Organizational Summary:
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 and direct 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, community engagement, 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 Navigation Program Manager assists the Associate Director, Services Navigation in managing and supporting the Services Navigation Team at both 1035 Market and Strut. This role assists the Associate Director with scheduling, onboarding, and training Service Navigators and partners closely with clinical programs. The Manager also supervises Per Diem Service Navigators and volunteers, coordinates logistics, and participates in clinical quality assurance efforts. The position is responsible for managing daily operations, scheduling, and maintaining an environment that is inviting, affirming, and connects clients with a range of services and programs.
Essential Duties and Responsibilities:
Include the following. Other duties may be assigned.
Client Care and Services Navigation Services
  • Services Navigation: Assesses incoming client needs and ensures that appropriate information is provided regarding available services and care. Maintains discretion, tact, and professionalism to assure client satisfaction and wellness. Assists clients with completing appropriate documentation, including sexual and medical history. Ensures that community expectations are observed.
  • Supervision: Serves as a Strut site supervisor for Service Navigators. Supervises per diem staff and volunteers. Communicates job expectations; monitors and assesses employee results; coaches staff; develops and enforces policies and client-care standards. Works closely with volunteer manager to provide feedback and assess volunteers on a regular basis.
  • Site Coordination & Communication:  Supports daily operations and coordination, including opening and closing duties. Responsible for creating schedules for the Services Navigation team and responding to daily adjustments. Participates in and informs policy and procedure review and implementation, ensuring policy compliance. Participates in required meetings, offering feedback and suggestions for improvement in clinic and administrative operations. Ensures adherence to Title 22 regulations and clinical best practices, including applicable policies and procedures. Participates in quality improvement initiatives to ensure the highest quality of ongoing clinical care services. Documents team meetings and creates tools to promote the provision of consistent, high-quality care. Assists with and serves as a primary contact for de-escalation and crisis intervention efforts.
  • Engagement and Training: Develops and provides ongoing training and professional development for staff and volunteers. Provides onsite guidance and coaching to teammates. Maintains an excellent relationship with volunteers. Coordinates with clinical staff and program directors/managers to develop protocols for Service Navigators related to clinic and other programs. Maintains training records and ensures timely completion of assigned trainings.
  • Communication: Provides in-person and/or written responses to a variety of client inquiries, including complaints. Responsible for disseminating Foundation communications.
  • Health Record Maintenance: Documents and schedules services and ensures that all records are completed correctly and confidentially per HIPAA and Title 22 regulations. Participates in quality assurance meetings and activities, including chart auditing efforts. Serves as a liaison to Magnet and Testing Services.
Knowledge, Skills, and Abilities:
Ability to prioritize in a high volume customer service setting, excellent communication with employees and other agencies, exhibit appropriate judgment, initiative. Ability to maintain and understand scheduling. 
Key Competencies: To perform the job successfully, an individual should demonstrate the ability to exhibit the following competencies:
  • Communication Skills: Demonstrates effective written and verbal communication skills
  • Knowledge: Possesses technical knowledge required to do the job
  • Judgment: Exhibits sound and accurate judgment; can clearly explain reasoning for decisions; includes appropriate people in decision-making process; demonstrates persistence and overcomes obstacles
  • Adaptability: Adapts to changes in work duties and organizational structure
  • Problem Solving: Identifies and resolves problems in a timely manner, works with others to solve complex problems, serves as the primary contact for escalated situations
  • Customer Service: Ability to work comfortably with diverse populations, with sensitivity to issues concerning HIV and all disabilities. Responds efficiently and cordially to requests for service and assistance
  • Site supervision: Exhibits leadership during day to day operations. Provides appropriate and effective coaching.
  • Professionalism: Reacts well under pressure; treats others with respect and consideration; follows through on commitments
  • Dependability: Completes tasks on time; takes responsibility for own actions; can be relied upon
  • Computer Skills: Proficiency with Microsoft Office Suite 
  • Professional Expectations: Demonstrated ability to fulfill the Foundations professional expectations of accountability, active collaboration, commitment, communication, diversity and professionalism
  • Leadership Skills: Has the ability to motivate the team and encourage the team during times that may be challenging.
  • Per diem staff and volunteers
Physical Requirements and Work Environments:
Skill in operating office 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.
This position is a Tuesday through Saturday work week; includes evening shifts.
Education and Experience:
At least two years of experience as a supervisor required. At least one year of experience working with LGBT individuals, people living with HIV, and/or people who inject drugs required. Experience as a Medical Assistance highly regarded. 3-5 years of high traffic customer service experience in a healthcare or social service setting highly regarded. Knowledge of Title 22 regulations, HIPAA requirements, and clinical best practices preferred. Experience in eClinicalWorks preferred. Bilingual English and Spanish, Russian, Cantonese or ASL preferred.
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:
This position is primarily located at 470 Castro Street, San Francisco. May require traveling to other office locations or off-site meetings as required by the job.
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, and other 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: Health Navigation
This is a full time position

Visit Careers at San Francisco AIDS Foundation

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