• 18-Apr-2019 to 17-Jun-2019 (EST)
  • NSAH Management
  • Washington, DC, USA
  • Contingent Upon Experience
  • Salary
  • Full Time

RAINN operates a call center that provides 24/7 sexual assault crisis support for national, state, and local sexual assault response programs. The NSAH Services Coordinator will be responsible for coordinating call center and technology services contracts, maintaining client records and hotline staff resources.

Essential Duties and Responsibilities:

The NSAH Services Coordinator will provide the following services to RAINN:

  • Create trainings for hotline staff when launching new client hotlines, in collaboration with the VS training team;
  • Create refresher trainings on existing client hotlines for hotline staff, in collaboration with the VS training team;
  • Create a monthly newsletter about client hotlines for hotline staff;
  • Assist in maintaining hotline  and technology services;
  • Oversee information flow with hotline staff, maintaining open communication in order to facilitate the successful launch of new client hotlines and the continuous improvement of existing client hotlines;
  • Work with RAINN's technology, communications, and consulting teams on projects that require cross departmental collaboration;
  • Support training efforts of hotline staff in for new and ongoing client hotlines;
  • Provide customer service to existing hotline clients as needed;
  • Support NSAH quality assurance process for client hotline services;
  • Manage client-specific telephone, online, and texting hotline software;
  • Maintain working knowledge of the practices and operations of the hotline;
  • Review and update client resource databases;  
  • Assist in generating and monitoring client invoices;
  • Assist with client record keeping; and
  • All other duties as assigned.


Position Specifications/Requirements    

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required:


Required Qualifications:

  • Bachelor's degree in social service, business, communications, or a related field;
  • 1+ years social service, customer service, business, communications, or related professional experience;
  • Possess ability to effectively communicate information and respond to questions in person-to-person and small group situations with visitors, general public and other employees within the organization;
  • Must feel comfortable with using and describing technology;
  • Ability to work well under pressure and maintain composure during stressful situations;
  • Knowledge of or experience in direct customer service;
  • Ability to handle shifting and multiple priorities;
  • Ability to solve problems and deal with a wide range of situations;
  • Ability to interpret a variety of instructions written and oral;
  • Ability to exercise good judgment when faced with complex decisions.
  • Resiliently positive and energetic attitude, with the ability to successfully work on a team and independently;
  • Must be 18 years of age or older;
  • Must be able to work on-site at RAINN's office and to attend meetings there as required;
  • Must be comfortable discussing issues surrounding sexual violence; and
  • Must complete and  pass a criminal background check (administered by RAINN).

Preferred Qualifications:

  • 1+ Years experience with crisis hotline/intervention (paid or volunteer work);
  • Experience with project management tools, including logframes, and GANTT charts;
  • Experience with relationship building and fostering collaboration among diverse workforce; and
  • Experience in facilitation and or/training.


Physical Activities

The following physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations:

  • The person in this position needs to regularly move about inside the office to access cabinets, office equipment, etc.
  • Must be able to get to locations outside of the office independently, without physical assistance.
  • Must be able to lift at least 20 pounds.
  • Must be able to operate a computer and other office productivity machinery (e.g., copier, fax machine).
  • Must have vision correctable to a level where individual can operate a computer, visualize text on a computer monitor.

Environmental  Conditions

There are no harmful environmental conditions that are present for this position. The noise level in the work environment is usually moderate.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of the essential functions, responsibilities and/or requirements.

TO APPLY: Submit resume and cover letter with salary requirements to Hotline Services Manager at: https://rainn.applicantpro.com/jobs/   

Incomplete applications will not be considered.  Please no phone calls.


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