Our mission is to strengthen vital connections that support people in need in our communities.
Our vision is to create a healthy, caring and inclusive community.
How do we deliver on our mission and vision – by delivering resources and support for those who need it most, and by living our values of being collaborative, compassionate, strategic, responsive, accountable, and inspiring.
For a more in-depth to look into our work and programs, please visit: www.uwbc.ca.
ABOUT YOU:
As the Manager, Community Insights & Analysis, you possess an undergraduate degree in business analysis, data analysis, or data sciences. You have 3+ years of management experience in a unionized environment. You have demonstrated experience in database management, and a broad understanding of the social services sector in BC.
ABOUT THIS ROLE:
The Manager is the chief steward of Helpline Services’ (HS) database and the subject matter expert for HS resource, contact and web use data. The Manager contributes to the division’s success as a member of the Helpline Services Leadership team. The Manager is responsible for planning and delivering departmental strategic outcomes. In collaboration with the Call centre Manager, the Manager, Community Insights and Analysis oversees the Resource Database team, supervises the work of the Data Analyst and works collaboratively with UWBC’s Business Intelligence (BI) and Community Impact teams to advance organizational priorities, and assists with the management of the call takers in the call centre.
DUTIES & RESPONSIBILITIES:
Leadership & Planning
- Collaborates with the Helpline Services leadership team to advance strategic priorities and develop the annual operating plan
- Manages HS practices & procedures for gathering, processing, evaluating and ensuring data quality in alignment with UWBC BI guidelines
- Ensures data collection, management and distribution adheres to sovereignty requirements
- Develops and updates Helpline Services policies and procedures in keeping with relevant legislation and industry best practices
- Ensures accreditation standards related to resource records are met and fulfills accreditation reporting requirements
- Responsible for developing and implementing a community engagement strategy to cultivate relationships with organizations registered in the database
- Pursues opportunities to provide value added services to community agencies and generate revenue to advance UWBC’s strategic priorities
- Identifies opportunities to improve organizational efficiency and effectiveness; builds robust business cases to support recommendations, and takes timely action to implement changes
- Actively participates in key local, provincial and national meetings in the 211 network, including other 211 programs and initiatives, Canadian United Ways, United Way Centraide Canada and Inform USA, as required.
Operations Management
- Develops, evaluates and enforces standards and methods for resource information collection, input and management pertaining to taxonomy, data exchange protocols, and other data related structures as required
- Responsible for the Helpline Services online reporting portal, database and the user search experience at the bc.211.ca website.
- Considers risk factors relating to call center, key platforms and the database and implements mitigation strategies as appropriate
- Responsible for management, evaluation, enhancements and upgrades of Helpline Services key platforms and tools (e.g., online database, Power BI, iCarol database, client portal, etc.) to facilitate achievement of departmental goals
- Manages the department to maintain quality standards, achieve service level requirements and fulfill contractual obligations to funders
- Manages the organization’s data sharing agreements and fee-for-service arrangements
- Achieves operational targets and benchmarks as outlined in the operating plan and as measured through the organization’s scorecard
- Works with the call center Manager to develop and monitor assigned budget(s)
- Leads key strategic projects, from initiation to delivery
- In collaboration with the call center manager, develops the BC211’s Human Resource plan in consultation with the Helpline Service Leadership team
- Recruits, trains, coaches, mentors and manages the performance of direct reports and assists with the call takers
- Oversees training and skills evaluation for department staff, to ensure staff attain and maintain AIRS certification
- Engages, manages and evaluates external consultants
- Actively participates in UWBC’s emergent response initiatives, as required.
- Be on call evening and weekends on a rotational basis
QUALIFICATIONS & REQUIREMENTS:
Education and Experience
- Four-year, undergraduate degree(s) in business analysis, data analysis or data sciences
- 3+ years of management experience in a unionized environment
- Demonstrated experience in database management
Required Skills
- Excellent organizational, planning and management skills
- Excellent relationship management skills
- Effective oral and written communications skills
- Adaptable and nimble to address new and changing priorities
- Demonstrated project management skills
- Displays an orientation for action – takes initiative
- Able to manage in ambiguity and complexity
- Working knowledge and understanding of the social services sector in BC
- Able to travel, as required
CHARACTERISTICS:
For success at UWBC and in this role, certain demonstrable characteristics will be required:
- A commitment to building healthy, caring and inclusive communities, internally and externally
- Embodying the organization’s core values to be collaborative, compassionate, strategic, responsive, accountable and inspiring
- Ability to navigate ambiguity and comfortably operate in it
- Drive to succeed as an individual and as a team member
WORKING CONDITIONS:
- Adaptable to schedule changes and outside of business hours to attend meetings and events
- Able to be on call evenings and weekends
At UWBC, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, programs, donors, and the communities we live and work in. At UWBC, we encourage all applicants regardless of age, sex, gender identity, colour, religion, sexual orientation, or any other basis to apply.
Don’t meet every single requirement? Studies have shown that women, people of colour and indigenous people are less likely to apply to roles unless they meet every qualification. At UWBC, we are dedicated to Justice, Equity, Diversity, and Inclusion, so if you are excited about this role, but your experience and qualifications are not perfectly aligned, we still encourage you to apply. You may be just the right candidate for this, or other roles.
This is an exempt role. This position is at $89,250.00 annually.
Candidates must live within 80 KMs (commuting distance) from our office as this position is currently a hybrid role and office attendance is required.
Interested candidates are invited to apply by submitting a cover letter and resume to job competition E-2025-13.
We kindly ask for no phone calls, please. Due to the high number of applications UWBC receive, only candidates selected for an interview will be contacted. We thank all applicants for their interest in UWBC.