Bilingual NSAH Shift Manager – Overnight

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

📋 Description

• Oversee NSAH shifts and manage designated support specialists.

• Ensure that the National Sexual Assault Hotline services align with RAINN’s standards of care.

• Assess staff performance, implement protocols, deliver real-time guidance, and manage de-escalation processes.

• Mentor, support, and coach hotline personnel.

• Provide training to employees on crisis intervention, active listening, de-escalation techniques, and confidentiality protocols.

• Conduct monthly individual staff check-ins and document the outcomes of these meetings.

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

• Evaluate hotline personnel and provide recommendations to senior management regarding promotions, salary increases, skills development, and disciplinary actions.

• Participate in the hiring process, including interviews and candidate selection.

• Engage in a rotating on-call schedule and offer emergency backup support.

• Collaborate with program leadership to coordinate staffing coverage.

• Observe telephone, text, and online chat hotline sessions, providing coaching and intervention as needed.

• Prepare mandated reports as required.

• Identify and report policy violations, conduct concerns, and gaps in service quality.

• Make independent real-time staffing and service-related decisions in accordance with RAINN policies.

• Stay informed about RAINN and contractual policies and protocols.

• Foster staff professional development and enhance service quality.

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

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

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

• Provide direct crisis intervention, emotional support, and trauma-informed referrals to hotline callers.

• Respond to PRN calls, recovery support fund line calls, reporting line calls, and chats, including Spanish services if applicable.

• Manage dashboard resources and work with technical teams on hotline platform issues and testing.

• Triage and address mandatory reports while on shift or on-call.

• Complete necessary onboarding, roleplay, supervised practice, telephone, and continuing education training.

⛳️ Requirements

• Minimum of 2 years of experience in crisis intervention services, whether through work or volunteering.

• Bachelor’s degree or 4+ years of experience in social services.

• Availability to work a non-traditional schedule, including occasional evenings, weekends, and holidays.

• Comfortable discussing topics related to sexual violence.

• Capable of addressing challenging staffing scenarios and implementing remediation strategies.

• Must successfully complete a criminal background check conducted by RAINN.

• Strong communication skills for effective interaction in person and in small group settings.

• Proficiency with technology.

• Ability to maintain composure and perform under pressure in stressful situations.

• Capacity to manage shifting priorities and multiple tasks effectively.

• Strong problem-solving skills.

• Ability to understand and interpret written and verbal instructions.

• Good judgment when faced with complex decision-making scenarios.

• Positive and resilient attitude with the ability to work both collaboratively and independently.

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

• Preferred: Full professional fluency in both written and spoken Spanish and English.

• Preferred: Over 2 years of experience in managing paid staff.

• Dependable high-speed internet connection and a suitable home office setup.

🏝️ Benefits

• Annual bilingual differential of $2,000.

• Annual overnight shift differential of $2,000.

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance benefits.

• Life insurance options.

• Employee assistance programs.

• 403(b) retirement savings plan.

• Paid vacation time.

• Sick leave benefits.

• Paid holidays, including an additional bonus week.

• Free access to the building's fitness center.

• Remote work arrangement available.

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