NSAH Support Specialist

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

📋 Description

• Deliver compassionate, trauma-informed crisis intervention services to users of the National Sexual Assault Hotline and RAINN-operated partner hotlines.

• Employ safety planning, brainstorming, and effective listening techniques to assist hotline users.

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

• Respond to incoming crisis-intervention phone calls and online chats.

• Offer prompt, precise support, referrals, and connections to relevant resources.

• Collaborate with NSAH hotline personnel and contribute to quality assurance initiatives.

• Monitor NSAH sessions while providing real-time support and guidance to staff and peers.

• Adhere to RAINN, NSAH, and client-specific policies and protocols.

• Supervise incoming crisis-intervention calls and online chat interactions.

• Facilitate and manage online group chat sessions.

• Assist with semi-annual audits of resource databases through call-throughs.

• Complete session assessments and report new insights, trends, and concerns to the Shift Manager or Lead on Duty.

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

• Commit to working at least two holidays annually to ensure 24/7 service coverage.

• Attend mandatory monthly NSAH all-staff meetings.

• Engage in ongoing NSAH training sessions.

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

⛳️ Requirements

• Fluent and literate in English; candidates must pass an English proficiency test during the interview process.

• Spanish fluency may be necessary for specific roles and will be assessed when relevant.

• Must successfully complete a typing test with a minimum speed of 35 WPM.

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

• Capable of communicating information and responding to inquiries in person and in small group settings.

• Proficient with instant messaging platforms and comfortable managing phone communications.

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

• Competent in managing shifting and multiple priorities.

• Effective in a remote work environment and skilled in utilizing virtual communication tools.

• Demonstrated problem-solving abilities and capability to handle a variety of situations.

• Able to interpret written and verbal instructions accurately.

• Exercise sound judgment in complex decision-making scenarios.

• Maintain a positive and energetic demeanor; capable of working independently as well as in a team.

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

• Must be at least 18 years of age.

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

• Comfortable discussing topics related to sexual violence.

• Committed to RAINN’s mission.

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

• Required to complete extensive mandatory training, including online courses, live virtual sessions, webinars, shadowing, role-play simulations, and supervised practice.

• Must complete an initial 20 hours of client-specific training and at least 6 hours of annual continuing education on contracts.

• Successfully complete the required role-play assessment and obtain final approval from a Licensed Training Supervisor.

• Must complete approximately 29 hours of telephone training.

• Must have a reliable high-speed internet connection and an appropriate home office setup.

🏝️ Benefits

• An additional $2.50/hour shift differential for scheduled 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 building fitness center.

• Remote work arrangements available.

• Required home office setup must include a dependable high-speed internet connection.