Field Director Ambassadors

Essential Duties

Leadership: Provide leadership, coaching, and quality assurance for the Field Manager, Shift Leads and Street Ambassadors, ensuring all interactions with residents, clients, SROs, elected officials, dignitaries and other stakeholders uphold high standards of care and a solutions-oriented mindset.  
Operational Coordination: Oversee daily deployment, scheduling, and assignments for the Ambassadors, optimizing coverage of key locations on routes and times; step in to cover shifts (including nights, weekends, and holiday shifts) as needed to maintain service continuity. Monitors service request queue and receive operational calls from GLIDE’s customer service Help Desk. Responds to those calls and requests in a timely fashion and accordingly.
Case Management and Community Engagement: Provide leadership in the refinement of comprehensive case management practices to support individuals in need. Collaborate with all internal and external stakeholders to maximize the number of service connections within the “engagement, referral, connection” model.  Advocate and be a liaison between community members, local organizations, business owners, and city agencies, while advocating for community needs.
City Resource Utilization: Collaborate effectively with city agencies, leveraging municipal resources to address community concerns, improve neighborhood conditions, and implement effective solutions.
Risk Management and Response: Monitor Street data and trends through all platforms including the Jia app, proactively identifying emerging issues and coordinating responses with city agencies, law enforcement, and community partners.
Strong Communication Skills; the ability to de-escalate tensions and deal with sensitive/emotionally charged situations with tact and diplomacy while practicing emotional intelligence.
Outreach and Relationship Building: Conduct intentional and proactive outreach to local businesses and stakeholders to assess needs, gather feedback and surveys, while cultivating positive relationships within the community. Represent GLIDE at community meetings, events, and forums to advocate for the needs and interests of the Tenderloin community. Must be available to attend evening meetings. 
Training and Development: Coordinate regular staff and case conference meetings, training sessions, and professional development opportunities to train all Ambassador staff on neighborhood developments, resources, and best practices.
Safety & Emergency Response Coordination: Oversee day-to-day safety monitoring and the emergency response protocols, including Narcan administration for opioid overdoses, and coordinate training for Street Ambassadors in CPR, first aid, mental health, and cultural competency. Ensure team is trained to provide direct first aid as needed, utilizing advanced training and certifications in life-saving techniques to our clients. Document and record appropriately for contract compliance.
Performance Management and Reporting: Maintain accurate records of engagements, referrals, connections; prepare and submit Key Performance Indicators (KPIs) reports monthly (and when requested) established by GLIDE’s executive team.
Navigate and enter CCSF contract reporting requirements through CCSF database as well as internal Glide platforms for timely and accurate billing.

Requirements

Proven experience in a senior leadership role overseeing contract reporting, community engagement, safety programs, and/or related initiatives. 
Proven experience managing a team of ten or more employees using coaching, mentoring, and progressive discipline.  
Strong interpersonal and communication skills, with the ability to engage effectively with diverse stakeholders. 
Expertise in crisis management, case management, trauma informed care, and connecting individuals to resources. 
Comprehensive understanding of local community dynamics, social services, and public safety protocols. 
Bachelor’s degree in social work, Public Administration, Criminal Justice, or a related field. 
Certification in CPR, first aid, and Narcan administration. 
Commitment to equity, social justice, and the organization’s mission of serving marginalized communities. 
Must possess a valid CDL and be able to be listed on Glide’s insurance carrier as a driver. Maintain license in good standing while employed at Glide. Complete driving school with Glide approved vendor. 

Physical Requirements

The Ambassador Team dedicates a substantial portion of their time to outdoor activities. During their duties, employees may cover distances of five to seven miles per day. Essential qualifications include the capacity to bend, lift, and sustain standing and walking positions throughout the shift. Additionally, the role necessitates the ability to lift objects weighing up to 50 lbs. (maneuver carts, set up our mobile kiosk stations, and/or canopies as needed).  
The job of the Ambassador Team is physically and mentally demanding. Staff must be able to maintain a de-escalatory demeanor while addressing community needs.  
Must have the ability to walk far distances and/or stand for extended periods of time; 90-95% of work time is spent walking, standing, or otherwise on your feet.  
Must be able to perform job duties outside in inclement weather conditions ( i.e. heavy rain and heat conditions)