Lead Hotline Dispatcher

Mission Action•Sf, CA

20h

About The Position

The Lead Hotline Dispatcher is the lead staff member providing weekday coverage for the San Francisco Rapid Response Network’s immigrant rights hotline. The hotline provides resource referrals and responds to ICE emergencies in San Francisco. The role includes advising callers, completing intakes, communicating with attorneys on call, tracking intakes, and following up with loved ones of detained people as needed. The Lead Hotline Dispatcher works with the SFRRN Program Coordinator to respond to confirmed ICE emergencies, including those outside normal business hours as needed. The role also supports the hotline’s continuity and effectiveness by addressing technical issues, coordinating and training the dispatcher team, maintaining training materials, and transcribing calls to identify trends and opportunities for system improvement. The position is part of Mission Action’s Immigrant Rights and Community Empowerment Program (IRCE), which works to improve immigrant rights efforts in San Francisco through coalition building and a transformative and healing justice lens. The successful candidate is expected to work in alignment with Mission Action’s mission, values, and commitments to diversity, equity, and inclusion, restorative justice, trauma-informed work, and language justice.

Requirements

Fluency in Spanish.
Excellent word-processing and computer skills, including knowledge of Microsoft Word and Excel.
Emotional intelligence and the ability to be well-resourced to deal with vicarious trauma experienced through hotline work.
Strong organization and efficiency; motivation and initiative; and the ability to handle multiple tasks and work well under pressure.
Outstanding written, verbal, and interpersonal skills, strong attention to detail, and an excellent phone manner.
Ability to work independently.

Nice To Haves

Background in and passion for working with low-income and immigrant communities on affordable housing, land use, and/or immigrant and worker rights.
Familiarity with these issues in the Mission District and San Francisco is highly desired.

Responsibilities

Provide Monday–Friday, 9 a.m.–5 p.m. coverage on the San Francisco Rapid Response Hotline, referring and advising callers, completing intakes, and responding to emergencies when necessary.
Work with the SFRRN Program Coordinator to respond to confirmed ICE emergencies, including those outside normal business hours, as needed.
Monitor, track, and troubleshoot technical issues to help ensure uninterrupted community access to the hotline.
Manage scheduling for the SFRRN dispatcher team and facilitate monthly team meetings to discuss emerging issues.
Maintain and update hotline dispatcher training materials, including timely information about ICE enforcement policies, court protocols, and other issues affecting callers.
Support training and onboarding for new hotline dispatchers.
Transcribe hotline calls, track trends, and identify opportunities for system improvement.
Conduct business in accordance with the Mission Action Employee Handbook, exercising sound judgment and serving the best interests of the agency and community.
Work within the agency’s mission, vision, values, theory of change, and commitments to diversity, equity, and inclusion, restorative justice, trauma-informed work, and language justice.
Treat each community member with respect and dignity.
Perform other duties as assigned.