Contact Center Supervisor jobs in San Francisco, CA

JOB SUMMARY:

Provides outreach services to, and assessment of, socially isolated older adults in San Francisco’s Tenderloin, Civic Center, Western Addition, SOMA, Nob Hill, Castro and Polk Gulch neighborhoods. Provides Supervision to the Peer Programs Team.

DEFINITION OF A PEER:

A person with a lived experience navigating the behavioral health system of San Francisco either through their own journey of wellness and recovery, or having been supportive of a friend, loved one, or family member in their wellness and recovery.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee daily operations of department.
• Practice and reinforce the mission, vision and values of the organization.
• Participate in the interviewing, hiring, and orienting all direct reports.
• Maintain appropriate staffing levels.
• Provide initial and ongoing training to team members.
• Assign duties and work schedules to direct reports and provide on-site guidance of established procedures.
• Review and approve timecards, including time off requests.  Make appropriate edits, when needed.
• Monitor overtime, doubletime, and missed meal breaks.  If abuse is apparent, meet with employee(s) to discuss.  If abuse continues, work with HR for disciplinary actions. 
• Provide support, direction, and supervision to team members and assist them with any questions or problems.
• Support manager in addressing any performance problems.

• Conduct assessments of new referrals and program participants every six months.
• Develop trusting relationships with socially isolated older adults.
• Outreach and engagement of diverse peers; racially, ethnically, culturally, by gender, by sexual orientation, by age group, etc.
• Advocate for and model principles of wellness and recovery.
• Link/refer program participants to community resources; medical, mental health, substance use, case management, and socially engaged activities.
• Identify traditional and non-traditional venues where socially isolated older adults may be reached.
• Facilitate group activities in person and remotely.
• Provide culturally sensitive behavioral health assessments.
• Complete weekly logs of visits with program participants.
• Enter data into database.
• Perform other duties as assigned.

JOB REQUIREMENTS:

• Completion of a mental health/substance use peer counseling certificate program.
• Minimum 2 years’ experience, and knowledge and understanding of low-income and minority communities in San Francisco.
• Minimum 2 years’ supervisor experience, in a non-profit environment.

• Personal identification with one racially, ethnically, culturally, or LGBTQ groups.
• Experience in, and knowledge of the behavioral health consumer movement.
• Lived experience of personal behavioral health condition(s).
• Other language skills a plus.

• Proof of Covid Vaccines required: completed original series and first booster.
• Proof of negative or inactive TB required. Curry Senior Center will provide or reimburse for the cost of a TB test after an offer of employment has been accepted by both parties. Proof of a negative TB test within 90 days will also be accepted.

DESIRED SKILLS AND ABILITIES:

• Knowledge of mental health, substance use and social service in the community.

• Effective oral and written communications skills with the ability to express ideas in a clear, thorough, concise manner.
• Strong interpersonal, communication and organizational skills. Solid aptitude for customer service.
• High degree of skill in grammar, spelling and punctuation.
• Ability to maintain the confidentiality of all information obtained.
• Strong organizational skills and the ability to prioritize workflow.
• High level of analytical problem-solving skills.
• Excellent time management skills, including the ability to manage self-development.
• Must be action-oriented and have the ability to work independently and as a team player.
• Strong computer skills such as Chrome, Google suite, Apple iOS, Office suite.

PHYSICAL DEMANDS:

Work will be performed sitting at a desk/chair or standing while speaking and interacting with clients. Position will require average finger dexterity to operate normal office equipment and systems.

Sitting:             15 % of the workday

Standing:        15 % of the workday

Walking:         40 % of the workday

Bending:         5 % of the workday

Twisting:          5 % of the workday

Lifting:             5 % of the workday/Moderate, generally not over 10 pounds

Carrying:        5 % of the workday/Moderate, generally not over 10 pounds

Climbing:       10 % of the workday