What are the responsibilities and job description for the Hotline Operations Coordinator position at Felton Institute?
Job Description:
Agency Overview
Program Description
Job Description
Specific Responsibilities
Applying Instruction:
IMP NOTE: Job responsibilities are subject to change according to program requirements.
Hotline Operations Coordinator
San Francisco Suicide Prevention
Adult Division
Agency Overview
Felton 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 Description
The 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 Description
The Hotline Operations Coordinator supports all combined 988 and Hotline Crisis and subcontracted lines. Volunteer onboarding, recruitment, training, curriculum development, mentorship training, scheduling of volunteers in alignment with staffing needs, backup Hotline counseling, other administrative tasks and projects as assigned. This position’s primary objective is to ensure volunteer coverage for 988 and all Crisis lines during daytime, evening, and weekend hours and to provide general administrative support to the 988 and the Crisis Hotline Program.
Specific Responsibilities
Volunteer Coordination
- Initial contact and recruitment, application review, interviews, reference checks, vetting, training, on-line mentoring, semi-annual evaluation and exit interviews for the Hotline Volunteers in collaboration with the Volunteer Coordinator.
- Coordinate, facilitate and manage trainings, and continuing education in collaborations with Director of Programs and Hotline Manager.
- Help coordinate the schedule of Hotline volunteer staffing on daytime and weekends in collaboration with the Volunteer Coordinator, Hotline Coordinator and Hotline Manager to ensure coverage of all shifts.
- Organize continuing education, develop curriculum, training updates and continuing education for volunteer enrichment and growth, inclusive of the cultivation of volunteers interested in broader opportunities at SFSP.
- Maintain Volunteer records, including applications, resumes, performance evaluations, Training/mentorship, attendance, and discipline.
- Contribute to the weekly updates to all Volunteer Staff for staffing needs, agency news, and new opportunities.
- Develop and help prepare materials for volunteer outreach, onboarding, training and mentorship.
- Data design and deliver for deliverables presentation.
- Assess volunteer needs and design systems to meet those needs, under the direction of the Hotline Manager.
Service Delivery
- Review and provide feedback on at least 250 weekend calls/week
- Cover unfilled shifts and call outs as needed.
- Provide on-call consultation for High Risk, emergencies, rescue calls and debriefing during shifts, or as assigned by Hotline Manager, which will include weekends and holidays.
- Perform ongoing general quality assurance and enhancement of volunteer experience.
- Coverage responsibilities and answering of all lines including 988, BHAC Access line on Weekdays.
Admin Administrative Support
- Document shift coverage and any schedule changes.
- Help Organize annual Volunteer Appreciation Events.
- Attend all required meetings.
- Perform other tasks as requested by the Director of Programs and/or Hotline Manager and work collaboratively with the Volunteer Coordinator and Hotline Supervisors.
Qualification
- 1-3 years work experience in a coordinator function or similar
- Bachelor’s or Master’s Degree in Behavioral Health or equivalent experience
- 2 years experience in social media, events coordination and/or public speaking
- Successful completion of SFSP volunteer training or equivalent
- Able to work flexible hours (including evening, weekend and holiday hours as needed)
- Demonstrated ability to utilize computers and proficiency in Microsoft Office software.
- Strong time management, organization and detail orientation
- Strong training skills and ability to provide feedback in a constructive and positive manner
Additional Information:
Reports to: Hotline Manager
Job Type: Full-Time
Work Schedule: Hybrid
FLSA Status: Exempt
Salary Range: $70,000-$80,000 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 “jobs@felton.org”.
IMP NOTE: Job responsibilities are subject to change according to program requirements.
Salary : $70,000 - $80,000
