Friendship Line Team Lead

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 Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain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 Call Center Team Lead will also work closely with the Program Coordinator, Manager and Director to ensure that data is collected appropriately and all shifts are covered. This person can accrue clinical hours toward licensure in this position.

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

Range: $ 21.00 - 25.50/hourly

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 other non-monetary compensation which may be included.

We encourage you to learn more about IOA by visiting us here.

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