Bilingual NSAH Support Specialist

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

📋 Description

• Deliver empathetic, trauma-informed crisis intervention support via the National Sexual Assault Hotline and partner hotlines operated by RAINN.

• Employ safety planning, brainstorming, listening skills, referrals, and pertinent resources to assist hotline users.

• Participate in regular training focused on NSAH and the specific needs of clients.

• Respond to inbound crisis intervention phone calls and online chats.

• Maintain an understanding of client-specific populations, such as college students, law enforcement personnel, nurses, and civilians.

• Collaborate with hotline staff and contribute to quality assurance initiatives.

• Observe NSAH sessions and provide immediate guidance to staff and peers.

• Adhere to and implement RAINN, NSAH, and client contractual policies and protocols.

• Oversee inbound crisis intervention calls and online chat interactions.

• Facilitate and manage online group chat services and sessions.

• Assist with biannual audits of resource databases.

• Conduct session assessments and convey new information, trends, or concerns to the Shift Manager or Lead on Duty.

• Gather and input client-specific data for all client interactions.

• Commit to working at least two holidays annually to uphold 24/7 service availability.

• Attend monthly all-staff meetings for NSAH.

• Engage in ongoing NSAH training sessions.

• Provide crisis intervention and support services for sexual assault victims within educational institutions, service providers, rape crisis centers, and other organizations.

• Perform additional duties to support NSAH operations and service delivery.

⛳️ Requirements

• Must be proficient in English and successfully pass a proficiency test during the interview process.

• Spanish fluency may be required for specific roles and will be assessed as necessary.

• At least one year of experience in social services, customer service, direct client support, or crisis intervention is required.

• Must achieve a minimum score of 35 WPM on a typing test.

• Strong communication skills for one-on-one and small group interactions.

• Comfortable utilizing instant messaging platforms and managing phone communication.

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

• Capable of managing multiple priorities and shifting tasks efficiently.

• Proficient in working remotely and using virtual communication tools.

• Strong problem-solving and judgment capabilities.

• Ability to understand and follow both written and verbal instructions.

• Must be able to work independently as well as collaboratively within a team.

• Willingness to work evenings, weekends, and holidays as needed.

• Must be at least 18 years of age.

• Familiarity with Google Workspace applications, including Gmail, Calendar, Drive, Docs, Sheets, Slides, and Forms.

• Comfortable discussing topics related to sexual violence.

• A strong commitment to RAINN's mission.

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

• Completion of a mandatory 40-hour blended learning training program is necessary.

• Must finish an initial 20 hours of client-specific training and at least 6 hours of continuing education annually.

• Successful completion of role-play assessments and supervised practice is required.

• Approximately 29 hours of telephone training must be completed.

• Final approval from a Licensed Training Supervisor is essential.

• Must reside within the continental United States.

• A home office setup with reliable high-speed internet sufficient for uninterrupted hotline services is mandatory.

🏝️ Benefits

• A shift differential of $2.50/hour for NSAH hotline hours worked between 7:00 PM and 6:59 AM.

• Employee assistance programs.

• Paid vacation time.

• Sick leave benefits.

• Paid holidays.

• Complimentary access to the fitness center within the building.

• Occasional business travel to Washington, DC for onsite meetings and training may be required.

• Comprehensive paid 40-hour blended learning program and ongoing client-specific training is provided as part of employment conditions.