[Hiring] NSAH Overnight Senior Shift Manager @RAINN

Role Description

The Senior Shift Manager plays a key leadership role in ensuring Shift Managers and hotline staff have the support, resources, and guidance needed to perform effectively while prioritizing staff wellbeing. This role strengthens hotline operations by proactively identifying and addressing staff and operational needs, supporting Shift Managers in day-to-day leadership, and promoting a consistent, supportive work environment.

In close collaboration with the NSAH Program Manager and fellow Senior Shift Managers, the Senior Shift Manager helps ensure policies, procedures, and operational expectations are communicated and implemented consistently across shifts. The role also identifies opportunities to strengthen processes, improve coordination, and support the overall effectiveness and continuity of hotline operations.

In alignment with RAINN’s three pillars: Support, Educate, and Prevent, the Senior Shift Manager fosters an environment that supports survivors and the staff who serve them, promotes ongoing learning and development across the hotline team, and strengthens practices that advance RAINN’s broader commitment to preventing sexual violence.

Responsibilities

• Manage a team of shift managers.
• Coach and mentor shift managers as leaders on the hotline.
• Conduct ongoing appraisals of performance.
• Ensure opportunities for skills development.
• Foster a positive environment for direct reports and their teams.
• Advocate for the overnight shift needs to ensure stable operations.
• Meet with hotline staff one-on-one and host collaborative team meetings to discuss challenges, identify priority needs, and brainstorm solutions.
• Assess gaps in skills and knowledge and recommend pathways for shift managers or NSAH leadership to address them.
• Participate in rotating on-call schedules and act as emergency back-up for on-site support.
• Support hotline operations, including answering Recovery Support Fund calls, supporting on the telephone hotline, and the online hotline.
• Provide quality assurance and oversight of services on the overnight shift.
• Demonstrate specialized hotline knowledge and sexual assault service skills.
• Complete quality assurance evaluations for the overnight shift.
• Ensure that quality requirements are met on shift and across the hotline by coordinating with the other senior shift managers.
• Monitor staff capacity and attrition on the overnight shift, assess its impacts and recommend methods to address gaps to ensure the hotline is meeting survivors' needs.
• Play an important role in evaluating candidates for the overnight shift, including participation in the interview and selection process.
• Support NSAH staff on all shifts.
• Execute projects necessary for smooth hotline operations, such as schedule creation, reviewing shift payroll, coordinate and schedule Federal Work Study student projects to support the NSAH.
• Support the program manager in selecting and prioritizing performance improvement projects for NSAH staff.
• Support the program manager to design and deliver foundational staff training on a quarterly basis covering subjects such as, "Supervising on the Hotline", and "Spanish Services on the Hotline."
• Support program manager in designing and facilitating monthly in-service sessions.
• Provide input on draft policies and protocols, and flag when current policies are inconsistent with the needs of staff or the service.
• Ensure consistent policy implementation across the NSAH.
• Maintain a work culture and employee behaviors of high standards in accordance with RAINN and NSAH staff handbooks and policies.
• Elevate concerns and policy violations about workplace behavior and quality of services to senior management in a timely manner.
• Use critical thinking skills and RAINN policies to make independent, real-time staff and service decisions.
• Maintain knowledge of RAINN and NSAH policies and protocols and provide ongoing feedback to senior management of NSAH.
• Organize and facilitate NSAH management meetings to allow shift managers across the hotline to exchange information regarding shift trends, staff, policies and procedures.
• Attend and participate in NSAH program and management meetings to exchange information regarding shift trends, staff, policies and procedures, and recommend specific changes where necessary.
• Provide feedback to the NSAH leadership regarding additional training topics or suggested revisions to training to strengthen staff skills and morale.

Qualifications

• At least 5 years of relevant experience; or a bachelor’s degree with at least 1 year of relevant social services experience.
• At least 3 years of experience working or volunteering in crisis intervention services.
• At least 3 years of experience managing paid and or unpaid staff.
• Experience addressing complex employee relations, performance management, coaching, and remediation matters.
• Willingness and ability to work a non-traditional schedule, including evenings, weekends, and/or holidays, based on operational needs.
• Comfort discussing topics related to sexual violence and supporting teams engaged in trauma-related work.
• Ability to effectively use technology and virtual workplace tools in a remote environment.
• Must successfully complete a criminal background check administered by RAINN.

Preferred Qualifications

• Experience managing employees who work across multiple shifts or within a 24/7 service environment.
• Experience providing trauma-informed supervision to staff engaged in crisis intervention, victim services, or other high-impact work.
• 3+ years of management experience leading staff with varying levels of professional experience.
• Spanish-language proficiency.
• Veteran status/experience, where applicable to the position and organizational hiring practices.

Skills & Competencies

• People Leadership: Demonstrated ability to lead, coach, develop, and positively influence others while fostering accountability and a supportive team environment.
• Problem-Solving & Judgment: Strong critical-thinking and problem-solving skills, with the ability to exercise sound judgment when navigating complex or sensitive situations.
• Communication: Strong written and verbal communication skills, including the ability to communicate effectively with employees, leadership, external stakeholders, and groups.
• Operational Leadership: Ability to identify staff and operational needs, prioritize competing demands, and implement solutions that support consistent and effective hotline operations.
• Composure & Adaptability: Ability to remain composed and effective under pressure while managing changing priorities and time-sensitive situations.
• Collaboration & Independence: Ability to work effectively across teams and levels of the organization while independently managing responsibilities and driving work forward.
• Technology Proficiency: Demonstrated comfort learning and utilizing technology, systems, and virtual communication tools required to effectively lead in a remote environment.
• Demonstrated technical proficiency in G Suite, including the ability to effectively use and manage tools such as Google Drive, Google Docs, Google Sheets, and Google Calendar.

Work Requirements

• Successfully complete a criminal background check administered by RAINN.
• Be willing to, at times, work a non-traditional schedule, which may include evenings and/or weekends.

Remote Work Requirements

• RAINN employees are required to have a home office setup with a dependable high-speed internet connection. This must be sufficient to support all job-related tasks, including accessing systems, communicating with teams, and providing uninterrupted hotline services or administrative support.

Benefits

• Competitive compensation.
• Generous benefits package that includes medical, dental, and vision insurance.
• Life insurance.
• Employee assistance program.
• 403(b) retirement savings plan.
• Paid vacation, sick leave, and paid holidays, including a bonus week.
• Free access to the building's fitness center.