Warm Line Program Manager

TITLE: Warm Line Program Manager
REPORTS TO: Director of Warm Line Programs
SALARY: $74k-$78k
JOB STATUS: Full-time (40 hours); Exempt
HOURS/DAYS:

• Hours: 9am - 7pm, with some evenings and weekends
• Days: Monday - Thursday or Tuesday - 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 a special event

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!

ABOUT THE MENTAL HEALTH ASSOCIATION OF SAN FRANCISCO (MHASF)

MHASF is a mental health peer-run nonprofit located in downtown San Francisco and has been serving people and agencies across the Bay Area since 1947. As mental health consumers, we center the lived expertise of people with mental health challenges in our advocacy, education, and support programs, and we 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; post-hospitalization peer support; mental health and nutrition; peer mental health workforce development; and much more.

OVERVIEW OF POSITION

Under the supervision of the Director of Warm Line Programs, the Warm Line Program 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 Program Manager will lead the development of program policies, procedures, and training curriculum in collaboration with MHASF leadership and consultants. This role will also be responsible for leading outreach and communication efforts for program promotion; managing outcome data for evaluation and quality assurance activities; and serving as the primary liaison with funders. The person in this role will also oversee Warm Line hiring and staff management; will directly supervise Warm Line Assistant Managers and coordinators; and will coordinate staff training and development.

TOP 3 RESPONSIBILITIES

• 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

GENERAL RESPONSIBILITIES

• 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.

POSITION QUALIFICATIONS & SKILLS

• 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

DESIRABLE QUALIFICATIONS

• Experience with contract management and reporting
• Bilingual in Spanish, Cantonese, Mandarin, Vietnamese, or Tagalog