Director, 2-1-1read bio
Diane has more than 20 years of experience in social services, data management and operations. She holds a Bachelor’s Degree in Political Science from Cleveland State University and a Master of Science in Social Administration from Case Western Reserve University. She has completed post-graduate coursework in Library and Computer Science and holds the Certified Resource Specialist (CRS) credential from the Alliance of Information and Referral Systems (AIRS). Under Diane's leadership, 2-1-1 has expanded to 21 counties in Ohio, with a budget of more than $2.3 million and a staff of 50 people. Her current professional interests include developing effective assessment tools for social determinants of health, data sharing for nonprofit efficiency and effectiveness and change management.
Manager, Online Content and Community Resourcesread bio
Matt joined United Way of Greater Cleveland in 2010. He manages six Community Resource Specialists in the ongoing stewardship of the Community Resource Database. He has presented four workshops on the topic of database creation and maintenance at national Alliance of Information and Referral Systems (AIRS) conferences and is a Member of AIRS National Data Resource Committee. He holds a BA in English, and AIRS' Community Resource Specialist (CRS) and Community Information and Referral Specialist (CIRS) certifications.
Manager, Operationsread bio
Todd has 10 years' experience in project and property management and 5 years' experience in community tax preparation. He creates and manages 2-1-1's 24-hour schedule and call flow, and handles contact center reporting and telephony management. He holds a BS in Professional Studies with a minor in Geography and Business Geographical Information Systems (GIS).
Manager, Quality Assuranceread bio
Susan has more than 23 years of experience in Community Resource Navigation. She is responsible for co-developing and performing 2-1-1's quality control program (listening to calls, coaching staff). She holds a BS in Education and Alliance of Information and Referral Systems' (AIRS) Community Information and Referral Specialist CIRS) certification.
Chris has more than 15 years of administrative experience in City and County Government. She supervises a team of 15-20 Navigation Specialists. She is currently pursuing a BA in nonprofit management.
2-1-1 Lead Specialistread bio
Molly has more than 17 years' experience in community resource navigation. She holds a BA in Family Studies with a concentration in Gerontology, and Alliance of Information and Referral Systems' (AIRS) Community Resource Specialist (CRS) and Community Information and Referral Specialist - Aging (CIRS-A) certifications.
Veterans Resource Navigation Specialistread bio
Tim has worked to advocate on behalf of veterans and active duty military personnel since the 2012 inception of 2-1-1's Help2Vets program. In 2015, as a result of his work on the Fatherhood Initiative Steering Committee, he was able to bring his compassionate advocacy work to fathers on 2-1-1's Fatherhood Line, helping local dads in need make positive changes in their lives. He is a United States Air Force Veteran.
2-1-1 Behavioral Health Specialistread bio
Thom has 7 years of experience in behavioral health counseling with a focus on chemical dependency. He currently works with 2-1-1 clients who are struggling with gambling- or smoking-related issues. He is a member of the Alcohol, Drug and Mental Health Services Board's Mental Health Response Advisory Committee and the Cuyahoga County Problem Gambling Coalition. He holds a BA in psychology and a certificate in human services.
Health Programs Navigation Specialistread bio
Leah joined United Way of Greater Cleveland in 2015, and has been assisting individuals to navigate the health care system since the Affordable Care Act’s first enrollment period in 2013. She has worked extensively with Cleveland’s refugee and immigrant populations, and is fluent in Spanish. Leah has a BA in Environmental Studies.
Bilingual Community Resource Navigation Specialistread bio
Eileen has more than 30 years' experience in customer service. In addition to providing bilingual English/Spanish Resource Navigation via telephone and chat, she also provides in-person 2-1-1 assistance at one of Cuyahoga County's Ohio Means Jobs offices.
Our more than 35 Community Resource Navigation Specialists are the passionate, diverse and highly trained group of individuals who help 2-1-1's clients identify their needs, locate resources, and arrive at clear, individualized plans for moving forward.
While we equip each of our specialists with over 90 hours of initial community resource navigation training and monthly subject-specific webinars, we depend on the staff's impressive and varied educational backgrounds and collective decades of experience in government, health and human services (as well as the private sector) to help us continuously improve the service 2-1-1 delivers.
2-1-1's Community Resource Navigation staff boasts more than a dozen degreed or licensed social workers; a variety of Master's level graduates in subjects ranging from library science and education to political science and public policy; and an equally wide-ranging collection of Bachelor's degree in both the arts and sciences.
And like any great team, our staff's ideas and experiences - as parents, veterans, musicians, sports fans, bakers, runners, birders, film buffs and coffee snobs - are as varied as their skills.
Our 6 full-time Community Resource Content Specialists are a tight-knit group of critical-minded writers, editors, researchers, and data geeks who work with local service providers to understand, structure and continuously update information about the more than 18,000 programs for which the Navigation Specialists can assess and refer.
Leaning on bachelor's- and master's-level liberal arts educations, as well as professional experience in a variety of social service and government fields, the Resource staff are committed to maintaining the most accurate, detailed, and comprehensive database of community resources available, written with a focus on the person seeking help, using information vetted directly by the professionals who provide it.
They're also a great a team. Fewer sports fans, though.