Katherine is responsible for supporting the Director of Service Delivery in the coordination of daily operations of the 211-Texas/United Way Helpline. She helps implement processes and procedures for workforce management, maintains the necessary reports to support the Director, Service Delivery in managing and evaluating productivity metrics and supports the disaster outreach coordinator in outreach activities as needed. Katherine is engaged in special projects and mandated and non-mandate initiatives. She oversees and coordinates onboarding and training of service delivery staff supports the Director, Service Delivery in programmatic reporting and compliance related activities.