NSAH Support Specialist

🕒 2 days ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $20 / hour

⏱ Part Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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RAINN

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1994

💼 Consulting

🏥 Healthcare

🤝 Non-profit

💰 Grant on 2020-11

Consulting • Healthcare • Non-profit

RAINN is the nation’s largest anti-sexual violence organization and operator of the National Sexual Assault Hotline, providing free, confidential, 24/7 support by phone, chat, and text. It offers survivor services, education and prevention programs, policy advocacy to hold perpetrators accountable, and training/consulting for organizations. RAINN also leads efforts to combat online sexual exploitation and supports survivors through resources, outreach, and fundraising.

📋 Description

• Utilize crisis intervention best practices including safety planning, brainstorming, and listening skills to provide compassionate support to hotline users. • Complete regular training on serving NSAH users and users of hotlines RAINN operates for clients, staying up to date on the specific needs of each client. • Answer inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines. • Maintain knowledge regarding the specific needs of users of client hotlines, including, but not limited to: college populations, law enforcement, nurses and civilians. • Provide timely, accurate support to NSAH users, including offering appropriate referrals and connecting them with relevant resources. • Collaborate with fellow NSAH hotline staff and assist with quality assurance efforts to ensure consistent, high-quality service delivery. • Monitor NSAH sessions and offer real-time support and guidance to staff and peers to ensure effective, high-quality service delivery. • Maintain knowledge and adhere to RAINN's and NSAH's policies and protocols as well as those of client contracts. • Supervise inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines. • Facilitate and manage online group chat services/sessions, ensuring a safe, supportive, and well-moderated environment for participants. • Assist with semi-annual call-throughs to audit resource databases. • Assist with NSAH-specific data collection by completing session assessments during each shift and promptly notifying the Shift Manager or Lead on Duty of any new information, trends, or concerns that arise. • Collect and enter client-specific data for all client contacts. • Commit to 24/7 service coverage by working a minimum of two (2) holidays per year, helping ensure that survivors and their loved ones have uninterrupted access to critical support. • Attend required monthly NSAH all-staff meetings to stay informed and aligned with program updates and priorities. • Attend and actively participate in ongoing training sessions designed for all NSAH staff to maintain and strengthen skills. • Perform other duties and responsibilities as assigned, in support of NSAH’s operations and service delivery.

🎯 Requirements

• Must be literate and fluent in English and able to pass a proficiency test during the interview process • Spanish fluency may be required for certain roles and will be assessed when applicable • Must be able to pass a typing test with at least 35 WPM score • Must have a minimum of one (1) year of experience in social services, customer service, or another field involving direct client support or crisis intervention • Possess the ability to effectively communicate information and respond to questions in person-to-person and small group situations with visitors, general public and other employees within the organization • Must be comfortable using instant messaging platforms and handling phone-based communication • Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities • Ability to work effectively in a remote environment, including maintaining focus, managing time independently, and staying connected with the team through virtual communication tools • Ability to solve problems and deal with a wide range of situations • Ability to interpret a variety of instructions, both written and oral • Ability to exercise good judgment when faced with complex decisions • Resiliently positive and energetic attitude, with the ability to successfully work on a team and independently • Willingness to work a non-traditional schedule, which will include evenings and/or weekends/holidays • Must be 18 years of age or older • Proficiency in Google Workspace applications (Gmail, Calendar, Drive, Docs, Sheets, Slides, Forms) with demonstrated ability to effectively utilize these tools for communication, collaboration, organization, and data management • Must be comfortable discussing issues surrounding sexual violence • Have a passion for RAINN's mission • Must complete and pass a criminal background check administered by RAINN

🏖️ Benefits

• employee assistance • paid vacation • sick leave • paid holidays • free access to the building fitness center