RAINN
  • 23-Apr-2019 to 22-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 Manager will act as the project manager for hotline services and hotline technology services contracts, onboarding new clients, and providing first in class customer service and ongoing support for clients.

Essential Duties and Responsibilities: The NSAH Services Manager will provide the following services to RAINN:

  • Create and customize Victim Services' onboarding materials for new hotline service clients;
  • Plan, facilitate, and monitor internal onboarding progress across RAINN departments, including Communications, Technology, and Training departments for all new client hotline services;
  • Manage client hotlines services, acting as the main point of contact for all crisis hotline, therapy fund hotline, and licensing clients, beginning at onboarding in collaboration with Consulting Services;
  • Create and maintain all data collection for hotline clients
  • Maintain all project management documents in collaboration with Consulting Services and proactively communicate critical junctures and project needs across departments for all contracted hotline services;
  • Oversee all hotline services maintenance, including monitoring quality assurance of hotline services, managing client-specific telephone, online, and texting software and updating contract resource databases;
  • Assist with promotion of hotline services and technology services;
  • Coordinate technology demonstrations for initial client contacts;
  • Collaborate with the NSAH Program Manager to ensure training is effective and is completed by current staff for the launch of new and ongoing hotline services;
  • Act as primary point of contact for hotline service clients and provide ongoing customer service as needed;
  • Supervise the NSAH hotline services coordinator;
  • Under the leadership of the NSAH program director, engage in annual strategic planning and ongoing work plan development for hotline services;
  • Manage billing and collections for all hotline clients and conduct invoicing for consulting and training clients;
  • Maintain client records; 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 services, business, communications, or a related field;
  • 2+ years of program management experience;
  • 3-5 years of social service, customer service, business, 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;
  • Experience with project management tools, including logframes and GANTT charts;
  • Must feel comfortable with using and describing technology;
  • Must feel comfortable reading and understanding various types of scopes of work and master services agreements, including for federal clients;
  • Experience with managing up across several departments;
  • 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:

  • 2+ Years experience in the field of social services, crisis hotline/intervention experience (paid or volunteer work);
  • Experience with relationship building and fostering collaboration among diverse workforce.
  • Experience with ChargeBee or other billing tools

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:

  • Must be able to remain in a stationary position 80% of the time;
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.;
  • Must be able operate a computer (typing 35-45 wpm with accuracy) and other office productivity machinery (e.g., copier and 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, cover letter with salary requirements to NSAH Program Manager at https://rainn.applicantpro.com/jobs/   

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

 

EOE/M/F/D/V

 

 

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