WAISN - Operations & People Manager - Diversity Executive Recruiters™

Hotline Operations & People Development Manager

Remote (WA STATE)

The Washington Immigrant Solidarity Network (WAISN) is a grassroots coalition of over 400 immigrant and refugee rights organizations, formed in the wake of the November 2016 elections.

WAISN’s mission is to protect and advance the power of immigrant and refugee communities through a multiracial, multigenerational, multiethnic, multilingual, and multi-faith coalition. Our organizing strategy educates and mobilizes statewide to uphold and defend the rights and dignity of all immigrants and refugees, centering the voices of vulnerable and impacted communities.

The state of Washington is home to over 943,000 immigrants and receives the 8th most refugees among all U.S. states. Many groups of, by, and for immigrants and refugees have been working around the state for decades. In the face of the proliferating threats unleashed on us by a rise in white nationalism in the U.S, various organizational and individual members have coalesced to build community power through solidarity, which gave space for the Washington Immigrant Solidarity Network to form.

WAISN is the largest immigrant-led coalition in the State of Washington. We are a robust, mutual aid network providing feminist care to immigrant and refugee rights organizations and individuals across the state. We work to provide support, capacity, and resources to directly impacted and grassroots community organizing efforts, building power and acting as a united voice for immigrant justice statewide.

The ideal candidate shares our commitment to building relationships and grassroots power in immigrant and refugee communities and supports our feminist decolonial transnational and intersectional values of joy, care, solidarity across differences, integrity, and accountability.

THE ROLE

The primary role of the Hotline Manager is to manage and oversee day-to-day operations on the WAISN Deportation Defense Hotline and supervise the work of Hotline Organizers. Under the guidance of the Hotline and Rapid Response Director and with input from the Hotline Organizers, the Hotline Manager will plan, develop and maintain systems and procedures for operational efficiency and support the Hotline team to ensure they are successful in providing high-quality trauma-informed, culturally competent, and caring service to callers based on Hotline Call and Service Standards.

The Hotline Manager will lead in ensuring that the WAISN Hotline embodies WAISN’s people-centered organizational culture; serves to implement WAISN’s mission, values, analytical framework, and organizing strategy; operates in collaboration and synergy with other WAISN departments; and fulfills all deliverables and program performance metrics of any grants which fund the programmatic work of the Hotline. This position plays a crucial role in maintaining and adapting a support system to ensure the sustainability of the Hotline’s work and prevent burnout among Hotline Organizers as they undertake the culturally feminized care labor of assisting and engaging with immigrant community members directly impacted by harmful and dehumanizing mass deportation initiatives and racist, for-profit agendas.

This position reports to the Hotline and Rapid Response Director and works closely with other WAISN departments, particularly through collaboration with the entire WAISN executive and management team.

Responsibilities

Community-Centered Work (15%)

Hold regular huddles and office hours to provide Hotline Organizers with direct support and troubleshooting for call- and resource-related issues, monitor trends and emerging issues, and respond to questions and concerns.
Guide organizers in ensuring that Hotline care service respects and honors community member agency, trust, and confidentiality.
Communicate with nuance and deep understanding about all things WAISN, its mission, values, advocacy efforts, programmatic priorities, Deportation Defense work, and services available to immigrants.
Proudly and unapologetically embody and represent WAISN’s values and mission in all interactions, building trust with community members through excellent and people-centered customer service that welcomes people of diverse sexualities, genders, races, ethnicities, immigration statuses, classes, castes, embodiments, and creating a welcoming and friendly space for sex workers, people in underground economies, or folks seeking abortions and/or gender-affirming care.

Coaching and Quality Assurance (25%)

Review, develop, train in, and implement internal monitoring and quality control systems that will guarantee Hotline Organizers are supporting community members according to the best practices laid out in Hotline Call and Service Standards and quality assurance rubrics, while fulfilling all program and grant deliverables, and maintaining operational efficiency, effectiveness, productivity, and the adequate, ethical, and responsible usage of WAISN resources.
Evaluate the performance of Hotline Organizers, providing clear, evidence-based, consensual, and constructive feedback regarding any issues which may arise.
Identify suitable calls for use in training and ongoing coaching of Hotline Organizers.
Offer engaged and ongoing coaching, skill building, and guidance to Hotline Organizers leveraging individual strengths and working collaboratively to develop a plan to mitigate under-performance and champion excellence, with the goals of continuous improvement, personnel retention, and professional development.

