Content Analyst

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The Role:

SF Service Guide (sfserviceguide.org) is ShelterTech’s flagship project in collaboration with the Mayor’s Office of Housing and Community Development. It is San Francisco’s premier online and mobile resource information base to help people experiencing homelessness or at risk of homelessness find basic services they need (e.g. healthcare, meals, hygiene stations, storage space, etc.), by themselves or with the assistance of case workers.

To maintain a top-notch and user-friendly information base for SF Service Guide and other city service directories, we are building out our team of Content Analysts. The primary role of the Content Analyst is to vet the information for each organization and service in our directory and co-manage all updates to that information alongside our Head of Content and other volunteers on the Content Team. We’re not just looking for someone to be a reliable information base administrator or 211-style outreach caller. We’re looking for someone who can develop expert knowledge of the SF service provider landscape and can establish relationships with service providers, to help us grow and update SF Service Guide sustainably.

As Content Analyst, your key responsibilities will be to:

• Help us reach our goals of keeping the organization records in our information base fresh, which means:
• Vetting incoming changes to our 500+ organization records along with our current vetting team.
• Reaching out to service providers themselves when necessary to obtain info up-to-date to, at latest, the last 3 months.
• Ensure the information we serve is high-quality and extremely accessible to SF residents:
• Writing and reviewing concise, straight-forward descriptions of organizations and the services they provide so anyone can understand them.
• Managing quality and style standards in SF Service Guide.
• Supporting the technical side that allows the SF Service Guide to feature results from advanced filters and queries.
• Be part of a team effort to respond to incoming requests and suggestions for content updates:
• Responding to requests to update our information database, e.g. from organizations asking to be added to SF Service Guide.
• Updating records of administrative contacts in our information base so we will always be able to reach out to service providers directly.
• Be opinionated about the written word - you can effectively condense and simplify complex information to make it accessible to people with a wide range of reading abilities.
• Develop strategies for consistent analysis and testing to support decision-making.
  
  

What might you do in a day or week? In a few hours, you might:

• Respond to an email from a new org that wants to be added to our information base, or from an org already in SFSG for which the information needs to be updated,
• Fill out basic information (website, hours, email, etc.) for that org in our information base and write a few descriptions about the organization’s services,
• Approve a volunteer update to a shelter’s phone number using our admin web interface, after you called the number to verify,
• Answer a question over the phone from a caseworker using SFSG about whether Larkin Street Youth Services’ clinic should also have the "Maternal Care" category tag,
• Once or twice a month in the evening, possibly attend an in-person ShelterTech all hands meeting, or participate in a Datathon with volunteers from one of our corporate partners.