Hotline Workforce Manager Coordinator

Join to apply for the Hotline Workforce Manager Coordinator role at Felton Institute

1 week ago Be among the first 25 applicants

Join to apply for the Hotline Workforce Manager Coordinator role at Felton Institute

Get AI-powered advice on this job and more exclusive features.

This range is provided by Felton Institute. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$70,000.00/yr - $85,000.00/yr

Job Description:
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 " ".
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.

#J-18808-Ljbffr