Lead Hotline Dispatcher

Mission Action, Inc.; San Francisco (CA); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(K)

Job summary

Mission Action seeks a Lead Hotline Dispatcher for the Immigrant Rights and Community Empowerment Program. You will provide M-F, 9-5 coverage on the SF Rapid Response Hotline, refer callers, complete intakes, and coordinate with attorneys on call.

You will monitor technical issues, assist in training new dispatchers, transcribe calls, and help identify opportunities for system improvements to support detained individuals and affected community members during ICE emergencies.

Qualifications

• Fluency in Spanish required.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.

Responsibilities

• Provide M-F, 9-5 coverage on the SF Rapid Response Hotline as a dispatcher, referring and advising callers, completing intakes, and responding to emergencies when necessary.
• Coordinate with on-call attorneys and track intakes, following up with loved ones of detained individuals as needed.
• Transcribe hotline calls, monitor trends, and support system improvements to ensure uninterrupted access for the community.

Skills

Spanish fluency

Communication

Organizational skills

Multitasking

Empathy

Tools

Microsoft Word

Microsoft Excel

Job description

Job Announcement

Lead Hotline Dispatcher

Position: Lead Hotline Dispatcher

Program: Immigrant Rights and Community Empowerment (IRCE)

Reports to: SFRRN Program Manager

Compensation: $24 per hour, 0.6 FTE (24 hours a week), commensurate with experience. Benefits include medical, dental, vision, long-term disability, life insurance, flexible spending account, commuter benefits, paid holiday, paid sick leave, generous vacation with Summer Recess and Winter Recess, and 401(K) with employer matching.

Deadline: Immediately interviewing on a rolling basis until position is filled.

About the Organization:

Mission Action has been growing rapidly, therefore, we have created a lot of new positions in different programs. Please consider joining our team to serve the communities.

Mission Action nurtures individual wellness and cultivates collective power among low-income and immigrant communities to create a more just society. As a multi-issue, multi-strategy organization, we work to improve lives on an individual level as well as affect broader social change by engaging in advocacy and community organizing. We work together across programs to address homelessness, lack of affordable housing, and to support immigrant rights in order to meet the complex needs of our communities and collectively address the root causes of suffering and injustice. To learn more about our organization's model and impact, we encourage you to watch the following video.

Program Description:

The Immigrant Rights and Community Empowerment Program (IRCE), a program of Mission Action was established in 2018 to improve the impact of immigrant rights work in San Francisco through coalition building and infusing the coalitions and their work with a transformative/healing justice lens. IRCE provides leadership and coordination to the San Francisco Immigrant Legal and Education Network (SFILEN) and the San Francisco Rapid Response Network (SFRRN).

Position Description:

The Lead Hotline Dispatcher is the lead staff providing coverage M-F, 9-5 on SFRRN's immigrant rights hotline, which provides critical resource referrals and response to ICE emergencies in San Francisco. The position also involves communicating with attorneys on call, keeping track of intakes, and following up with loved ones of detained people as needed.

Key Responsibilities:

Lead Dispatcher Duties and Responsibilities:

• Provide M-F, 9-5 coverage on the SF Rapid Response Hotline as a dispatcher, appropriately referring and advising callers, completing intakes, and responding to emergencies when necessary
• Together with SFRRN Program Coordinator, respond to confirmed ICE emergencies, including those that happen outside of normal business hours, as needed
• Monitor, track, and problem-solve technical issues to ensure community access to the hotline is uninterrupted
• Manage scheduling for SFRRN dispatcher team and facilitate monthly team meetings to discuss emerging issues
• Maintain and update all hotline dispatcher training materials, including timely updates related to ICE enforcement policies, court protocols, and other issues that may impact community members calling the hotline
• Support the training and onboarding process for new hotline dispatchers
• Transcribe all hotline calls, tracking trends and identifying opportunities for system improvement

Other Organizational Duties:

• Conduct business in accordance with the Mission Action Employee Handbook, exercising sound judgment and serving the best interests of the agency and the community
• Work within the framework of the agency's mission, vision, values, theory of change, and organization's commitment to diversity, equity, and inclusion, restorative justice, trauma-informed work, and language justice.
• Commit yourself to treating each community member with respect and dignity
• Perform other duties as assigned

Knowledge, Skills, and Abilities:

• Background in and passion for working with low-income and immigrant communities around issues of affordable housing, land use, and/or immigrant & worker rights; familiarity with these issues in the Mission District and San Francisco, highly desired.
• Fluency in Spanish required
• Excellent word-processing and computer skills, including knowledge of Microsoft Word and Excel
• Must possess emotional intelligence and be well resourced to deal with vicarious trauma experienced through the Hotline work
• Must be well organized, efficient, highly motivated, and able to handle multiple tasks at once, work well under pressure, and take initiative
• Must have outstanding written, verbal, and interpersonal skills, superb attention to detail, and excellent phone manner
• Ability to work independently

Mission Action (www.missionaction.org) is an equal-opportunity employer which values lived experience and seeks applicants of the greatest diversity possible. We encourage people of color, women, older people, members of the LGBTQ community, and individuals with disabilities, including HIV and community members who grew up in the Mission District. Pursuant to the SF Fair Chance Ordinance, we will consider for employment, qualified applicants with arrest and conviction records.