Field Director Ambassadors

Position Summary:

The Field Director of the Cecil Williams CommunityAmbassadors Program is a community leader, overseeingGLIDE’s efforts to help create asafer, cleanerneighborhood that provides impactful services. The Field Director is responsible forachieving the Ambassadorprogram’s target outcomesand KPIs. This “on the ground” community engagement role leadsa team of CommunityAmbassadorswho providelow-threshold case managementand community-building activities. The Director is responsible forimplementing the Ambassador program and operations in alignment with its funding contract, GLIDE’s values, and the GLIDE FORWARD strategic plan focused on integrated services and strong neighborhood relationships.

The Director in the field each day focuses on community-building, quality assurance, and wraparound low-threshold case management. The Director understands the many ways in which poverty, marginalization, and other forms of trauma negatively impact community wellness and stays abreast of trauma-informed methods for optimal care. This position requires direct contact with diverse, high-risk individuals with complex needs, many of whom are active substance users. This job also involves street and neighborhood outreach where potential and/or current clients may spend time and/or live. Regular visibility and predictable attendance are essential and mandatory.

Essential Duties and Responsibilities:

• Leadership:Provide leadership, coaching,and quality assurance forthe Field Manager, Shift Leads and Street Ambassadors, ensuring all interactions with residents, clients, SROs, elected officials, dignitariesand other stakeholders uphold high standardsof careand a solutions-orientedmindset.
• Operational Coordination:Oversee daily deployment, scheduling,and assignments for the Ambassadors, optimizingcoverage of key locationson routesand times; step in to cover shifts (including nights,weekends, and holidayshifts) as needed to maintainservice continuity.Monitors service request queueand receiveoperational calls from GLIDE’s customer service Help Desk. Responds to those calls and requests in a timelyfashion and accordingly.
• Case Management and Community Engagement:Provide leadership in the refinement of comprehensive case management practices to support individuals in need. Collaboratewith all internal and external stakeholders to maximize the number of service connections within the “engagement, referral, connection” model. Advocate andbe aliaisonbetween community members, local organizations, business owners, and cityagencies, while advocating for community needs.
• City Resource Utilization:Collaborate effectively with city agencies, leveragingmunicipal resources to address community concerns, improve neighborhood conditions, and implement effective solutions.
• Risk Management and Response:Monitor Streetdataand trendsthrough all platforms including the Jia app, proactively identifyingemerging issuesand 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 feedbackand surveys, while cultivatingpositive relationships within the community. Represent GLIDEat community meetings, events, and forums to advocate for the needs and interests of the Tenderloin community.Mustbe available to attend evening meetings.
• Training and Development:Coordinate regularstaff and case conference meetings, training sessions, and professional development opportunities to trainall Ambassadorstaffonneighborhood developments, resources, and best practices.
• Safety & Emergency Response Coordination:Oversee day-to-day safety monitoring and theemergency response protocols, including Narcan administration for opioid overdoses, and coordinate training for Street Ambassadors in CPR, first aid, mental health, and cultural competency. Ensureteam is trainedto provide direct first aidas needed, utilizingadvanced training and certifications in life-saving techniques to our clients.Document and record appropriately for contract compliance.
• Performance Management and Reporting:Maintainaccuraterecords of engagements, referrals, connections; prepare and submitKey Performance Indicators (KPIs) reportsmonthly (and when requested)establishedby GLIDE’s executive team.
• Navigate and enter CCSF contract reporting requirementsthrough CCSF database as well as internal Glide platformsfor timelyand accuratebilling.

Minimum Qualifications & 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)