Field Director Ambassadors

About the role

The Field Director of the Cecil Williams Community Ambassadors Program is a community leader, oversee ing GLIDE’s efforts to help create a safer, cleaner neighborhood that provides impactful services . T he 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 l ow-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.

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 , weekend s, 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, lever