Hotline Workforce Manager Coordinator
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This range is provided by Felton Institute. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$70,000.00/yr - $85,000.00/yr

Job Description:Hotline Workforce Management CoordinatorSan Francisco Suicide PreventionAdult DivisionAgency OverviewFelton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 50+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional age youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting on the communities we serve. Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their careers.Program DescriptionThe mission of San Francisco Suicide Prevention (SFSP) is to provide emotional support, education, assistance, and intervention as necessary to all persons in crisis and those impacted by them, with the goal of reducing suicides and self-destructive behaviors. SFSP has 5 Hotlines 3 local text hotlines and is also the call center for 988 (the National Lifeline) and 988 Chat and Text California.Job DescriptionThe Hotline Workforce Management Coordinator supports Hotline Manager and Director of Programs with all aspects of Program Reporting, Data Analysis, CCS/CRM system maintenance, staff scheduling and forecasting for optimum Hotline proficiency. Interfaces with 988 and Felton Quality Management, Coordinates all aspects of QI for streamline reporting for annual audits. Coordination and completion of Call review process for ongoing program data analysis, reporting and assists with various administrative tasks and special projects as assigned.Specific Responsibilities

• 988 and Crisis lines program assistance to management/leadership team
• Work with the leadership team in defining and implementing process improvement Quality Improvement changes to increase staff productivity to meet and/or surpass all contractual KPIs.
• Hotline Scheduling, troubleshooting, forecasting and problem-solving staffing challenges, working with leadership team to meet staffing needs.
• Provide clear concise statistical reporting and trends to the leadership team on a daily/weekly/annual basis including current performance details and forecasted performance, while also identifying risks.
• Quality Information coordination and quality improvement of call review impacting better data outcomes and continued support of staff and volunteer database documentation.
• Train team members and leadership team on the use of workforce planning tools.
• Implementation of a culture of collaborative teamwork, mentorship and accountability to increase staff engagement and commitment towards overall functional working environment.
• Assist in Team support, special projects and tasks as assigned by the Director of Programs and Hotline Manage.
• Maintain professional boundaries with staff, vendors and agency community partners.
• Maintain professional communications with all, vendors, community partners.
• Perform other duties and special projects as assigned by the Director of Programs or Managerial staff.
• Ability to with fill in on available day shifts for SFSP Crisis Hotline if needed.

Qualification

• Bachelor's, Masters Degree or equivalent work experience
• Successful completion of SFSP volunteer training or equivalent
• Experience in a Non-profit agency environment.
• Experience working with vulnerable populations.
• Commitment and ability to work as part of SFSP's leadership team.
• Demonstrated ability to utilize computers and proficiency in Microsoft Office software.
• Projects a professional demeanor and possess excellent writing and oral communication skills, interpersonal skills, and ability to work individually. Commitment to support peer led crisis support as part of a team.

Additional Information:Reports to: Hotline ManagerJob Type: Full-TimeWork Schedule: HybridFLSA Status: ExemptSalary Range: $70,000-$85,000 Annually (DOE)Benefits (subject to election and eligibility): Fully-Paid Medical and Dental Plans; Health Reimbursement Card, Paid Time Off (personal, vacation, and sick time), 403B with company match.Applying Instruction:Candidates should apply for the position at our career page careers.felton.org OR directly email resumes to ...@felton.org .IMP NOTE: Job responsibilities are subject to change according to program requirements.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionHealth Care Provider
• IndustriesHospitals and Health Care

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