Bilingual NSAH Shift Manager – Overnight

Job not on LinkedIn

🔥 0 minutes ago

☕ Washington – Remote

☕ Washington – 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 shifts and manage assigned support specialists • Ensure National Sexual Assault Hotline services meet RAINN’s standards of care • Monitor staff performance, enforce protocols, provide real-time guidance, and de-escalate situations • Lead, support, mentor, and coach hotline staff • Train employees on crisis intervention, active listening, de-escalation, and confidentiality procedures • Conduct monthly one-on-one staff check-ins and document meetings • Respond to employee complaints and questions and escalate issues as needed • Evaluate hotline staff and advise senior management on promotions, raises, skills development, and discipline • Participate in hiring interviews and candidate selection • Participate in rotating on-call schedules and provide emergency backup support • Coordinate staffing coverage with program leadership • Monitor telephone, text, and online chat hotline sessions and provide coaching and intervention • Complete mandated reports as needed • Identify and escalate policy violations, conduct concerns, and service-quality gaps • Make independent real-time staffing and service decisions using RAINN policies • Maintain knowledge of RAINN and contractual policies and protocols • Support staff professional growth and service quality • Contribute to planning and facilitating in-service meetings • 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 referrals to hotline callers • Answer PRN calls, recovery support fund line calls, reporting line calls, and chats, including Spanish services if applicable • Manage dashboard resources and collaborate with technical teams on hotline platform concerns and testing • Triage and handle mandatory reports on-shift or on-call • Complete required onboarding, roleplay, supervised practice, telephone, and continuing education training

🎯 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 • Comfortable discussing issues surrounding sexual violence • Comfortable addressing difficult staffing situations and remediation • Must complete and pass a criminal background check administered by RAINN • Ability to communicate effectively and respond to questions 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 on a team and independently • Technical proficiency in G Suite, including Google Drive, Google Docs, Google Sheets, and Google Calendar • Full professional fluency, written and spoken, in Spanish and English (preferred) • 2+ years of experience managing paid staff (preferred) • Dependable high-speed internet connection and home office setup

🏖️ Benefits

• $2,000 annual bilingual differential • $2,000 annual overnight shift differential • 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 • Periodic business travel to Washington, D.C. offices for onsite meetings and training sessions