Bilingual NSAH Shift Manager – Morning

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee NSAH shift personnel and manage daily hotline operations.

• Ensure quality assurance, provide performance feedback, coaching, and support for professional growth.

• Monitor hotline sessions through telephone, text, and online chat.

• Offer real-time guidance, de-escalation techniques, technical support, debriefing, and intervention assistance.

• Train staff on hotline protocols, procedures, active listening, de-escalation strategies, and confidentiality requirements.

• Conduct monthly individual check-ins with staff and document the meetings.

• Address employee complaints and inquiries, escalating issues when necessary.

• Assess staff performance and advise senior management on promotions, salary increases, skills enhancement, disciplinary actions, and personnel matters.

• Engage in hiring interviews and assist in candidate selection.

• Take part in rotating on-call schedules and provide emergency backup support as needed.

• Facilitate staffing coverage and coordinate scheduling adjustments.

• Complete mandated reports as required.

• Report policy violations, conduct issues, and gaps in service quality.

• Implement RAINN policies and apply critical thinking to make immediate staff and service decisions.

• Contribute to the planning and facilitation of in-service meetings.

• Submit end-of-shift reports and participate in NSAH program meetings.

• Ensure that the HelpRoom is open and adequately staffed during designated hours.

• Provide direct crisis intervention, emotional support, and trauma-informed resource referrals.

• Respond to inbound PRN, recovery support fund, reporting line, and chat inquiries, including Spanish-language services when applicable.

• Manage dashboard resources and collaborate with technical teams regarding hotline platform issues and deployments.

• Conduct initial intakes for the recovery support fund.

• Complete required training, supervised practice, roleplay assessments, and ongoing education.

⛳️ Requirements

• Minimum of 2 years of experience in crisis intervention services, either in a professional or volunteer capacity.

• Bachelor's degree or at least 4 years of experience in social services.

• Willingness to work a non-traditional schedule, which may include evenings, weekends, and holidays.

• Comfort in discussing topics related to sexual violence.

• Ability to address challenging staffing situations and remediation efforts.

• Successful completion of a criminal background check conducted by RAINN.

• Effective communication skills in both one-on-one and small group settings.

• Proficient use of technology.

• Capability to work under pressure and maintain composure in stressful situations.

• Ability to manage shifting and multiple priorities.

• Strong problem-solving skills.

• Ability to interpret both written and verbal instructions.

• Sound judgment in complex decision-making scenarios.

• Positive and resilient mindset; ability to work independently as well as collaboratively.

• Technical proficiency in G Suite applications, including Google Drive, Google Docs, Google Sheets, and Google Calendar.

• Full professional fluency in both Spanish and English is preferred, with the ability to pass a proficiency test during the interview process.

• Preferred experience managing paid staff for at least 2 years.

• Home office setup with a reliable high-speed internet connection adequate for job duties and uninterrupted hotline services.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Employee assistance program.

• 403(b) retirement savings plan.

• Paid vacation time.

• Sick leave.

• Paid holidays, including an additional bonus week.

• Free access to the building fitness center.

• Remote work flexibility.

• Home office setup with reliable high-speed internet.

• Occasional business travel to Washington, D.C. for onsite meetings and training sessions.