Field Manager Ambassadors

Position Summary:

As a Field Manager in the Cecil Williams Ambassador program, you lead a dynamic team dedicated to unconditional love and community-building in the vibrant Tenderloin neighborhood of San Francisco. You directly engage with housed and unhoused residents, businesses, landlords, Single Room Occupancy (SRO) facilities, City Staff, partnering non-profits, and other stakeholders, embodying the values of GLIDE to provide Quality Assurance and leadership in community building. You help ensure that each Ambassador equips stakeholders with information regarding neighborhood resources and services, assists those in need to directly access services, provides low-threshold case management, and represents GLIDE as a model brand Ambassador.

The FieldManager is “in our streets” ensuring that the Ambassadorsfacilitate safety, cleanliness, and meaningful access to shelter, food, medical care, behavioral health care, testing, medication-assisted treatment, and other support services. This position requires direct contact with diverse, high-risk individuals with complex needs, many of whom are active substance users, evening hours, and continuous neighborhood outreach. Regular and predictable attendance is required. The Field Manager is a community leader, uplifting GLIDE’s legacy of unconditional love while working for the people in our community. The incumbent is required to perform all functions of the Street Ambassadors when necessary, along with oversight, quality assurance, reporting, and employee coaching.

Essential Functions

• Provide leadership to your team to fulfill the mission, vision, and contractual requirements of the Cecil Williams Community Ambassador Program.
• Maintain high standardsof performance and data collection across all Community Ambassador teams.
• Monitor street activity and trends, identifyingemerging issuesand coordinatingappropriate responsesin collaboration with city agencies, law enforcement, and community partners.
• Coordinate daily deployment schedules and assignments for Street Ambassadors to ensure coverage of key locations and times; cover shifts as needed.
• Provide hands-on dispatch,facilitation,oversight, quality assurance, and training to ensure all Community Ambassadors are conducting efficient and effective case management of community engagements, referrals, and connections to createasaferand cleaner neighborhood.
• Act as a liaison between community members, local organizations, and city agencies to address concerns and advocate for community needswith Glide values in mind. Respond to inquiries and address the concerns of community members, modelling GLIDE’s brand of unconditional love for your team of street ambassadors.
• Attend regular meetings and training sessions to stay informed about neighborhood developments, resources, and best practicesand share this information with your team and colleagues.Conduct regular outreach to local businesses and stakeholders to assess needs, gather feedback, and foster positive relationshipswithin the community.
• Participate in community outreach and engagement events to promote positive interactions and build relationships with residents and stakeholders.
• Representthe Street Ambassador program at community meetings, events, and forums to advocate for the needs and interests of the Tenderloin community.
• Coordinate training opportunities for Street Ambassadors, including CPR, first aid, Narcan administration, and cultural competency.
• Maintain accuraterecords of interactions, observations, and outreach activitiesand submitreports in line with KPIs (Key Performance Indicators) outlined by the Director.
• Follow Comprehensive case managementbest practices from the GLIDE Case Management training program.
• Engage with housed and unhoused residents, businesses, landlords, visitors, and SRO facilities in the Tenderloin district with a friendly and de-escalatory demeanor, demonstrating empathy, kindness, and the values of GLIDE; Offer directions and guidance to individuals seeking assistance or information, demonstrating patience, understanding, and a willingness to help.Connecthoused and unhoused residents, businesses, landlords, visitors, and SRO facilities to resources, servicesand amenities, including shelters, food assistanceprograms, and community events, with a focus on fostering a sense of community and connection.
• Monitor street activity and address safety hazards, cleanliness, and illegal activities, appropriately coordinating with local authorities, partner non-profits, and GLIDE programs.

Requirements

• Current certification in CPR and first aid training.
• Previousexperience in community outreach, social services, public safety, or related fields preferred.
• Knowledge of the Tenderloin district, including its history, demographics, resources, and challenges.
• Excellent communication and interpersonal skills; must have the ability to interact effectively with diverse populations, including the ability to deescalate emotionally charged situations with tact and diplomacy.
• Compassionate, empatheticattitude towards individuals experiencing homelessness, addiction, or mental illness.
• Ability to work independently and collaboratively in a dynamic and fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• Flexibility to work varying shifts, including evenings and weekends.
• Familiarity with local resources, service providers, and government agencies is a plus.
• Strong data entry and reporting skills
• Completion of Narcan administration training or willingness to undergo training upon hire.

Certificates, Licenses, Registrations

• Commencement of GLIDE Comprehensive Case Management Certification required within first 60 Days of employment.
• First Aid/CPR certification required within first 60 days of employment.
• Possession and maintenance of a valid California class C driver’s license and a satisfactory driving record strongly preferred.

Physical Requirements

• Ambassadors dedicate 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, and set up our mobile kiosk stations, tables, and/or canopies when necessary. Given the nature of these outdoor responsibilities, employees will be exposed to sunlight, dust, and varying temperatures and humidity levels.
• The job of Ambassador is physically and mentally demanding. Problems arise constantly and staff must maintain a de-escalatory demeanor while addressing community needs. Because of these demands and the amount of standing and walking required, stamina and a high energy level are essential;
• Ability to walk far distances and stand for extended periods of time; 90-95% of work time is spent walking, standing, or otherwise on your feet.