Backup Dispatcher & Program Assistant

Dolores Street Community Services•Sf, CA

16d•$24

About The Position

The Backup Hotline Dispatcher & Program Assistant supports program administration and implementation for IRCE's two immigrant rights collaboratives, SFILEN and SFRRN. As Backup Hotline Dispatcher, this position is the staff providing coverage when needed including evening, weekend, and holidays on SFRRN's immigrant rights hotline, which provides critical resource referrals and response to ICE emergencies in San Francisco. As Program Assistant, this position provides critical data entry, translation, and logistical support for SFILEN, which provides legal services and Know Your Rights education to low-income immigrants citywide.

Requirements

Background in and passion for working with low-income and immigrant communities around issues of affordable housing, land use, and/or immigrant & worker rights; familiarity with these issues in the Mission District and San Francisco, highly desired.
Fluency in Spanish required, including ability to provide written translation of documents
Excellent word-processing and computer skills, including knowledge of Microsoft Word and Excel
Must possess emotional intelligence and be well resourced to deal with vicarious trauma experienced through the Hotline work
Must be well organized, efficient, highly motivated, and able to handle multiple tasks at once, work well under pressure, and take initiative
Must have outstanding written, verbal, and interpersonal skills, superb attention to detail, and excellent phone manner
Ability to work independently

Responsibilities

Provide coverage as needed including evening, weekend, and holidays 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
Support grant management through monthly data entry, compilation of narrative reports, and tracking of services rendered by subcontractors
Support program logistics and communications, including sending email reminders, logistics for calls and meetings, participating in event planning and outreach, social media and website support, etc.
Translate notes from English to Spanish and vice versa
Research projects on immigration policies, community resources, and other subjects as assigned
Participate in team meetings and communicate proactively with SFILEN and SFRRN Coordinators
Effectively prioritize multiple tasks and responsibilities, elevating issues to Coordinators as necessary
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