RAINN
  • 09-Dec-2019 (EST)
  • NSAH Salaried
  • Washington, DC, USA
  • Salary
  • Full Time

As a key member of RAINN's National Sexual Assault Hotline (NSAH) management team, the NSAH program manager is responsible for ensuring high quality services to users of the National Sexual Assault Hotline (online and telephone) by NSAH paid staff.

The NSAH program manager will be a strategic thought partner to the director of the NSAH and oversee the day-to-day operations of the hotline.

Essential Duties and Responsibilities:

  • Develop and implement annual operational and staffing goals and objectives for the NSAH hotline which reflects the mission of the organization.
  • Manage the development, modification, and enhancement of policies, protocols, processes, and controls to systematize the provision of direct services.
  • In collaboration with the program director and NSAH workforce manager, assess and make recommendations to improve hotline operations and staffing strategies, policies, protocols, and manuals based on the evaluation of qualitative and quantitative data.
  • Lead qualitative assessments in order to strengthen staff structures and performance.
  • Directly supervise a team of senior shift managers.
  • Lead implementation and communication plans of new and current NSAH policies and protocols, ensuring their effectiveness.
  • Provide ongoing training to senior shift managers and shift managers to coach paid staff to meet the unique needs of hotline callers consistent with RAINN's strength-based, survivor-centered, empowered-based approach.
  • Establish an ongoing communication practice to build staff knowledge and confidence related to program developments and strategies. 
  • Oversee a 24-hour/7 days a week staffing schedule, including but not limited to, continuous monitoring/oversight to ensure appropriate staff levels are maintained daily.
  • Collaborate with the Volunteer Program Manager to ensure volunteer staffing is seamlessly integrated into the hotline staffing model and schedule.
  • Regularly assess hotline staffing and operational management challenges and gaps and make recommendations to the program director.
  • Oversee employee performance reviews, ensuring  consistent and appropriate standards are met. 
  • Mentor senior shift managers to enhance operational integrity and staff well-being.
  • Actively contribute to the strategic planning process led by the program director.
  • Manage conflict resolution among management and staff according to established protocols.
  • Respond and remediate concerns from hotline contracts regarding hotline staff performance;
  • Manage the on-call schedule rotation to ensure NSAH staff have after hours support 24/7.
  • Evaluate pathways to improve staff recruitment and retention.
  • Support senior shift managers to plan and implement staff recognition activities, and staff wellness efforts.
  • Manage monthly in-services for paid staff. 
  • Provide feedback to the program director regarding training needs for staff. 
  • Maintain knowledge of RAINN's policies and protocols and provide ongoing feedback to the program director.
  • Assist with grant reporting as needed.
  • 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 or a related field, Master's degree preferred.
  • 5+ years of experience in social services.
  • 5+ years of experience in program or operational management and managing paid/unpaid staff (employees who work in shifts is preferred).
  • Experience with and knowledge of sexual assault and crisis intervention services.
  • Professional written and oral proficiency in Spanish, strongly preferred.
  • Demonstrated analytical and critical thinking skills, including the ability to think strategically, identify needs and requirements, and develop recommendations based on qualitative and quantitative data.
  • Experience developing and implementing program goals and policies.
  • Experience with project management tools, including logframes and GANTT charts.
  • Ability to lead, positively influence others to achieve results that are in the best interest of the program and organization.
  • Possess ability to effectively communicate information and respond to questions in person-to-person and small group situations with visitors, the general public and other team members.
  • Ability to foster teamwork, work cooperatively and effectively with others to set goals, resolve problems and make decisions that enhance operation effectiveness.
  • Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
  • Ability to interpret a variety of instructions written and oral.
  • Ability to exercise good judgment when faced with complex decisions.
  • Must possess a positive and energetic attitude, with the ability to successfully work on a team and independently.
  • Willingness to work a non-traditional schedule, which will include occasional evenings and/or weekends/holidays.
  • Willingness to travel up to five times per year.
  • Must be comfortable discussing issues surrounding sexual violence.
  • Must complete and  pass a criminal background check (administered by RAINN).

Desired Qualifications:

  • Crisis hotline/intervention experience.
  • Experience with relationship building and fostering collaboration among a diverse workforce.
  • Training or certification as a facilitator.

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 to 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.

TO APPLY: Please submit resume and cover letter to NSAH Director at: https://rainn.applicantpro.com/jobs/1274687.html

Incomplete applications will not be considered.

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.

When you work for RAINN, you're joining a team of experts and professionals who stand up for survivors of sexual violence every day.  Your job is important--and so are you. RAINN will not discriminate against any employee or applicant for employment because of race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, or protected veteran status. RAINN is committed to maximizing the diversity of its organization and depends on a diverse staff to carry out its mission, and encourages all qualified candidates to apply.

EOE/M/F/D/V

 

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