Envision a future where health disparities do not exist, where HIV transmission is extremely rare, and where people living with HIV have access to the medications and social support they need to live healthy, long lives. San Francisco AIDS Foundation has worked to create such a future since 1982 through education, advocacy, prevention, substance use health and supportive services. More than 25,000 people every year access free HIV testing and STI screening, harm reduction and syringe access and disposal, social support, education, and health navigation services. We need passionate agents of social change, vanguards of public health, and creative problem-solvers to join our fight.
Position Overview: The Services Navigator is responsible for greeting clients and other visitors and guests, managing the flow of traffic, assessing client and guest needs, scheduling and registering clients for services, explaining and referring people to appropriate services and/or individuals and keeping the lobby areas functioning smoothly. The Services Navigator is responsible for enforcing Community Expectations and maintaining an environment that is inviting across our Mid-Market and Castro locations. 
Essential Duties and Responsibilities:
  1. Services Navigation: Greet and connect clients and visitors to pertinent services, resources or staff. Assess client needs and concerns and provide support, assistance, information and referrals.  Educate clients and visitors about SFAF programs, services and departments. Register clients for services and schedule client appointments.
  2. Lobby Maintenance: Ensure common areas remain welcoming to all. Enforce Policies and Procedures and Community Expectations with visitors and clients. Prepare lobby areas by setting up the area in a timely manner, logging clients onto computers, ensuring appropriate literature and guidelines are posted and program and service provider information and material is current and posted. Monitor bathrooms for safety. Monitor distribution of basic needs to clients and visitors. Ensure the lobby and reception areas are maintained.
  3. Administrative: Answer the phone and provide professional and courteous responses to callers. Assist supervisor with administrative tasks as requested, including but not limited to, internal data collection. Receive packages and deliveries.
  4. Volunteer Engagement:  Responsible for assisting the Associate Director and Manager with oversite of volunteers supporting Services Navigation-related activities. Assist the Manager with volunteer training, monitoring, and guidance to volunteers with regard to work assignments. Maintain an excellent working relationship with volunteers.
  5. Other duties may be assigned.
Knowledge, Skills, and Abilities: 
  • Client Care: Ability to engage, assist and support clients. Pragmatic problem-solving skills. Solid commitment to customer and employee service.
  • Software skills: Microsoft Office experience desired. General computer knowledge required.
  • Interpersonal skills: Superb interpersonal skills. Solid commitment to customer and employee service. Ability to convey difficult and challenging information to clients. Knowledge of the harm reduction model and skill in implementing de-escalation techniques with agitated clients required.
  • Judgment: Exhibit sound and accurate judgment; clear articulation of reasoning for decisions; include appropriate people in decision-making process.
  • Quality: Sensitivity to diverse populations and work styles, timeliness in responding to deadlines, and ability to handle multiple priorities simultaneously.
  • Other desired Skills and Abilities: Knowledge of locally available resources for similar clientele as those who attend SFAF; safety procedures, CPR Certification and use of the harm reduction model.
  • Fluency in English and Spanish preferred.
No Supervisory duties
Physical Requirements and Work Environments: 
Skill in operating equipment such as a personal computer, copy machine and telephone system.  Ability to perform routine bending, stooping, twisting, and reaching. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The position may have exposure to blood borne pathogens and other infectious agents

Education and Experience: 
  • High School diploma or equivalent.
  • Minimum of three years of work in community-based customer service, social work or triage required.
  • Experience with electronic health record systems highly regarded.
  • Experience working with people living with HIV, people who are substance users, have a mental health diagnosis, and/or are experiencing homelessness highly regarded.
    This position will have access to protected health information (PHI) and may only access, use or disclose the minimum information necessary to perform their designated role on behalf of San Francisco AIDS Foundation, regardless of the extent of access provided.
Work Environment:
Market: This position is primarily located at both 1035 Market Street and 470 Castro Street, San Francisco, however it may occasionally require traveling to other office locations or off-site meetings as required by the job. Role may include evening and weekend coverage.
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for personnel so classified.

Equal Employment Opportunity Statement:
The San Francisco AIDS Foundation is an Equal Opportunity employer. We actively seek applications from people living with HIV/AIDS, persons with disabilities, women, LGBTQ people, and people of color.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Process:
Please visit our careers page at:

Department: Per Diem
This is a non-management position
This is a part time position

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