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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 Rather than focusing on archaic outdated design, we strive to consistently question the "status-quo" and create new and more innovative ways to help aging adults and adults with disabilities maintain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.
The Friendship Line is a signature program of Institute on Aging, and has never gone unanswered since it was founded in 1973 by Dr. Patrick Arbore. Dr. Arbore's observation that "connection to others binds us to life" led him to establish the Friendship Line, which is both a "warm line" and a crisis intervention center for routine - even daily - phone calls that provide emotional support and friendly conversation.POSITION TITLE: Friendship Line Call Center Team Lead
REPORTS TO: Call Center Manager
Key duties and responsibilities of the position include, but may not be limited to the following:
Providing oversight of Call Center including covering shifts, supporting and training volunteers, caller management and contract required data collection
Observing how the call-center is run, including considering how to make the call center run more efficiently, resolving operational problems and supporting employees and volunteers in day to day operations
Analyzing operating practices such as record keeping systems, forms control, office layout, workflow or revise established procedures; making recommendations to Director
Supporting Volunteer Coordinator at all new volunteer orientation trainings
Conducting regular audits of phone lines and documenting findings in Quality Assurance and Improvement (QAI) log
Tracking and completing monthly QAI data and sending it to the Director
Submitting Adult Protective Services (APS) reports when necessary; managing APS tracking log and reviewing and faxing all reports after initial call in
Responding and following-up with all database/ iCarol Alerts
Managing all outbound client profiles, assessments and intakes/ discharges and delegating tasks to counselors as needed
Assisting with data entry, cleanup and maintenance into/of FL database
Ensuring FL database accuracy and assisting with training staff and volunteers on new database
Facilitating monthly Intern Group Supervision and monthly Volunteer Support groups
Managing and responding to caller complaints, utilizing Director for support as needed
Assisting in the tracking of, and maintaining requirements for AAS accreditation
Assisting Program Coordinator, Manager and Director when needed
Availability to work Friendship Line shifts as needed
REQUIRED 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 proficiency in MS Office (Word, Excel, Access, Outlook, PowerPoint) and database management
Ability to multi-task and to follow through to project completion
Ability to take direction and to refer issues beyond scope of own duties
COMPENSATION
This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.
This range does not include any additional equity, benefits, or othernon-monetarycompensation which may be include
We encourage you to learn more about IOA by visiting .
IOA reserves the right to adjust work hours or duties when appropriate.
Institute 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.
Full Time
Social & Legal Services
$108k-140k (estimate)
02/24/2024
06/09/2024
ioaging.org
SAN FRANCISCO, CA
200 - 500
1985
J THOMAS BRIODY
$10M - $50M
Social & Legal Services