Bilingual NSAH Shift Manager – Morning

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $58k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💬 Bilingual

👻 Ghost score 0%

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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

• Supervise NSAH shift staff and manage day-to-day hotline operations • Provide quality assurance, performance feedback, coaching, and professional development support • Monitor telephone, text, and online chat hotline sessions • Provide real-time guidance, de-escalation, technical support, debriefing, and intervention • Train employees on hotline procedures, protocols, active listening, de-escalation, and confidentiality compliance • Conduct monthly one-on-one staff check-ins and document meetings • Respond to employee complaints and questions and escalate issues as needed • Evaluate staff and advise senior management on promotions, raises, skills development, discipline, and personnel matters • Participate in hiring interviews and candidate selection • Participate in rotating on-call schedules and provide emergency backup support • Support staffing coverage and coordinate schedule adjustments • Complete mandated reports as needed • Escalate policy violations, conduct concerns, and service quality gaps • Apply RAINN policies and critical thinking to make real-time staff and service decisions • Contribute to in-service meeting planning and facilitation • Submit end-of-shift reports and participate in NSAH program meetings • Ensure the HelpRoom is open and staffed during designated hours • Provide direct crisis intervention, emotional support, and trauma-informed resource referrals • Answer inbound PRN, recovery support fund, reporting line, and chat contacts, including Spanish-language services when applicable • Manage dashboard resources and collaborate with technical teams on hotline platform concerns and deployments • Conduct initial recovery support fund intakes • Complete required training, supervised practice, roleplay assessments, and continuing education

🎯 Requirements

• 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 • Comfort discussing issues surrounding sexual violence • Comfort addressing difficult staffing situations and remediation • Successful completion of a criminal background check administered by RAINN • Ability to communicate effectively in person-to-person and small group situations • Ease of use with technology • Ability to work under pressure and maintain composure during stressful situations • Ability to handle shifting and multiple priorities • Problem-solving ability • Ability to interpret written and oral instructions • Ability to exercise good judgment when faced with complex decisions • Positive and resilient attitude; ability to work independently and on a team • Technical proficiency in G Suite, including Google Drive, Google Docs, Google Sheets, and Google Calendar • Full professional fluency in Spanish and English preferred, with ability to pass a proficiency test during the interview process • 2+ years of experience managing paid staff preferred • Home office setup with dependable high-speed internet connection sufficient for job-related tasks and uninterrupted hotline services

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Life insurance • Employee assistance • 403(b) retirement savings • Paid vacation • Sick leave • Paid holidays, including a bonus week • Free access to the building fitness center • Remote work arrangement • Home office setup with dependable high-speed internet • Periodic business travel to Washington, D.C. offices for onsite meetings and training sessions