Text & Chat Coordinator

Job Description: Text & Chat Coordinator San Francisco
The Text and Chat Coordinator works closely with the Text and Chat Supervisor and is responsible for supporting all aspects of the Text and Chat experience at SFSP as a liaison to counselors taking texts/chats, scheduling, providing administrative support, and ensuring compliance with program standards, quality improvement, policies, contracts, procedures, and programmatic guidelines.
Accountabilities:

• 
  Text/Chat Counselor Scheduling and Support
• Service Delivery

• Administrative Support

• Coordinate the schedule of text/chat counselors ensuring coverage of all shifts.
• Assist with recruitment and onboarding of text/chat counselors (Ex: application review, interviews, reference checks, training, and mentoring.)
• Assist with performance evaluations and exit interviews.
• Organize continuing education and enrichment programming for text/chat counselors and assist with development of training materials.
• Maintain text/chat counselor records.

• Communicate weekly updates to text/chat counselors.
• Assess text/chat counselor needs and provide support.

• Monitor, review, and provide feedback on text/chat interactions for quality improvement, identifying areas of improvement for individual counselors and the department-at-large.

• Assist in ensuring program and individuals are meeting key performance indicators.
• Cover unfilled weekend shifts/call outs as needed.
• Provide consultations and support for high-risk text/chats, emergency rescues, and debriefing during shifts.

• Attend all required meetings.
• Perform other tasks as requested by Text and Chat Supervisor, Hotline Manager, and/or Director of Programs.

• 
  Interpersonal Communication - Establishes rapport quickly and delivers multi-mode communications that convey a clear understanding of the needs of different audiences: co-workers, managers, clients, families of clients, care providers, etc. Adjusts communication to fit the audience and the message. Accepts responsibility for miscommunications or misunderstandings. Listens actively and effectively: seeks first to understand. Conveys information in a jargon-free, non-judgmental manner.

• 
  Problem Solving - Uses a logical approach to address problems or manage the situation at hand by drawing on one’s knowledge and experience base, and calling on other references and resources as necessary. Presents problem analysis and recommended solution(s) rather than just identifying or describing the problem itself. Acknowledges when one doesn’t know something and takes steps to find out. Identifies root causes and addresses problems in ways that lead to innovative solutions. Considers multiple sides of an issue. Weighs consequences before making final decision. Is open to new ideas and processes. Adjusts approach to achieve results.

• 
  Optimizes Work Processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement and delivery of services. Identifies and creates the processes necessary to get work done with highest quality. Separates and combines activities into efficient and clear workflow. Designs processes and procedures that allow managing with minimal supervision. Seeks ways to improve processes, from small tweaks to complete redesign.

• 
  Ability to work flexible hours which may include evenings or weekends.
• Experience with recruitment and supervision of volunteers.

• Ability to organize tasks and manage projects.
• Able to manage emotions and reactions to different situations.
• Stays calm and clear under pressure.
• Strong computer skills: MS office, data entry, Zoom, Salesforce, and other related software.
• Ability to work effectively both individually and as part of a diverse team.

• Able to exercise good judgment and maintain healthy boundaries with volunteers, clients, and staff.
• Ability to analyze and interpret data.
• Experience leading and developing a multi-cultural team.
• High proficiency in data generation and outcomes retrieval.
• Ability to focus on task completion, utilize constructive criticism in a productive manner, and gain insight from collaborative efforts.

• Ability to meet time sensitive deadlines.

• 
  1-3 years work experience in a coordinator function or position with leadership/supervisory duties.

• Working knowledge of behavioral health and/or call center coordination and management.
• Bachelor’s or Master’s Degree in Behavioral Health (or related field) or equivalent experience.
• Experience in events coordination and/or public speaking.
• Successful completion of SFSP volunteer training or equivalent.
• Ability to work flexible hours (including evening, weekend and holiday hours as needed.)

• Demonstrated ability to utilize computers and proficiency in Microsoft Office and other related software.
• Strong time management, organization, and detail orientation.
• Strong training skills and ability to provide feedback in a constructive and positive manner.