[Hiring] Staff/Assistant Shift Manager @RAINN

Role Description

The Morning Staffer/Assistant Shift Manager at Safe Helpline will support RAINN’s mission by providing crisis support and service delivery to members of the military community affected by sexual assault.

• Answer crisis calls routed through the Safe Helpline telephone service.
• Take online chats and calls through the online helpline and provide referrals through the Safe Helpline texting service.
• Utilize crisis intervention best practices, including safety planning, brainstorming, and active listening.
• Provide follow-up support services as needed, ensuring continuity of care.
• Serve as a moderator, facilitator, and reviewer for Safe HelpRoom sessions.
• Assist with gathering necessary information from Safe Helpline users and provide accurate referral services.
• Maintain knowledge of relevant military policies, protocols, and sexual assault prevention initiatives.
• Provide supervisor support, coaching, and quality assurance oversight to employees during assigned hotline shifts.
• Actively provide constructive feedback to staff, supporting their professional growth.
• Collaborate with Shift Managers on guidance and instructions for staff.
• Submit end-of-shift reports, including comment card feedback on staff members, peers, and supervisors.
• Enter non-personally identifying call information into the helpline database.
• Complete session assessments and other data collection tools accurately and on time.
• Complete new and revised training on best practices, policies, and protocols.
• Maintain open communication with hotline staff through G-chat and within the hotline platform.
• Maintain a clean, orderly workspace and ensure shifts are worked in a quiet, private, and professional environment.
• Showcase expertise in specialized Safe Helpline knowledge and sexual assault service skills.
• Complete a minimum of 80 hours of comprehensive blended training.

Qualifications

• Bachelor’s degree in social work, psychology, or a related field and/or equivalent experience.
• A minimum of 2 years’ experience of crisis hotline/intervention or related experience.
• Minimum of 2 years’ experience serving in a lead or co-lead supervisory role.
• Excellent English-language communication skills (oral and written).
• Familiarity with instant messaging.
• Basic computer and database proficiency.
• Typing speed of a minimum of 35 wpm with accuracy.
• Ability to work well under pressure and maintain composure during stressful situations.
• Resiliently positive and energetic attitude.
• Willingness to work a non-traditional schedule, including evenings and/or weekends/holidays.
• Must be 18 years of age or older.
• Proficiency in Google Workspace applications.
• Comfort discussing issues surrounding sexual violence.
• Must complete and pass Tier 1 background investigation.
• Must complete and pass a criminal background check administered by RAINN.

Requirements

• Veterans with Dept. of Veterans Affairs or VA MST Coordinator experience will be given priority.
• Crisis hotline/intervention experience.
• Experience with military populations.

Benefits

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