Institute on Aging ("IOA") is a San Francisco based non-profit agency dedicated to preserving the dignity, independence and well-being of aging adults and people living with disabilities. We believe the future should be something to look forward to, at every age. We embrace the Bay Area's vibrant and varied culture and celebrate the diversity of its inhabitants. We have a commitment to representing, honoring and enhancing the journeys of aging adults, including those from many different cultures.
The Friendship Line Department is seeking a Part Time Friendship Line Counselor located at IOA's headquarters in San Francisco's Inner Richmond neighborhood.
Reporting to the Call Center Manager, the Part Time Friendship Line Counselor will be responsible for receiving inbound calls and making outbound calls providing emotional support, reassurance, counseling, crisis intervention, abuse prevention, well-being checks, and information and referrals for older adults over the phone. The Friendship Line Counselor also works closely with the Supervisors, Manager, Program Coordinator, and Director to ensure that data is collected appropriately, and shifts are adequately covered.
Primarily work phone shifts as needed. This will include weekend hours and occasional short-notice requests for shift coverage.
Manage call center queue and outbound call out schedule.
Assure all calls coming into the call center are answered in 60 seconds or less.
Provide referrals and information to callers as needed.
Enter 100% of caller information into FL database in real time.
Complete new client intakes as requested.
Complete six-month assessments for all clients including PHQ-9, UCLA Loneliness, MOS Social Support, and Suicide Risk Assessment
Attend relevant trainings offered by Friendship Line and IOA.
Meet quarterly (at minimum) with FL Manager for support and supervision.
Meet quarterly (at minimum) with FL team for staff meeting.
Assist with scheduling volunteers for phone shifts as needed.
Provide support and assistance to volunteers as needed.
Responsible for contacting FL Supervisor(s) for call-center support if needed
All other reasonably related jobs as assigned by the Staff
Flexibility in week to week schedule to meet the demands of shift coverage.
Work experience as a volunteer or paid staff member in human services.
Strongly preferred Cantonese, Mandarin, or Spanish speaker.
Excellent organizational, interpersonal, and communication skills; detail-oriented; ability to multi-task and to follow through to project completion.
Demonstrates good problem-solving skills.
Computer proficiency in MS Office (Word, Excel, Outlook) and database management.
Flexibility and patience to work in a busy team environment.
Ability to take direction and to refer issues beyond scope of their duties to FL supervisors and Manager
Bachelor's Degree preferred; Human Services, Social Work, or other health-related field, including Gerontology, Psychology, or Health Sciences.
One-year prior experience with hotlines and/or call centers preferred.
Experience learning and using online database preferred.
Experience working with elders preferred.
Institute on Aging reserves the right to revise job descriptions or work hours as required.
The mission that drives us: IOA wants everyone to AgeOn!
Institute on Aging works to enhance the quality of life for adults as they age by enabling them to maintain their health, well-being, independence and participation in the community.
Who we serve:
We serve a diverse population of older adults and disabled adults without regard to ethnicity, religion, sexual identity, or social status. We embrace the Bay area's vibrant and varied culture, celebrating the diversity of its inhabitants. We have a commitment to representing, honoring, and enhancing the journeys of all aging adults, including those from different cultural backgrounds as well as seniors within the LGBT community.
We continuously seek to embrace and uphold our values:
Integrity, Authenticity, Collaboration, Innovation, Accountability and Compassion.
A little about our benefits:
A fit for all, our benefits will have you covered whether you are single, married, or in a domestic partnership, including kids or no kids! We offer two healthcare plans to choose from, provide 9 paid holidays, one floating holiday, and two weeks paid vacation (three weeks after your 1-year anniversary hits). Additionally, we have paid parental leave, family medical leave, 403(b) plans, pre-tax commuter benefits and other options. We foster an open work environment that supports and promotes diversity, inclusion and individuality. Employee Resource Groups and wellness programs are also available.
We encourage you to learn more about IOA by logging onto www.ioaging.org/about-ioa
IOA is an Equal Opportunity Employer: minority/female/disability/veteran
Institute On Aging