Internal Collaboration, Team-Building and Communications (10%)

Coordinate and collaborate with other members of the Hotline leadership team to build synergies, avoid duplication of effort, identify gaps, and lead and engage in a culture of radical acceptance, love, joy, and respect to actively foster a positive, engaged, and collaborative team work culture.
Organize, manage, and utilize appropriate communications tools—email, Slack, Signal messaging app, phone—to ensure clear, effective, and timely communication among team members, taking into consideration operational needs, urgency, and accountability, responding in a timely manner and keeping up to date on messages.
Engage in evidence-based and actionable feedback loops to obtain information and insights from Hotline team members, identify growth opportunities, and keep the WAISN team informed and up to date on Hotline operations.
Be accountable for and take ownership of personal and professional growth through ongoing reflection and engagement with supervisors to build on strengths, identify and work on areas of growth, take advantage of coaching, and refine skills.

Cross-Departmental & Partner Collaboration (25%)

Foster team spirit and a culture of collaboration and mutual respect by supporting all other WAISN departments, forming synchronicity between the Hotline team and other parts in WAISN by attending meetings and trainings, participating in cross-department work groups and work blocks, and bringing knowledge obtained in other spaces back to the WAISN team.
In collaboration with the Hotline leadership team, establish processes and procedures to implement and track all grant-based and programmatic work assigned to the Hotline, and to provide timely updates and training for other WAISN departments.
Collaborate and communicate with the other WAISN teams and engage with WAISN members and partners as needed to obtain and share complete and accurate information regarding community resources, immigration issues and resources, grant-based projects, programmatic work, and WAISN initiatives.
Demonstrate and communicate the role of the Hotline as one pillar of WAISN’s Deportation Defense work to external stakeholders, adhering to a cohesive organizational voice and following branding and editorial guidelines.

Operations and Learning Management (25%)

Adapt, update, and maintain Hotline operating hours and team schedules to ensure maximum coverage for calls when community member need is highest, move other programmatic work forward, and implement people-centered practices to mitigate Organizer burnout.
Update, conceive, design, and implement processes and materials for onboarding, offboarding, and initial set-up of Hotline Organizers and other new team members.
Assume primary responsibility for designing, coordinating, and leading the general Hotline training curriculum, incorporating Hotline protocols and tools, identifying and working with immigration and community resources, and best practices.
Lead development and implementation of the curriculum, materials, and timelines for an ongoing educational program which facilitates and ensures the personal and professional development, values alignment, and consistent, comprehensive background knowledge of all Hotline personnel.
Direct and perform the work of maintaining, adapting, designing, and producing user-friendly and appropriately detailed procedures, instructions, manuals, support modules, and training materials for Hotline operations, common call scenarios, key immigration and community resources, and programs for which WAISN provides application assistance and support.
On an ongoing basis, lead the Hotline team in identifying knowledge gaps, auditing, and reviewing current curriculum, structures, materials, and modes of operandi and adjust according to needs expressed by the community, organizational growth, diversity initiatives, new funding sources and grant deliverables, and program initiatives.

SKILLS & COMPETENCIES (REQUIRED)

Strong listening, verbal, and interpersonal communication skills: ability to communicate proficiently and strategically to build strong connections and trust across race, gender, class, and other group identities to ensure goals are met, interlocutors feel seen and heard, and relationships are strengthened.
Demonstrated effective writing skills with excellent grammar.
Ability to use different media (email, text, Signal, Slack, etc.) constructively in order to ensure smooth flow of communication within teams and with community members.
Ability to master and troubleshoot a diverse range of tech platforms, and provide clear and actionable feedback and reports when issues arise.
Excellent judgment to make decisions and troubleshoot complex situations.
Self-motivated, with the capacity to autonomously coordinate, structure, and organize their own work, workspace, and time, in order to accomplish assigned responsibilities, successfully set and manage deadlines, and define and implement outcome or metric-based projects.
Attention to detail and ability to work under tight deadlines with commitment to quality.
Flexibility and creativity to adapt and pivot to meet the dynamic and changing needs of the immigrant community.
Capacity to work collaboratively and/or delegate responsibilities appropriately to ensure fulfillment of big-picture goals and tasks.
Ability to digest and synthesize a wide range of materials, information, and content; to distill complex situations into effective processes and systems; and to refine complex source materials into comprehensible, approachable language.
Proven talent for building cohesive, motivated, engaged teams which both celebrate the individual and foster strong group and organizational values.
Ability to provide coaching and constructive feedback to Hotline Organizers in a caring, supportive, and committed manner, leaning into any conflict which may arise.
Ability to engage in feedback with colleagues and supervisors and to take advantage of professional guidance and supervision.
Demonstrated self-awareness of your own multiple group identities and your unconscious biases, and ability to adjust to different spaces accordingly.
Knowledge and willingness to learn about the U.S. immigration system and issues and best practices related to providing services to immigrants in a community setting—including an understanding of the nuance and complexity of resource accessibility issues faced by immigrants—preferably with lived experience as an immigrant or immigrant family.
A demonstrated commitment to social and racial justice issues and understanding of challenges facing the immigrant community, including communities of color, queer and transgender communities, and socioeconomically disadvantaged people.
A demonstrated commitment to cutting-edge progressive values that champion an intersectional decolonial and transnational feminist agenda centered around the dismantling of all systems of oppression.

