Database Program Manager

OVERVIEW OF POSITION

This role oversees, designs, and implements the Warm Line’s internal information and referral infrastructure, with a focus on peer-based, voluntary resources that support callers seeking assistance as well as broader community resources for basic needs such as housing and food assistance. The position also leads the development of an externally facing resource database in collaboration with MHASF’s Marketing Team and oversees training and skill development for Warm Line staff related to information and referral practices.

In addition, this position serves as a hybrid supervisory role that provides direct, day-to-day supervision to Warm Line peer counselors as part of the program’s shared management structure. This includes supporting counselors’ overall performance, workload management, documentation practices, and adherence to Warm Line policies and values.

TOP 3 RESPONSIBILITIES

1. Oversee the ongoing maintenance of an internal database of resources across California

2. Develop, maintain, and improve an externally facing resource database that is accessible, accurate, and aligned with the Warm Line’s values

3. Provide direct, day-to-day supervision and performance support to Warm Line peer counselors, including coaching, feedback, scheduling support, and monitoring of documentation and service quality, in collaboration with the General Warm Line Manager and within established HR and disciplinary frameworks

GENERAL RESPONSIBILITIES

Internal and External Resource Databases and Systems

• Maintain, update, and ensure the accuracy of internal databases for resources across California; curate detailed information on housing resources, including eligibility criteria, availability, and accessibility, and ensure this data is integrated into internal and externally facing resource databases to ensure alignment with Medi-Cal and CalAIM Community Supports domains and other social drivers of health

• Collaborate with the Marketing and Outreach team to design, implement, and maintain externally facing resource databases

• Provide data and reporting summaries to the Warm Line Program Manager and the Vice President of Warm Line Programs to support updates to the department activity log as well as regular reports required by the California Department of Health Care Services (DHCS)

• Conduct in-depth program-level work within call center and information systems, including iCarol, Five9 and emerging referral management tools, to support information and referral functions. This includes documentation standards, workflows, and reporting needs, with IT supporting systems administration such as access management, security settings, integrations, and vendor coordination.

• Maintain the agency’s AIRS account and participate in relevant forums

• Ensure the Warm Line information and referral database is accessible and usable by relevant programs and departments across MHASF, in alignment with organizational policies and data-sharing guidelines, including training staff as needed

• Support data reporting and analysis related to housing and other critical resources, including tracking referrals, documenting usage patterns, and generating insights to inform program improvements

Program Management

• Provide direct, day-to-day supervision, coaching, and performance support to assigned Warm Line

  peer counselors, including debriefing for high-risk or complex calls/situations, overseeing mandated reporting process, reviewing documentation, and trainings as needed

• Support staff scheduling and ensure adequate coverage across Warm Line shifts for assigned staff, in coordination with the Warm Line Program Manager

  As job descriptions cannot be exhaustive, the above list of responsibilities is intended to provide a general overview of duties to be assigned and in no way is a comprehensive list of position duties and responsibilities.

POSITION QUALIFICATIONS & SKILLS

REQUIRED

• This position is designed for individuals who identify as having lived experience with mental health challenges and who can bring a peer perspective to supervision and program leadership

• Minimum of three years of experience working in peer support, peer specialist, or peer-delivered mental health services

• Prior experience working in a call center or contact center environment, such as a warm line, hotline, or crisis line

• Demonstrated ability to provide day-to-day supervision, coaching, and performance support to peer staff within a shared or collaborative management structure

• Strong working knowledge of information and referral practices, including resource navigation, documentation standards, and quality assurance processes

• Familiarity with database systems, information and referral platforms, or data reporting tools, including the ability to export, clean, and organize datasets for reporting and analysis

• Experience supporting or overseeing mandated reporting processes and high-risk situations, including suicide risk conversations, within non-clinical and peer-based models

• Experience reviewing documentation for accuracy, compliance, and quality improvement purposes

• Strong written and verbal communication skills, with the ability to communicate complex information clearly and accurately

• Proficiency with common office and collaboration tools, including Microsoft Word, Excel, PowerPoint, and web-based communication platforms

• Experience working with technology platforms used in call center or information and referral settings required, including proficiency with documentation workflows, reporting functions and system navigation. Ability to learn systems such as Five9 and iCarol with training and support.

• Commitment to MHASF’s mission, vision, and values, including consumer empowerment, voluntary services, cultural responsiveness, and nonjudgmental support

PREFERRED

• Bachelor’s degree; graduate degree preferred, or equivalent combination of education, lived experience, and demonstrated competency

• Experience managing, maintaining, or designing information and referral resource databases, including familiarity with taxonomy, categorization, or resource vetting processes

• Experience working with iCarol and Five9

• Experience working within county behavioral health or public mental health systems

• Experience developing or delivering staff training related to information and referral, documentation, or quality assurance

• Familiarity with QA/QI frameworks in peer-run or call center environments

• Demonstrated experience supporting staff scheduling and coverage coordination in a 7-day or extended-hours service environment

• Bilingual in Spanish, Cantonese, Mandarin, Vietnamese, and/or Tagalog

WORK ENVIRONMENT

This position is remote. Access to a confidential space and a private Wi-Fi connection for the duration of shifts is required. Occasional attendance at the MHASF office will be required.

PHYSICAL DEMANDS

The position requires long periods of work at a desk, which may involve sitting or standing, and the use of a computer, keyboard, mouse, and desk phone. The ability to walk or travel within the office building and between floors of the building and to travel short distances (under 1 mile) by walking or other self- propulsion is required. Other physical tasks may involve reaching, pulling, pushing, bending, climbing a stepladder, using a dolly to move items weighing up to 50 lbs., and lifting and carrying up to 20 lbs.

TRAVEL

Occasional regional travel for training, events and/or stakeholder meetings may be required.

DISCLAIMER

The above list of responsibilities, qualifications, and requirements of the position is intended to be representative of the position and is not exhaustive, and may be subject to change without advance notice at any time at the employer’s discretion.