NSAH Support Specialist

🕒 August 19

☕ 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 to users of the National Sexual Assault Hotline and RAINN-operated partner hotlines • Use safety planning, brainstorming, and listening best practices to support hotline users • Complete ongoing training on NSAH and client-specific user needs • Answer inbound crisis-intervention telephone calls and online chats • Provide timely, accurate support, referrals, and connections to relevant resources • Collaborate with NSAH hotline staff and support quality assurance efforts • Monitor NSAH sessions and provide real-time support and 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 sessions • Assist with semi-annual call-throughs to audit resource databases • Complete session assessments and report new information, trends, and concerns to the Shift Manager or Lead on Duty • Collect and enter client-specific data for all client contacts • Work at least two holidays per year to support 24/7 service coverage • Attend required monthly NSAH all-staff meetings • Attend and participate in ongoing NSAH training sessions • Perform other duties supporting NSAH operations and service delivery

🎯 Requirements

• Fluent and literate in English; must pass an English proficiency test during the interview process • Spanish fluency may be required for certain roles and assessed when applicable • Must pass a typing test with at least 35 WPM • Minimum one year of experience in social services, customer service, direct client support, or crisis intervention • Ability to communicate information and respond to questions 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 handle shifting and multiple priorities • Ability to work effectively in a remote environment and use virtual communication tools • Ability to solve problems and handle a wide range of situations • Ability to interpret written and oral instructions • Ability to exercise good judgment in complex decisions • Positive and energetic attitude; ability to work independently and on 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 complete comprehensive mandatory training, including online courses, live virtual sessions, webinar, shadowing, role-play simulations, and supervised practice • Must complete initial 20 hours of client-specific training and at least 6 hours of annual continuing education on contracts • Must successfully complete required role-play assessment and receive final approval from a Licensed Training Supervisor • Must complete approximately 29 hours of telephone training • Must have a dependable high-speed internet connection and suitable home office setup

🏖️ Benefits

• Additional $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 • Remote work arrangement • Required home office setup with dependable high-speed internet connection