GLIDE

Multiservice nonprofit supporting San Francisco's poor

Field Director Ambassadors

Community Outreach & ProgramsUpdated on Nov 11

Full-timeSan Francisco, CA, USA$90k - $120k /yr

About the Job

Requirements

Proven experience in a senior leadership role overseeing contract reporting, community engagement, safety programs, or related initiatives.
Proven experience managing a team of ten or more employees using coaching, mentoring, and progressive discipline.
Strong interpersonal and communication skills 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 serving marginalized communities.
Valid CDL, eligibility to be listed on GLIDE’s insurance carrier as a driver, and a license maintained in good standing while employed. Must complete driving school with a GLIDE-approved vendor.
Ability to maintain a de-escalatory demeanor while addressing community needs.
Ability to walk long distances or stand for extended periods; 90–95% of work time is spent walking, standing, or otherwise on one’s feet.
Ability to work outdoors in inclement weather, including heavy rain and heat.
Ability to bend, lift, and sustain standing and walking positions throughout the shift, and lift objects up to 50 pounds.

Responsibilities

Provide leadership, coaching, and quality assurance for the Field Manager, Shift Leads, and Street Ambassadors, ensuring interactions with residents, clients, SROs, elected officials, dignitaries, and other stakeholders uphold high standards of care and a solutions-oriented mindset.
Oversee daily Ambassador deployment, scheduling, and assignments, optimizing coverage of key locations along routes and at relevant times; cover shifts, including nights, weekends, and holidays, as needed to maintain service continuity.
Monitor the service-request queue and receive operational calls from GLIDE’s customer-service Help Desk; respond to calls and requests in a timely and appropriate manner.
Lead refinement of comprehensive case-management practices to support individuals in need.
Collaborate with internal and external stakeholders to maximize service connections through the engagement, referral, and connection model.
Act as an advocate and liaison among community members, local organizations, business owners, and city agencies, advocating for community needs.
Collaborate with city agencies and use municipal resources to address community concerns, improve neighborhood conditions, and implement solutions.
Monitor Street data and trends across platforms, including the Jia app, identify emerging issues, and coordinate responses with city agencies, law enforcement, and community partners.
Conduct proactive outreach to local businesses and stakeholders to assess needs, gather feedback and surveys, and cultivate community relationships.
Represent GLIDE at community meetings, events, and forums to advocate for the needs and interests of the Tenderloin community; attend evening meetings.
Coordinate staff and case-conference meetings, training sessions, and professional-development opportunities to train Ambassador staff on neighborhood developments, resources, and best practices.
Oversee daily safety monitoring and emergency-response protocols, including Narcan administration for opioid overdoses; coordinate Street Ambassador training in CPR, first aid, mental health, and cultural competency.
Ensure the team is trained to provide direct first aid as needed, using advanced training and life-saving certifications; document and record activities for contract compliance.
Maintain accurate records of engagements, referrals, and connections; prepare and submit monthly KPI reports and additional reports when requested by GLIDE’s executive team.
Navigate and enter CCSF contract reporting requirements in the CCSF database and GLIDE platforms to ensure timely, accurate billing.

Salary Range: 90000 to 120000 (Currency: USD) (Pay period: per-year-salary)

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 to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and 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 Field 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 and 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 & 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)

Work Environment

GLIDE’s buildings are located in the Tenderloin neighborhood.  GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.

About the Company

GLIDE

Multiservice nonprofit supporting San Francisco's poor

GLIDE is a non-profit organization in San Francisco that provides a wide range of services to people who are poor or unhoused, including those who are working poor. It offers meals, shelter, housing support, addiction recovery help, violence prevention, and other social services designed to help individuals move from hardship toward self-sufficiency and personal and spiritual growth. The organization works by delivering on-the-ground programs and support tailored to individual needs, guided by a belief in the dignity of every person and a commitment to giving people second chances no matter how many times they fall. GLIDE’s programs began in 1969 as a simple Monday-night meal for street people and have grown into one of the city’s largest and most comprehensive providers of services for marginalized communities. Its goal is to reduce barriers created by poverty and lack of self-worth, helping people recover, rehabilitate, and build a more stable life.

Company size: 201-500
Company stage: Late Stage VC
Total funding: $26M
Headquarters: San Francisco, CA
Founded: 1963

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