Program Director, Community Ambassadors

Job Description

Job Description

About Glide

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and thrive. GLIDE is at the forefront of addressing some of society’s most pressing issues, including poverty, housing, homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization.

Position Summary :

The Director of the Cecil Williams Community Ambassadors Program is a community leader, overseeing GLIDE’s efforts to help create a safer, cleaner neighborhood that provides impactful services. The Field Director is responsible for achieving the Ambassador program’s target outcomes and KPIs. This “on the ground” community engagement role leads a team of Community Ambassadors who provide low-threshold case management and community-building activities. The Director is responsible for implementing 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 & Responsibilities :

• 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.

Minimum Qualifications :

Physical Requirements :

This is a fulltime (40 / hours per week, non-remote, on site), Exempt level position