Senior Ambassador at Heluna Health in San Francisco, CA

Senior Ambassador

The Community Safety Ambassador Program is part of San Francisco’s “Breaking the Cycle” initiative, which emphasizes a comprehensive approach to tackling homelessness and behavioral health crises. This program deploys specialized and highly trained ambassadors to provide services such as community engagement, intervention and de- escalation, safety presence, street cleaning, overdose recognition and reversal, and connections to the City’s systems of care for people in need. The goals of the program are to: (1) promote safer and cleaner environments in commercial corridors, parks, neighborhoods, and other locations impacted by drug markets and unsafe, and unsanitary street and sidewalk conditions; (2) de-escalate and stabilize incidents involving unhoused individuals; and (3) create enduring positive outcomes for those individuals through trauma informed rapport building, and connections to services and resources.

The Senior Ambassador functions as part of a two-person Ambassador team consisting of a Supervisor and an Ambassador. Ambassador teams will be deployed to commercial corridors, parks, neighborhoods, and other locations impacted by drug markets, as well as unsafe and unsanitary street and sidewalk conditions. The teams will provide services such as community engagement, intervention and de-escalation, safety presence, street cleaning, overdose recognition and reversal, and connections to the City’s systems of care for people in need. Under the supervision of the Program Manager and Heluna Health’s Chief Program Officer, the Ambassador provides deployment activities and will also work to coordinate with local stakeholders to assist the target population.

This is a temporary, grant-funded, Part time, non-benefitted position. Employment is provided by Heluna Health.

Pay Rate: $30.00 per hour

ESSENTIAL FUNCTIONS

• Deploys with team to provide services as requested by the City.
• Takes direction from Supervisor to provide support to the target population.
• Serves as an on-scene point of leadership by providing guidance, workflow support, and situational direction to Level 1 Ambassadors during field operations.
• Provides mentorship, onboarding support, and real-time coaching to new or less experienced Ambassadors to ensure consistent service quality and adherence to program protocols.
• Assists with coordinating complex or high-priority field responses, helping to stabilize scenes and communicate key updates to supervisors in real time.
• Monitors adherence to program protocols in the field and elevates gaps or training needs, supporting continuous improvement across the team.
• Acts as a designated field lead when assigned, supporting daily deployment needs, resolving routine operational questions, and serving as a liaison between the team and program leadership.
• Provide de-escalation and stabilization interventions
• Offer aid for a range of community needs including overdose reversals, contacting local City agencies for support, providing wayfinding assistance, and directing community members to available services in or around Service Area.
• Assist with clean-up of debris and trash to maintain a safe community, including but not limited to ad-hoc litter cleanup and needle pickup and disposal as necessary.
• Contact the appropriate City or partner resources for more significant sanitation needs.
• Assist in the transportation of vulnerable individuals when feasible and appropriate.
• Establish positive relationships with clients, staff, and other providers in community; foster cooperative work environment.
• Minimize service duplication and maximize service delivery by coordinating outreach efforts and care with Neighborhood Street Team, lead agencies and other service providers within Service Area.
• Maintain timely and accurate documentation according to program requirements.
• Complete in-person and virtual trainings on time and attend all mandatory meetings.
• Must comply with uniform policy while in the field.
• Use assigned communication devices to appropriately and professionally communicate with team members and other service providers.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

• At least two years of job-related experience conducting street outreach to PEH and preferably has previous lived experience in homelessness, substance abuse, or criminal justice involvement.
• Ability to work well with diverse staff and clientele including cultural, language, sexual identity, gender and other diversity considerations.

PREFERRED QUALIFICATIONS

• Knowledge of the client population and their complex needs including homelessness, financial instability, medical and mental health, and substance abuse.
• Experience in a community-based setting serving ethnically diverse, low-income clients. Knowledge of community resources and experience in community settings.
• Ability to use computers/internet to look up information and enter relevant notes.
• Conflict resolution skills.
• Customer service orientation.
• Analytical ability and skills to handle and solve complex issues and problems.
• Computer knowledge/skills or ability to learn.
• Excellent oral and written communication skills.
• Language capability: Spanish

Other Skills, Knowledge, and Abilities

• Must possess a valid California Divers License.
• Driver must be 21+ with none of the following in the past 3 years: any 2-point convictions; or more than (2) moving violations; or more than (1) moving violation and (1) at-fault or a passenger handling accident.
• Successfully pass the background check

PHYSICAL DEMANDS

1. Must be in good physical condition and capable of performing job duties requiring frequent use of the entire body including ability to stand, walk, climb stairs, sit, drive for extended periods of time, exit and enter vehicles throughout your work shift.
2. Ability to use a computer, phone or office equipment for extended periods of time.
3. Ability to successfully and efficiently complete tasks in an environment where background noise is present and interruptions may be constant.
4. Must be able to lift a minimum of 35 lbs.
5. With instruction, the ability to assist persons with disabilities and to help transfer a 180 lb person and lift wheel chair in and out of a car or van.

Stand Constantly

Walk Constantly

Sit Frequently

Handling / Fingering Constantly

Reach Outward Occasionally

Reach Above Shoulder Occasionally

Climb, Crawl, Kneel, Bend Occasionally

Lift / Carry Occasionally - Up to 50 lbs

Push/Pull Occasionally - Up to 50 lbs

Talk/ Hear Constantly

See Constantly

Taste/ Smell Not Applicable

Not Applicable Not required for essential functions

Occasionally (0 - 2 hrs/day)

Frequently (2 - 5 hrs/day)

Constantly (5+ hrs/day)

WORK ENVIRONMENT

Travel outside to various locations and on occasion, general office setting, indoors temperature controlled

Heluna Health is an Affirmative Action, Equal Opportunity Employer that encourages minorities, women, veterans, and disabled to apply.

All qualified applicants will be considered for this position in accordance with the San Francisco Fair Chance Ordinance

EEOC STATEMENT

It is the policy of Heluna Health to provide equal employment opportunities to all employees and applicants, without regard to age (40 and over), national origin or ancestry, race, color, religion, sex, gender, sexual orientation, pregnancy or perceived pregnancy, reproductive health decision making, physical or mental disability, medical condition (including cancer or a record or history of cancer), AIDS or HIV, genetic information or characteristics, veteran status or military service.