Organizational Summary

Since 1982 San Francisco AIDS Foundation has been fighting to eliminate HIV transmission and to improve the quality and length of lives for people living with HIV. While progress has been substantial, our work is far from complete.  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 from SFAF. We need passionate agents of social change, vanguards of public health, and creative problem-solvers to join our fight.

San Francisco AIDS Foundation (SFAF) envisions a future where health justice is achieved for all people living with or at risk for HIV. Ultimately, SFAF strives for a day when:
  • Race is not a barrier to health and wellness 
  • Substance use is not stigmatized 
  • HIV status does not determine quality of life
  • HIV transmission is eliminated.

The newly approved San Francisco AIDS Foundation strategic plan includes an articulation of its five key values, which are the foundation for its work and its employees:  Justice, Dignity, Courage, Leadership and Excellence. 

Position Overview:
This position is for a dynamic leader that assists the Director, Clinical Operations in managing and supporting the Services Navigation Team at Strut. The Manager supervises Service Navigators and volunteers, coordinates logistics, and participates in clinical quality assurance efforts. This role manages schedules, coordinates onboarding, and provides ongoing training to Service Navigators with a focus on clinical programs. The position is responsible for managing daily Service Navigation operations and maintaining an environment that is inviting, affirming, and connects clients with a range of services and programs. This position supports our front office and back office clinical support staff. We are looking for a collaborative and engaged leader who is skilled at bringing teams together, at leading and supporting process improvement and change management and who has excellent interpersonal skills.

Essential Duties and Responsibilities:

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.  Coordinates staff schedules (including lunches and breaks) to ensure appropriate staffing and adhere to policy. Reassigns staff as necessary to provide adequate coverage.
  • Site Coordination & Communication: Supports daily operations and coordination, including ensuring opening and closing duties are completed. Coordinates staff schedules (including lunches and breaks) to ensure appropriate staffing and adhere to policy. Reassigns staff as necessary to provide adequate coverage. Participates in required meetings, offering feedback and suggestions for improvement in clinic and administrative operations. Assists with and serves as a primary contact for de-escalation and crisis intervention efforts. Works with other Clinical Directors and Clinical Managers to coordinate staffing between clinics as necessary to best serve patient and provider needs.
  • Quality Assurance: Coordinates with clinical staff and program directors/managers to develop protocols for Service Navigators related to Magnet and other programs. Participates in and informs policy and procedure review and implementation, ensuring policy compliance. Maintains training records and ensures timely completion of assigned trainings. 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.
  • 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. Ability to adjust communications to fit the needs and level of understanding of the receiver. Ability to coach and motivate team members.
  • Communication: Provides in-person and/or written responses to a variety of client inquiries, including complaints. Responsible for disseminating internal communication to the team. Ability to demonstrate customer service skills in interactions with all patients, families and staff, including high volume and stressful situations.
  • 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, Testing Services, and the Services Navigation team at 1035 Market.

Essential Qualifications:

Ability to prioritize in a high-volume customer service setting, excellent communication with employees and other agencies, exhibits appropriate judgment and 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.


Services Navigators, including per diem services navigators and volunteers; subject to change depending on operational needs.

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, however will require traveling to other 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, people with disabilities, women, LGBT 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: Sexual Health
This is a full time position

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