Bilingual NSAH Support Specialist

🔥 4 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $20 / hour

⏱ Part Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 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

• Provide compassionate, trauma-informed crisis intervention support through the National Sexual Assault Hotline and RAINN-operated partner hotlines • Use safety planning, brainstorming, listening skills, referrals, and relevant resources to support hotline users • Complete regular training on NSAH and client-specific user needs • Answer inbound crisis-intervention telephone calls and online chats • Maintain knowledge of client-specific users, including college populations, law enforcement, nurses, and civilians • Collaborate with hotline staff and assist with quality assurance efforts • Monitor NSAH sessions and provide real-time guidance to staff and peers • Maintain and follow RAINN, NSAH, and client-contract policies and protocols • Supervise inbound crisis-intervention calls and online chats • Facilitate and manage online group chat services and sessions • Assist with semi-annual call-throughs to audit resource databases • Complete session assessments and report new information, trends, or concerns to the Shift Manager or Lead on Duty • Collect and enter client-specific data for all client contacts • Work a minimum of two holidays per year to support 24/7 service coverage • Attend monthly NSAH all-staff meetings • Attend and participate in ongoing NSAH training sessions • Provide crisis intervention and sexual assault victim support services for educational institutions, service providers, rape crisis centers, and other agencies • Perform other duties supporting NSAH operations and service delivery

🎯 Requirements

• Must be literate and fluent in English and pass a proficiency test during the interview process • Spanish fluency may be required for certain roles and will be assessed when applicable • Minimum of one year of experience in social services, customer service, direct client support, or crisis intervention • Must pass a typing test with a minimum score of 35 WPM • Effective communication skills in person-to-person and small group situations • Comfortable using instant messaging platforms and handling phone-based communication • Ability to work under pressure and maintain composure during stressful situations • Ability to manage shifting and multiple priorities • Ability to work effectively in a remote environment and use virtual communication tools • Problem-solving and judgment skills • Ability to interpret written and oral instructions • Ability to work both independently and as part of a team • Willingness to work evenings, weekends, and holidays • Must be at least 18 years old • Proficiency in Google Workspace applications, including Gmail, Calendar, Drive, Docs, Sheets, Slides, and Forms • Comfortable discussing issues surrounding sexual violence • Passion for RAINN's mission • Must complete and pass a criminal background check administered by RAINN • Must successfully complete required 40-hour blended learning training • Must complete initial 20 hours of client-specific training and at least 6 hours of continuing education on contracts yearly • Must successfully complete role-play assessment and supervised practice • Must complete approximately 29 hours of telephone training • Final approval from a Licensed Training Supervisor is required • Must reside within the continental United States • Must have a home office setup with dependable high-speed internet sufficient for uninterrupted hotline services

🏖️ Benefits

• $2.50/hour shift differential for scheduled NSAH hotline hours worked between 7:00 PM and 6:59 AM • Employee assistance • Paid vacation • Sick leave • Paid holidays • Free access to the building fitness center • Periodic business travel to Washington, DC offices for onsite meetings and training sessions may be provided/required • Comprehensive paid? 40-hour blended learning program and ongoing client-specific training are provided as conditions of employment