Warm Line Information Referral (I&R) Manager

JOB TITLE: Warm Line Information Referral (I&R) Manager

DEPARTMENT: Warm Line

JOB STATUS: Full-time (40 hours), non-exempt; permanent

HOURS:

• Hours: 9am - 5pm, with some evenings and weekends
• Days: Monday - Friday
• 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.

PAY RANGE: $74,000-$76,000

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!

REPORTS TO: Associate Director of Warm Line Programs

DIRECT REPORTS: 1-3 people

ABOUT THE MENTAL HEALTH ASSOCIATION OF SAN FRANCISCO (MHASF)

MHASF is a mental health peer-run nonprofit located in downtown San Francisco serving people and agencies across the Bay Area since 1947. As mental health consumers ourselves, we center the lived expertise of people with mental health challenges in our advocacy, education, and support programs, and 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, peer employment support, wellness & nutrition, community-based crisis response, service navigation, and more. MHASF strongly-encourages people with lived experience of mental health challenges to apply and grow with us!

OVERVIEW OF POSITION

This role will oversee, design, and implement the Warm Line's internal database focused on peer-based and anti-carceral resources for staff to refer consumers seeking assistance. It will also lead the project to create an externally facing database in collaboration with MHASF's marketing team and manage the training and development necessary for Warm Line staff in providing information and referral services on the Warm Line.

RESPONSIBILITIES
Top Three Responsibilities:

1. Oversee the research, creation, and maintenance of an internal database of peer-based and anti-carceral crisis intervention resources in California
2. Partner with MHASF's Marketing Team to develop an externally facing resource database
3. Oversee Warm Line staff training and development on providing information and referral services

GENERAL RESPONSIBILITIES

• Maintain and update internal databases for peer-based and anti-carceral resources in California.
• Collaborate with the marketing team to design and implement external databases.
• Oversee training programs for staff on I&R services.
• Ensure staff development aligns with organizational goals and best practices.
• Monitor the effectiveness of resources and I&R-based training programs.
• Facilitate communication between internal teams to enhance resource accessibility.
• Evaluate and incorporate feedback to improve database functionality and training processes.
• In-depth work within VOIP systems including iCarol and Five9
• Provide drop-in support to Warm Line and MHASF staff and community members
• Maintain accurate I&R data and records for QA/QI tracking and reporting
• Maintain agency AIRS account and forums
• Ensure up-to-date agency and program marketing and promotional collateral is distributed appropriately during outreach activities
• Act as liaison with the Marketing and Outreach department, occasionally leading health fairs and other community outreach efforts to share information on the available services offered by the Warm Line
• Facilitate or co-facilitate informational presentations and educational trainings for community organizations, businesses, government, and other audiences
• Organize and track data related to community advocacy, outreach, and presentations
• Maintain an accessible log of outreach activities conducted and contacts made
• Attend supervision, staff meetings, and trainings
• Participate in delivering community presentations about MHASF
• Help in staffing community outreach events, funding campaigns, and other special projects

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. 

QUALIFICATIONS

• Experience with technology systems (e.g., iCarol or Five9); ability to learn such systems independently as needed
• Flexibility in work schedule as it may be altered due to community events, disaster response or special projects, including evenings and weekends
• Experience with community engagement strategies, health disparities, cultural and linguistic awareness, and culturally aware research and dissemination strategies
• Strong written and oral communication skills; ability to organize and present complex information in a clear, accurate, and concise manner
• Computer skills including Microsoft Word, Excel, PowerPoint, and web-based collaboration and communication tools
• Ability to move projects forward, organize information, and support the coordination of multiple tasks and projects for successful and timely completion
• Commitment to upholding the mission and values of MHASF

Desriable Qualifications:

• Bilingual in Spanish, Cantonese, Mandarin, Vietnamese, or Tagalog

HOW TO APPLY

We only accept applications through our online portal:

Applications require all the items to be considered complete; applications that do not include both of these documents will not be considered: (MS Word or PDF format)

• An up-to-date résumé

• A thoughtful cover letter describing your unique qualifications for and interest in this role

We endeavor to maintain an accessible and transparent application process. We will confirm receipt of all complete applications and will strive to notify applicants of the status of their applications as soon as possible. No phone calls about this position, please.

PHYSICAL REQUIREMENTS

The position requires long periods of work at a desk, which may involve sitting or standing and the use of a computer, keyboard, mouse, and desk phone. The office building and between floors of the building, and to travel short distances (under 1 mile) is required. Other physical tasks may involve reaching, pulling, pushing, bending, climbing a stepladder, use of a dolly to move items weighing up to 50 lbs., and lifting and carrying up to 20 lbs.

EQUAL OPPORTUNITY EMPLOYMENT STATEMENT

Mental health challenges can affect anyone at any time, regardless of identity or background, and consequently the communities we serve are highly diverse. As a peer-run organization, we also recognize the importance of lived experience as an irreplaceable form of expertise and as a basis for building trust and providing effective services. We welcome and strongly encourage people from historically marginalized and economically disadvantaged groups, including people who identify as disabled or neuro-divergent, to apply to work with us.

MHASF is committed to providing equal employment opportunities to all qualified applicants for employment and does not discriminate on the basis of race, religion, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender or gender identity, gender expression, age, sexual orientation, military or veteran status, or any other factor not related to ability to successfully fulfill the requirements of the position.

Salary : $74,000 - $76,000