Friendship Line Team Lead (Full-Time, Temporary)

You may think “old” when you think of Institute on Aging (“IOA”) because we offer services for elders and are a 40+ year institute…. but you wouldn’t be more wrong. While we do have a long-standing history in California, IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.IOA’s 24-hour toll-free Friendship Line (“FL”) is the only accredited crisis line in the country for people aged 60 years and older, and adults living with disabilities. We also make on-going outreach calls to lonely older adults. While there are other organizations that respond to the needs of people who may be contemplating suicide, none provides the type of services that IOA’s Friendship Line offers to respond to the public health problem of suicide among the elderly.We are seeking a Temporary Friendship Line Call Center Team Lead who will provide operational and clinical support to the call center and call center clients. The Friendship Line Call Center Team Lead will also work closely with the Program Coordinator, Manager and Director to ensure that clients receive appropriate service and all shifts are covered. If appropriate, s/he can accrue clinical hours toward licensure in this position.The duration of this assignment is until May 28, 2021. Compensation starts at $20/ hour.This position may be remote in California but will require occasional appearances at the HQ in San Francisco for training or other required reasons. Candidates must reside within California. Shifts include overnight weekdays and possibly weekends.Key duties and responsibilities of the position include, but may not be limited to the following: Provide oversight of Call Center including shift coverage, supporting and training employees and volunteers, caller management, and required data collection Ensure Counselor Adherence and Occupancy Analyze operating practices such as CRM usage, and Process Improvement recommendations Support Volunteer Coordinator during new volunteer orientation trainings Monitor calls and properly document findings Track and complete monthly QA data Submit Adult Protective Services (APS) reports when necessary; manage APS tracking log and review and fax all reports after initial call in Respond and follow-up with CRM alerts Manage all outbound client profiles, assessments and intakes/ discharges and delegating tasks to counselors as needed CRM maintenance Ensure CRM accuracy and assist with training staff and volunteers on new tools Ensure tool Adoption Facilitate monthly Intern Group Supervision and/or monthly Volunteer Support groups Manage and respond to caller complaints Assist in tracking and maintaining requirements for AAS accreditation Assist Program Coordinator, Manager and Director as needed Availability to work Friendship Line shifts as needed Flexible to work any shift, including weekends Other duties as requiredREQUIRED QUALIFICATIONS Associates Degree or higher in Human Services, Business, Social Work, Gerontology, Psychology, Health Sciences or another health/ social services field Excellent interpersonal, organizational, oral and written communication skills Excellent problem-solving and detail-orientation Excellent written and verbal skills Proficiency in MS Office (Word, Excel, Access, Outlook, PowerPoint) CRM experience Ability to multi-task and meet deadlines Two-years of Customer Service experience One-year of Call Center experience in a high-volume, fast-paced environmentTECHNOLOGY REQUIREMENTS: High speed Internet connection (such as cable or DSL) with WiFi Personal computer with Webcam (PC: Windows 7 SP1 or later, or Mac OS 10.11 or later) Personal mobile device (Apple iOS 8.3 or newer, or Android 4.2 and newerDESIRED QUALIFICATIONS Bachelor or Master’s Degree in Human Services, Business, Social Work, Gerontology, Psychology, Health Sciences or another health/ social services field Previous experience in a Supervisor or Team Lead role Current/prior work experience as a volunteer or paid staff member within a human services agency Previous “Hot Line” experience a plus Bilingual language skills (Spanish, Cantonese, Mandarin a plus) Current or previous experience working with older adults and people with disabilities Excellent telephone skills; ability to accurately type 40 wpmWe encourage you to learn more about IOA by logging onto IOA reserves the right to revise job descriptions or work hours as stitute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.#LI-LH1