Warm Line Program Manager

JOB TITLE: Warm Line Program Manager

DEPARTMENT: Warm Line

JOB STATUS: Full-time (40 hours); Exempt

HOURS & LOCATION: Hybrid

SALARY: $78,000/annually

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: Director of Warm Line Programs

SUPERVISEES: 5-7

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

Under the supervision of the director of Warm Line programs, the Warm Line manager is responsible for day-to-day operations and oversight of the California Peer-Run Warm Line within the Mental Health Association of San Francisco (MHASF). The Warm Line manager will lead the development of program policies, procedures, and training curriculum in collaboration with MHASF leadership and consultants, lead outreach and communication efforts for program promotion, oversee Warm Line hiring and staff management, directly supervise Warm Line assistant managers and coordinators, coordinate staff training and development, manage outcome data for evaluation and quality assurance activities, and serve as the primary liaison with funders.

RESPONSIBILITES

• Oversee and manage the day-to-day aspects of the Mental Health Association of San Francisco's California Peer-Run Warm Line
• Provide direct supervision, performance management, and support to Warm Line assistant managers
• Manage program expansion and assist with the creation and implementation of new program initiatives
• Lead all aspects of program oversight in collaboration with the Warm Line assistant managers, including reporting and supervision of staff
• Provide support and leadership to Warm Line coordinators and counselors
• Lead program meetings and provide staff development opportunities
• Serve as the primary liaison between the Warm Line and the larger agency
• Lead and coordinate the implementation of comprehensive Warm Line policies and procedures, including training curriculum and protocols in a train-the-trainer modality
• Collaborate with county and community-based organization partners in the linkage of the Warm Line to other crisis triage efforts
• Provide community outreach presentations for promotion and communication efforts
• Provide quality assurance for live web/phone/text coverage for day-to-day operations of the Warm Line
• Manage the collection and maintenance of the Warm Line call/chat data
• Develop and maintain strong working relationships with project and agency staff, leadership, consults, partners, funders, consumer advocates, and other key stakeholders
• Manage all funder data collection and reporting tasks
• Serve as a member of the MHASF Operations team
• Ability to travel to conferences, out-of-area meetings, and other related activities
• Be available to Warm Line staff during on-call hours and for critical situations
• Other duties as assigned by the Director of Warm Line programs and/or MHASF President and 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.

QUALIFICATIONS

• Ability to provide leadership and support to a diverse staff
• 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 peer specialists or peer support services
• Extensive experience coordinating projects, events, and training
• Extensive experience with volunteer management
• Experience working with county mental health systems
• 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 an ability to relate effectively with people from diverse backgrounds
• Commitment to the mission, vision, and values of MHASF
• Undergraduate degree, Graduate degree preferred or equivalent work experience and demonstrated competency as would be gained through degree completion
• Lived experience of mental health challenges/psychiatric disability required

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 : $78,000