Warm Line Assistant Manager

POSITION TITLE: Warm Line Assistant Manager
POSITION TYPE: Full-time (40 hours); Exempt
PAY RANGE: $66,000-$68,000
REPORTS TO: Warm Line Program Manager
HOURS:

• Hours: 11 am - 9 pm (PST)
• Days: Wednesday through Saturday
• This position is expected to work the hours necessary, including occasional times outside regular work hours, to meet defined responsibilities and goals, and to attend or oversee special events.

BENEFITS:

• 100% Employer Paid Medical: Kaiser HMO or Blue Shield PPO
• 100% Dental, vision, life & long-term disability coverage; EAP
• Over 30 days of PTO including: 10 vacation-days (baseline), 12 sick-days, personal days, and major holidays
• Health and Dependent Care FSA, Commuter Check, and 403(b) available
• Ongoing access to MHASF continuing education and skill-building workshops-all training time paid 
• Excellent opportunity for advancement-over 70% of our staff have been promoted internally at least once!

ABOUT THE MENTAL HEALTH ASSOCIATION OF SAN FRANCISCO (MHASF)

MHASF is a mental health peer-run nonprofit located in downtown San Francisco and has been serving people and agencies across the Bay Area since 1947. As mental health consumers, we center the lived expertise of people with mental health challenges in our advocacy, education, and support programs, and we believe that dignity and recovery in mental health are something everyone can experience. Our staff is dedicated to creating spaces for learning and healing around stigmatized and under-resourced areas in mental health-hoarding and cluttering behavior; post-hospitalization peer support; mental health and nutrition; peer mental health workforce development; and much more.

OVERVIEW OF POSITION

The Warm Line Night Assistant Manager, under the supervision of the Warm Line Program Manager, is responsible for supporting day-to-day operations and oversight of the Mental Health Peer Run Warm Line within the Mental Health Association of San Francisco (MHASF). The Warm Line Night Assistant Manager will support the Warm Line Program Manager in the development of Program Policies, Procedures, and Training Curriculum in collaboration with the Associate Director of Warm Line Programs and MHASF leadership and consultants, lead outreach and communications efforts for program promotion, assist in the oversight of Warm Line hiring and staff management, directly supervise Overnight Warm Line Coordinators, assist in coordinating staff training and development, support the Warm Line Program Manager and Associate Director of Warm Line Programs in managing outcome data for evaluation and quality assurance activities, and assist in serving as a liaison with funders.

RESPONSIBILITIES
Top Three Responsibilities

• Assist the Warm Line Program Manager in overseeing and managing all day-to-day aspects of the Mental Health Peer Run Warm Line within the Mental Health Association of San Francisco
• Act as a liaison between daytime and overnight program staff
• Provide direct supervision, performance management, and support to Overnight Warm Line Coordinators

GENERAL RESPONSIBILITIES

• Assist with the creation and implementation of new program initiatives
• Lead program meetings and work with the Warm Line Program Manager to provide staff development opportunities
• Support the Warm Line Program Manager and Associate Director of Warm Line Programs in serving as a liaison between the Mental Health Peer Run Warm Line and the larger agency
• Provide support and leadership to Warm Line Counselors, particularly overnight Counselors
• Under the supervision of the Warm Line Program Manager, coordinate the implementation of comprehensive Warm Line Policies and Procedures, including Training Curriculum and Protocols in a Train-the-Trainer modality
• Support the Warm Line Program Manager in collaborating with county and community-based organization partners in the linkage of Warm Line to other crisis triage efforts
• Provide community outreach presentations for promotion and communication efforts
• Work with the Warm Line Program Manager and Associate Director of Warm Line Programs to provide quality assurance for live web/phone coverage for day-to-day operations of Warm Line
• Work with the Warm Line Program Manager and Associate Director of Warm Line Programs to manage the collection and maintenance of data of calls/chats for Warm Line
• Develop and maintain strong working relationships with project and agency staff, leadership, consultants, partners, funders, consumer advocates, and other key stakeholders
• Support the Warm Line Program Manager and Associate Director of Warm Line Programs in all aspects of program oversight in collaboration with the Warm Line Assistant Managers, including reporting and supervision of staff
• Assist in the management of all funder data collection and reporting tasks
• Ability to travel to conferences, out-of-area meetings, and other related activities
• Be available to Counselors and Coordinators during on-call hours and for critical situations
• Other duties as assigned by the MHASF Warm Line Program Manager, Associate Director of Warm Line Programs or MHASF CEO

As job descriptions cannot be exhaustive, the above list of responsibilities is intended to provide a general overview of duties to be assigned and in no way is a comprehensive list of position duties and responsibilities.

POSITION QUALIFICATIONS & SKILLS

• Ability to provide leadership and support to diverse staff across shifts
• Ability to work in partnership with MHASF Leadership to meet program goals
• Previous experience working in a call center (hotline, warm line, etc.)
• At least 3 years of experience with a peer specialist or peer support services
• Experience coordinating projects, events, and training
• Experience with volunteer management
• Deep familiarity with mental health recovery resources, consumer empowerment/advocacy, and program development
• Commitment to consumer empowerment, culturally competent services, and a nonjudgmental approach
• Highly organized and resourceful, excellent attention to detail, ability to multi-task, and manage time well to accomplish all key tasks and deadlines.
• Professional computer skills including the Internet, Microsoft Word, Excel, and PowerPoint
• Collaborative team working style with the ability to relate effectively with people from diverse backgrounds
• Commitment to the mission, vision, and values of MHASF
• An undergraduate degree required or equivalent work experience and demonstrated competency as would be gained through degree completion
• The lived experience of mental health challenges/psychiatric disabilities required

SUCCESSFUL ATTITUDES & WORK APPROACHES

• Willingness to learn and support others, take and provide constructive feedback, and adjust communication and behavior
• Affirmative and accepting towards people from diverse backgrounds and experiences
• Experience taking initiative to self-educate about unfamiliar subjects or concepts

Salary : $66,000 - $68,000