Lead Hotline Dispatcher

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,…

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