TALK Line Supervisor

POSITION SPECIFICATION

POSITION TITLE: TALK Line Supervisor

DEPARTMENT:      Children & Family Services

REPORTS TO:         TALK Line Manager

LOCATION:               1757 Waller St., San Francisco, CA 94117

ABOUT THE ORGANIZATION

Safe & Sound (formerly the San Francisco Child Abuse Prevention Center) is a children’s advocacy organization working to prevent child abuse and reduce its devastating impact on the child, their family, and our entire community.

We have been a pioneer in the field of child abuse prevention, working within San Francisco for more 40 years. Recently the organization has begun to expand its impact throughout the state of California.

Child Abuse is a complex problem but a preventable one. Our data-informed approach leverages three primary strategies: we empower children with knowledge and confidence; we support families providing resources and skills; we activate the community and the change-makers within it to create a thriving social safety net for children and their families.

The organization has an annual operating budget of approximately $8 million and is supported by approximately 60 staff and interns and more than 80 volunteers. Safe & Sound’s headquarters is located in a historic firehouse in the Haight-Ashbury neighborhood of San Francisco with a second office in the Bayview neighborhood.

More information is available at:  www.safeandsound.org.

OVERALL SUMMARY
This position is responsible for providing supervision to volunteers on the TALK Line (Telephone Aid in Living with Kids).  This position requires a flexible work schedule, due to the need to assure coverage of the 24-hour crisis line, and to assure uninterrupted supervision of the volunteer counselors.

ESSENTIAL FUNCTIONS  

• Provide clinical supervision to 12-14 TALK Line volunteer counselors on a weekly basis, up to one (1) hour per week per volunteer.  Provide support and guidance to assigned volunteers during shifts as well as after hours. Evaluate volunteers on an ongoing basis.
• Manage the weekly TALK Line shift schedule and calendar, including seeking coverage for open shifts and communicating with volunteers about their scheduling needs, recurring and ad hoc.
• Cover open TALK Line shifts as needed
• Serve during specific periods as the “on-duty” supervisor on an as needed basis; includes a weekly evening shift as on-duty Supervisor (5pm-11pm)
• Conduct extensive case management of calls to the TALK Line, manage escalated client calls from volunteers, handle crisis calls and supervise volunteers in crisis management.
• Provide robust services to client families. Work with TALK Line clients to connect them with additional community services (e.g. providing referrals to other community-based organizations). Maintain supplemental contact and follow-up as needed.
• Screen, interview, and train prospective volunteers in collaboration with TALK Line Manager and other Line supervisors. Co-facilitate new volunteer training with other supervisors and manager three times per year, each training approx. 27 hours long.
• Attend weekly Agency program meetings, supervision with other clinicians, and Center staff meetings.
• Actively participate on a Service Delivery Team to ensure coordination and alignment of services across program areas.
• Contribute ongoing research and best practice in the delivery of supportive services to families.

Undertake other duties as assigned.

ESSENTIAL QUALIFICATIONS

• Demonstrated experience in volunteer training &/or supervision required
• Hands on knowledge of child development, family dynamics, and the impact of child abuse & neglect.
• Experience working with culturally diverse clients & families as well as with a culturally diverse co-workers, volunteers and interns
• Requires familiarity with services available in the community.
• Ability to make a meaningful connection with clients via telephone. 
• Ability to balance competing priorities and triage effectively.
• Ability to work flexibly to provide appropriate and effective supervision and coaching to meet the diverse needs of volunteer counselors.
• Basic computer skills required: Word processing and internet search capabilities, including use of our internal data system, Birdseye

PREFERRED QUALIFICATIONS

• MSW, MFT, psychology or vocational counseling degree or background in counseling.
• At least three (3) years providing crisis intervention and counseling services.
• Fluency in Spanish &/or Cantonese
• Warm, positive stance as foundation of clinical work.
• Thoughtful, flexible, capable of addressing immediate needs and building rapport while concurrently assessing the acuity of a situation for potential crisis intervention.

POSITION SPECIFICATIONS

• Full-time (40 hours per week)
• Exempt
• Occasional on-call hours, may include weekend & holiday hours.
• Position will be reference-checked and fingerprinted

PHYSICAL REQUIREMENTS

●Typical Working Conditions: Standard office conditions; ability to work remotely (if necessary)

●Equipment Used: Phone, computer, fax, copier. 

●Essential Physical Tasks: Ability to lift light boxes & supplies (up to 25 lbs)

The base salary for this position is $59,200.08 annually and eligible for agency-sponsored benefits.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Safe & Sound is committed to workforce diversity. Qualified applicants will receive full consideration without regard to age, race, color, religion, gender, sexual orientation, or national origin.

Qualified candidates should submit a resume and a detailed cover letter to Human Resources at employment@safeandsound.org.