NSAH Support Specialist – Bilingual, Spanish and English

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

📋 Description

• Deliver compassionate and trauma-informed crisis intervention by employing safety planning, brainstorming, and active listening skills.

• Respond to incoming crisis-intervention calls and online chats for the National Sexual Assault Hotline as well as partner client hotlines.

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

• Maintain an understanding of the unique needs of survivors, their family members, supporters, partners, college communities, law enforcement, nurses, and the general public.

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

• Oversee NSAH sessions while providing real-time guidance to colleagues.

• Comply with RAINN, NSAH, and client-contract policies and protocols.

• Supervise incoming crisis-intervention calls and online chats.

• Facilitate and manage online group chat sessions.

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

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

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

• Participate in monthly all-staff meetings and ongoing training sessions.

• Work at least two holidays each year to ensure 24/7 service availability.

• Complete client-specific training and maintain expertise regarding client needs.

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

⛳️ Requirements

• Must be fluent and literate in English; passing an English proficiency test during the interview process is required.

• Spanish fluency may be necessary for certain positions and will be evaluated as applicable.

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

• Must successfully complete a typing test with a minimum of 35 words per minute.

• Comfortable utilizing instant messaging platforms and managing phone communications.

• Ability to work efficiently in a remote setting.

• Willingness to work during evenings, weekends, and holidays.

• Must be at least 18 years of age.

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

• Comfortable discussing topics related to sexual violence.

• Must pass a criminal background check conducted by RAINN.

• Completion of a 40-hour blended learning program is required.

• Must finish an initial 20 hours of client-specific training along with at least 6 hours of continuing education on contracts annually.

• Must successfully complete required role-play assessments and supervised practice.

• Approximately 29 hours of telephone training must be completed, with final approval from a Licensed Training Supervisor.

• A reliable high-speed internet connection and an appropriate home office setup are necessary.

• Willingness to work a minimum of two holidays per year is required.

• Must be able to interpret written and verbal instructions and demonstrate good judgment in complex situations.

🏝️ Benefits

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

• Employee assistance program.

• Paid vacation.

• Sick leave benefits.

• Paid holidays.

• Complimentary access to the building fitness center.

• Remote work arrangement available.

• Occasional business travel to Washington, DC offices for onsite meetings and training sessions.

• Comprehensive training provided, with mandatory remote training as a condition of employment.