• 26-Mar-2020 to Until Filled (EST)
  • NSAH Salaried
  • Washington, DC, USA
  • Salary
  • Full Time

As a key member of RAINN's Victim Services management team, the National Sexual Assault Hotline (NSAH) senior shift manager will be responsible for ensuring high quality services to users of the NSAH (online and telephone) and will support the day-to-day operations of the NSAH program.

Essential Duties and Responsibilities:

  • Manage a team of assigned shift managers.
  • Provide oversight, quality assurance of services and manage shift managers on assigned shift.
  • Support the NSAH hotline program manager through completion of administrative tasks, i.e., schedule creation, payroll, and logistics of assigned shift.
  • Support the program manager by selecting and prioritizing performance improvement projects.
  • Ensure that quality requirements are met on shift.
  • Assess gaps in skills and recommend pathways for shift managers to address them.
  • Assess staff attrition on shift, its impacts, and recommend methods for addressing it.
  • Track key performance indicators to ensure that the NSAH is meeting its objectives.
  • Play an important part in the hiring of new staff positions, including participation in interview and selection process.
  • Co-lead the foundational staff training with the program manager and other senior shift managers.
  • Check in with shift managers on assigned shift and complete skip level meetings with staff as needed.
  • Conduct ongoing appraisal of shift manager performance and conduct annual performance evaluations.
  • Provide guidance, support and advice to shift managers regarding on boarding, coaching, discipline, and skill improvement of their respective team.
  • Be prepared to fill gaps as needed with specific contracts and clients hired by the NSAH.
  • Ensure the work culture and employee behaviors maintain a level of professionalism in accordance with RAINN and NSAH staff handbooks and policies.
  • Elevate all concerns and policy violations about workplace behavior and quality of services to senior management in a timely manner.
  • Use critical thinking skills and RAINN policies to make independent, real-time staff and service decisions.
  • Attend and participate in NSAH program and management meetings to exchange information regarding shift trends, staff policies and procedures.
  • Maintain knowledge of RAINN's policies and protocols and provide ongoing feedback to senior management of NSAH.
  • Maintain knowledge of contractual policies and protocols and provide ongoing feedback regarding ways to meet and exceed standards.
  • Provide feedback to the NSAH senior management team regarding additional training topics or suggested revisions to training.
  • Participate in rotating on-call schedule and act as emergency back-up for on-site support.
  • Demonstrate specialized hotline knowledge and sexual assault service skills.
  • 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:

  • Must have 3+ years of experience working or volunteering with crisis intervention services.
  • Must have full professional fluency (written and spoken) in Spanish and English and ability to pass a proficiency test during the interview process.
  • Bachelor's degree and 1+ years of social service experience, or 5+ years of social service experience.
  • Must have 3+ years of experience managing paid staff (managing employees who work in shifts preferred.
  • Possess the 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.
  • Must be able to demonstrate ease of use with technology.
  • Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
  • Ability to lead, positively influence others to achieve results that are in the best interest of the program/organization.
  • 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.
  • 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 evenings, weekends and/or holidays.
  • Must be comfortable discussing issues surrounding sexual violence.
  • Must be comfortable addressing difficult staffing situations and remediation.
  • Must complete and pass a criminal background check (administered by RAINN).

Preferred Qualifications:

  • Veterans will be given priority.
  • 3+ years management experience working with staff that have varying levels of professional experience.

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.

Available shifts:

  • 3 p.m. to 11 p.m. (Monday - Friday)

Specific weekly schedule to be determined based on operational need.

TO APPLY: Submit resume and cover letter with writing sample to NSAH Program Manager at https://rainn.applicantpro.com/jobs/1374791.html  

Incomplete applications will not be considered.  


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