[Hiring] Bilingual NSAH Shift Manager @RAINN

Role Description

As a key member of RAINN’s Victim Services management team, the NSAH Shift Manager will be responsible for ensuring high-quality services to users of the National Sexual Assault Hotline (online text chat and telephone) and will support the day-to-day operations of the NSAH program by providing direct services, coaching, and supporting the professional development of hotline staff.

Responsibilities

• Staff Supervision and Management
  • Provide supervision, quality assurance of services, ongoing performance feedback, and manage employees for NSAH shifts.
  • Manage the day-to-day operations of the shift to ensure that all services delivered on the National Sexual Assault Online Hotline (NSAH) meet RAINN’s standards of care.
  • Manage a team of assigned support specialists.
  • Lead, support, and mentor a team of NSAH support specialists.
  • Deliver ongoing training and coaching to ensure that support specialists are fully equipped to provide high-quality crisis intervention and emotional support.
  • Conduct monthly one-on-one check-ins with assigned staff.
  • Act as the first point of contact for staff inquiries and concerns during assigned shifts.
  • Conduct regular performance evaluations and provide thoughtful recommendations to senior leadership.
  • Collaborate with the Talent Acquisition and Program teams in the hiring process.
  • Serve as part of the management on-call rotation.
  • Work collaboratively with program leadership to assess staffing needs.
• Quality Assurance and Program Compliance
  • Monitor hotline sessions and provide support and guidance to staff and volunteers.
  • Foster a respectful, mission-driven, and professional work culture.
  • Identify and escalate issues to the appropriate leadership channels.
  • Exercise sound judgment during live operations.
  • Maintain knowledge of RAINN's policies and protocols.
• Staff Development and Training
  • Coach and mentor staff members to strengthen their skills.
  • Collaborate with program leadership to identify key focus areas for training.
  • Provide informed feedback to senior leadership on training needs.
• Hotline Operations and Direct Support
  • Submit end-of-shift reports.
  • Ensure the NSAH peer-to-peer online chat “HelpRoom” is open and staffed.
  • Provide direct support to hotline callers and staffers.
  • Manage and monitor dashboard resources.
• Provide Direct Hotline Services
  • Provide direct services on the hotline by answering inbound calls and chats.
  • Deliver crisis intervention, emotional support, and trauma-informed resource referrals.
  • Serve as backup support to handle calls and chats across all hotline platforms.

Qualifications

• Must have 2+ years of experience working or volunteering with crisis intervention services.
• Bachelor's degree or 4+ years social service experience.
• Willingness to work a non-traditional schedule, including occasional evenings and/or weekends/holidays.
• Must be comfortable discussing issues surrounding sexual violence.
• Must complete and pass a criminal background check administered by RAINN.

Requirements

• Ability to effectively communicate information and respond to questions in person-to-person and small group situations.
• Must be able to demonstrate ease of use with technology.
• Ability to work well under pressure and maintain composure during stressful situations.
• Ability to solve problems and deal with a wide range of situations.
• Must possess a positive and resilient attitude.
• Demonstrated technical proficiency in G Suite.

Benefits

• Competitive compensation of $60,000 annually.
• Generous benefits package including medical, dental, vision, and life insurance.
• Employee assistance program.
• 403(b) retirement savings.
• Paid vacation, sick leave, and holidays including a bonus week.
• Free access to the building fitness center.