Call Center Manager (1347)

Institute On Aging San Francisco , CA 94118

Posted 4 months ago

You may think "old" when you think of Institute on Aging ("IOA") because we offer services for seniors 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 Rather than focusing on archaic outdated design, we strive to consistently question the "status-quo" and create new and more innovative ways to help aging adults maintain their quality of life.

IOA's Friendship Line is seeking an experienced Call Center Manager to lead the agency's Friendship Line team. The Friendship Line is both a crisis intervention center and a "warm" line for routine, even daily, phone calls that provide emotional support, medication reminders and well-being check-ins. The line has never gone unanswered since 1973. A program of Institute on Aging's Center for Elderly Suicide Prevention and Grief-Related Services, the Friendship Line is nationally known and accredited by the American Association of Suicidology.

Key responsibilities of this position include, but may not be limited to the following categories:

Data Management/Information Systems Support

  • Manages data collection processes and report requirements for all contracts and grants across the program.

  • Produces accurate data reports for monthly, quarterly and annual grant reporting

  • Ensures data accuracy and integrity across multiple databases. Makes necessary operational changes within call center based on data

  • Works with Director and Senior Systems Business Analyst to determine best metrics for IOA Financial Dashboard and process for collection and report out of these metrics

  • Strategizes with Friendship Line Director in regard to metrics and progress toward performance goals to meet accreditation and grants requirements

  • In collaboration with Director, evaluates new funding opportunities in respect to data requirements and processes required for accurate data collection

  • Develop relationship with contract telecommunication provider and best practices for reports to be generated by provider

  • Analyses data reports from telecommunication provider and utilizes information to improve reporting practices or strategies for call distribution

  • Assists with connecting staff, volunteers and students to additional IT support as needed to ensure system is utilized effectively.

  • Creates and maintains all training materials for Electronic Health Record.


  • Directly supervises and supports Friendship Line counselors/ shift-leads

  • Leads Friendship Line Counselor team, including conducting staff meetings and scheduling shifts. May also co-lead Friendship Line staff meetings with Director as needed.

  • In collaboration with Director, determines best staffing model and strategies to ensure coverage of the line at all times.

  • Determine strategies and assignments relevant to answering and placing calls. This may include how inbound calls are distributed, how outbound calls are scheduled and other strategies on managing call volume and Friendship Line needs

  • Supervises volunteers as needed and provides leadership to counselors/ shift leads and Friendship Line Supervisor on best strategies to work with and lead volunteers during assigned shifts

  • Monitors and delegates monthly 6-month assessments/data entry completed by counselors

  • Monitors schedule of Counselors to ensure that a staff person is always present and provide short-term call center coverage during understaffed shift gaps.

  • Works in collaboration with Friendship Line Supervisor and Volunteer Coordinator to utilize call center data to motivate, educate, and maintain volunteers.

  • On a rotation basis, shares in duties of providing on-call supervisory support to overnight volunteers and ensures that Friendship Line Supervisor is aware of performance issues.

Operational Support, Training and Other Duties

  • Working with Director, determine strategies and assignments relevant to answering and placing calls. This may include how inbound calls are distributed, how outbound calls are scheduled and other strategies on managing call volume and Friendship Line needs

  • Works in collaboration with Friendship Line Supervisor to provide trainings to staff and volunteers that meet accreditation and grant requirements. Including a lead role in coordinating and running quarterly volunteer weekend trainings

  • Works in collaboration with Friendship Line supervisor to evaluate, monitor, and acquire appropriate clinical training for counselors and volunteers

  • Serves as program representative to IOA Connect. Work with Connect staff to ensure efficient facilitation of referrals to Friendship Line as well as utilizing Connect to provider referrals to Friendship Line callers

  • Serve as representative for Friendship Line services both within IOA and in the Community. As needed, work with Volunteer Coordinator to present opportunities at Friendship Line to attract new volunteers.

  • Participate in fundraising events and opportunities as needed

  • Other relevant duties as assigned.


  • B.A. or B.S. degree.

  • 3+ years' supervisory or team lead experience.

  • Strong decision making and problem-solving abilities.

  • Strong IT skills and general knowledge.

  • Fluent proficiency in use of Excel, Word, and Outlook software.

  • Detail-oriented with strong organization skills.

  • Highly organized and ability to effectively track a high volume of information.

  • Demonstrated ability to work effectively with a wide range of people.

  • Flexible, creative, enthusiastic, and willing to participate wherever needed.


  • Master's Degree in Human Services, Social Work, Gerontology, Psychology, Health Sciences or other health-related discipline.

  • Telecommunications or Call Center experience.

  • Knowledge and experience with Electronic Health Record system.

  • Community-oriented; interested in working on issues in aging and mental health.

  • Excellent written and verbal communication skills.

We encourage you to learn more about IOA by logging onto

Institute on Aging reserves the right to revise job descriptions or work hours as required.

IOA is an Equal Opportunity Employer: minority/female/disability/veteran

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Call Center Manager (1347)

Institute On Aging