EXPERIENCE (REQUIRED)

Bilingual in Spanish and English.
Minimum of three (3) years’ experience in a public-facing, fast-paced team environment. Hotline or call center experience is a plus.
Minimum of two (2) years’ management, supervisory, or leadership experience. Experience working with BIPOC teams is highly valued.
Minimum of two (2) years’ experience in training and/or curriculum development.
Access to reliable Internet (high-speed, can work from home).
Mastery of computer skills in Google Workspace (Google Drive, Google Docs, Google Slides and Google Sheets) and Microsoft Office Suite. Experience working in Canva and Airtable a plus.
Maintain a valid driver’s license. Ability and willingness to travel regularly and must live in Washington state.

COMPENSATION & BENEFITS

This is a full-time position. The salary range for this position is $80,000-$85,000 annually for full-time work, contingent on experience and linguistic abilities.

The Benefits package includes professional development training fees, generous paid time off, vacation and sick leave. Full Time Employees with WAISN are eligible for Kaiser Permanente Medical Insurance, Delta Dental Insurance, and VSP Vision Insurance.

REMOTE/ HYBRID WORK POLICY WAISN employees are currently located across the state of Washington and do not share a centralized office. Staff members are not required to work in person when handling day-to-day role responsibilities but will be expected to gather for events such as staff retreats and other all-staff reunions throughout the year. New staff members will be offered a $2,000 stipend to aid in relocation from out of state to Washington state if selected for their respective positions.

VACCINE POLICY In an effort to maintain a safe and healthy workplace, WAISN requires all current staff members and contractors to be fully vaccinated. WAISN defines “fully vaccinated” as having received either 1 dose of the Johnson&Johnson or 2 doses of the Moderna or Pfizer administered vaccines. WAISN also strongly encourages personnel to receive a booster dose when possible. All new personnel must present proof of COVID-19 vaccination card to the Operations Manager upon request. Exceptions to the vaccine mandate include religious reasoning and health concerns. If you are eligible for an exception, please reach out to the Operations Manager to discuss in further detail.

HOW TO APPLY

For more information about this position, please contact Nicole Leckband at nicole@diversityrecruiters.com. Otherwise, please complete the form below.

Please note that applications will be accepted on a rolling basis and will be reviewed when they are received. Early applications are strongly encouraged.

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Are you bilingual English / Spanish? *

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Do you live in Washington State? *

Do you have a valid driver's license? *

If you worked in a call center (or similar environment), please explain below, including your years of experience. *

On a scale of 1-5, 5 being a mastery level, please evaluate your working knowledge of Google Drive. *

On a scale of 1-5, 5 being a mastery level, please evaluate your working knowledge of Google Docs. *

On a scale of 1-5, 5 being a mastery level, please evaluate your working knowledge of Google Slides. *

On a scale of 1-5, 5 being a mastery level, please evaluate your working knowledge of Google Sheets. *

On a scale of 1-5, 5 being a mastery level, please evaluate your working knowledge of Canvas. *

On a scale of 1-5, 5 being a mastery level, please evaluate your working knowledge of Airtable. *

Are you willing to accept an annual salary of $80K – $85K? *

WAISN is an equal opportunity/affirmative action employer that provides equal employment opportunities to all qualified employees/applicants in all of our employment practices without regard to race, religion, color, sex or gender (including gender identity, pregnancy, childbirth, lactation), sexual orientation, national origin, ancestry, age, marital status, medical condition, physical or mental ability, or any other basis protected by law. We encourage applications from historically and currently disenfranchised people of color, immigrants, women, people with disabilities, members of the Lesbian, Gay, Bisexual, Transgender, and Queer communities and other historically and currently disenfranchised groups.

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WAISN – Operations & People Manager