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TALK Line Supervisor

Employer
Safe and Sound
Location
San Francisco, California
Salary
The base salary for this position is $65,000.00 annually. The language premium is $2,080 annually.
Closing date
Jun 2, 2023

Job Details

Position Title: TALK Line Supervisor

Department: Children & Family Services

Reports to: Senior Program Manager, TALK Line

Location: 1757 Waller Street, San Francisco, CA 94117

ABOUT THE ORGANIZATION

Safe & Sound 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 than 50 years. Recently, the organization has begun to expand its impact working throughout the state of California.

 

Child maltreatment 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 $15.4 million and is supported by approximately 70 staff, interns, and more than 80 volunteers. Safe & Sound headquarters is located in a historic firehouse in the Haight-Ashbury neighborhood of San Francisco, with a second office in the Bayview neighborhood.

 

Safe & Sound recently merged with The Center for Youth Wellness (CYW), a national leader in the effort to advance pediatric medicine, raise public awareness, and transform the way society responds to children exposed to Adverse Childhood Experiences (ACEs). Founded by California’s first Surgeon General Dr. Nadine Burke Harris, CYW has created a national call to screen, treat, and heal ACEs and toxic stress.

 

More information is available at:  www.safeandsound.org

 

OVERALL SUMMARY 

The TALK (Telephone Aid in Living with Kids) Line is a 24-hour parent & caregiver support warmline providing early interventions, support, and community-based referrals to parents and caregivers experiencing stress. The TALK Line is primarily staffed by trained and supervised volunteer line operators. We respond to incoming calls and also conduct regular follow-up with parents and caregivers with heightened needs.

At the direction of the Senior Program Manager, and in collaboration with the rest of the TALK Line supervisor team, this position serves as a shift supervisor responsible for overseeing day-to-day operations of the TALK Line and providing 1:1 supervision to volunteer line operators. This position requires a flexible work schedule, due to the need to assure coverage of the line, and to assure uninterrupted supervision of the volunteers.
 

ESSENTIAL FUNCTIONS
Volunteer Management & Support

  • Provide supervision, support, and guidance to TALK Line volunteers on a weekly basis, including in-the-moment troubleshooting for challenging calls. Evaluate volunteers’ performance on an ongoing basis. Collaborate with TALK Line Supervisors to ensure supervisory coverage of the TALK Line, serving as evening on-call supervisor as needed.  Conduct screenings and interviews with prospective volunteers. Implement biannual volunteer training program, revising current and/or developing new training curriculum as needed to ensure the program is in alignment with emerging best practices in the field.. Develop and improve volunteer management systems and protocols
     

Program Management

  • Maintain and Improve primary elements of the TALK Line
  • Ensure effective scheduling of volunteers.
  • Monitor real time and historical call data to manage data collection and internal/external reporting requirements.
  • Cover the line when volunteers are unavailable, including during evening hours Answer incoming calls, respond to voicemail messages, and make follow up calls to parents and caregivers as needed.
  • Ensure TALK Line services are effective at building family protective factors and maintain a warm, welcoming, and healing-centered support system for all parents and caregivers
  • Document all calls and follow up tasks appropriately into the Birdseye/Salesforce database.
  • Respond to crisis and high-risk calls according to Safe & Sound procedures
  • Contribute ongoing research in the delivery of empowering supportive services to parents and caregivers.
  • Stay current in the peer-support/human services/social work fields, ensuring the team is aware of emerging best practices, thought leadership, and service delivery models.
  • Attend and participate in regular staff meetings, 1-on-1 supervision meetings, and staff learning labs.
  • Attend and participate in agency-wide and interdepartmental meetings to ensure coordination and alignment of services across program areas.
  • Support at least one organization-wide special event per year such as our annual holiday toy store.
     

Community Engagement

  • Assist with community outreach and presentations to ensure the bay area’s most marginalized families are aware of TALK Line’s services. 
  • Build referral partnerships and collaborative relationships with other community-based organizations to ensure access to quality services for caregivers utilizing the TALK Line.

Undertake other duties as assigned.

ESSENTIAL QUALIFICATIONS
This position requires an empathetic and value-driven person with strong attention to detail, communication skills and commitment to supporting diverse Bay Area families. Specifically we are looking for individuals with;

  • Three (3) or more years of experience in volunteer supervision and management.
  • Five (5) or more years of experience providing direct services to diverse populations, ideally in the bay area.
  • Demonstrated experience with training curriculum development and facilitation.
  • Knowledge of family empowerment models, harm reduction & anti-oppression principles, and healing-centered approaches .
  • Professional computer experience (including Microsoft Office Suite) and ability to quickly learn new software.
  • Detail oriented and ability to complete assignments on time while balancing competing priorities.
  • Ability to make connections with people from a variety of backgrounds Has a growth mindset, values on-going learning and proactively seeks feedback.
  • Alignment with Safe & Sound’s mission, vision, values.

PREFERRED QUALIFICATIONS

  • Fluent in Spanish or Cantonese.
  • Lived experience as a parent or caregiver navigating child welfare, mental health or substance use challenges, divorce and family violence, and/or raising a child with disabilities.
  • Completion of the Prosolutions Strengthening Families™ Protective Factors Framework 13 hr training prior to hire. Note, all staff will be required to complete this training within one month of hire.

 

POSITION SPECIFICATIONS

  • Full-time
    • Position requires a flexible schedule and may include some evening and weekend hours
    • In person work required, with possibility of hybrid work option.
    • Exempt
    • Position will be fingerprinted and reference-checked.

PHYSICAL REQUIREMENTS

  • Typical Working Conditions
    • Standard office setting
    Equipment Used
    • Computer, phone, fax, copier.
    Essential Physical Tasks
    • Ability to travel within San Francisco and occasional travel throughout the Bay Area.

 

The base salary for this position is $65,000.00 annually and is eligible for a language premium. The language premium is $2,080 annually. This position is eligible for agency-sponsored benefits.

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

Safe & Sound provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The TALK Line strives to cultivate a team that reflects the diverse population we serve and thus strongly encourages diverse candidates from underrepresented communities to apply, including but not limited to individuals who identify as QT/BIPOC, those impacted by the child welfare/foster care systems, and public benefits recipients.

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

**Beginning March 24, 2022: Safe & Sound implemented a Mandatory COVID-19 Vaccination Policy for all staff either to be fully vaccinated and boosted (as the appropriate time after full vaccination) or, request a Medical or Religious Exemption. This policy accompanies current CDC recommendations for Safe & Sound worksites including wearing masks indoors and maintaining social distancing practices regardless of vaccination status.

Should you be offered, and subsequently accept this position, it is expected that you will abide by this policy, in addition to other organizational policies.

 

 

 

Company

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 over 40 years. Recently the organization has begun to expand its impact working 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, 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.

Company info
Telephone
4156680494
Location
1757 Waller Street
San Francisco
CALIFORNIA
94117
US

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