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Hotline Workforce Management 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 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 Manager

Job Type: Full-Time

Work Schedule: Hybrid

FLSA Status: Exempt

Salary 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 "jobs@felton.org".

IMP NOTE: Job responsibilities are subject to change according to program requirements. Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Health Care Provider Industries Hospitals and Health Care Referrals increase your chances of interviewing at Felton Institute by 2x Get notified about new Workforce Manager jobs in San Francisco, CA . San Mateo, CA $170,690.00-$203,410.00 1 week ago San Francisco, CA $100,000.00-$130,000.00 3 weeks ago Manager - SFO San Francisco International Airport Union City, CA $130,000.00-$175,000.00 1 year ago Workforce Development Advocate - Oakland Oakland, CA $63,000.00-$75,800.00 3 weeks ago Senior Manager, DashMart - Workforce Strategy & Analytics Brisbane, CA $200,000.00-$260,000.00 5 days ago San Francisco, CA $70,000.00-$90,000.00 22 hours ago Brisbane, CA $200,000.00-$230,000.00 1 week ago Richmond, CA $75,000.00-$85,000.00 2 weeks ago Talent Experience & Acquisition Manager Richmond, CA $75,000.00-$85,000.00 2 weeks ago Payroll and Workforce Management Advisory Manager San Francisco, CA $130,800.00-$241,000.00 2 weeks ago Brisbane, CA $146,000.00-$190,000.00 1 week ago San Ramon, CA $135,556.00-$180,741.00 17 hours ago San Francisco, CA $130,800.00-$241,000.00 2 weeks ago San Francisco, CA $160,000.00-$240,000.00 2 weeks ago San Francisco, CA $169,000.00-$206,500.00 5 days ago San Francisco, CA $119,000.00-$183,000.00 7 hours ago Senior Manager, Safety & Security, (Stadium or Non Competition Sites) - San Francisco/Bay Area, CA, FIFA World Cup 2026 San Leandro, CA $92,856.00-$130,206.00 1 month ago Business Analyst Associate, Product Go-To-Market San Bruno, CA $96,000.00-$138,000.00 18 hours ago San Francisco, CA $131,000.00-$241,000.00 1 day ago San Francisco, CA $50.00-$55.00 6 days ago San Francisco, CA $72,100.00-$75,000.00 1 month ago San Francisco, CA $75,000.00-$85,000.00 3 weeks ago San Francisco, CA $157,600.00-$236,500.00 13 hours ago San Leandro, CA $92,856.00-$130,206.00 1 month ago San Mateo, CA $140,140.00-$183,690.00 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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