• 20-Jun-2021 to 19-Aug-2021 (EST)
  • NSAH Salaried
  • Washington, DC, USA
  • Salary
  • Part Time

Paid vacation/sick/holiday; free on-site gym

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

Essential Duties and Responsibilities:

  • Provide oversight, quality assurance of services and manage employees for (respective) NSAH shifts;
  • Train employees on assigned shifts;
  • Manage a team of assigned support specialists. This includes, but is not limited to, training and onboarding of staff, monthly check-ins with staff, provide regular guidance and support to staff on a bi-annual basis;
  • Respond appropriately, and in a timely manner, to employee complaints and questions;
  • Monitor hotline sessions (telephone and online) and provide support and guidance to staff;
  • 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 shift managers and program manager 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 meetings to exchange information regarding shift trends, staff policies and procedures;
  • Work with and advise staffers to help them build skills;
  • Participate in facilitation of in-service meetings as needed;
  • Evaluate helpline staff and advise senior management on suitability and need for promotions, raises, skill development, discipline and other personnel matters.
  • Maintain knowledge of RAINN's policies and protocols and provide ongoing feedback to senior management;
  • Maintain knowledge of contractual policies and protocols and provide ongoing feedback regarding ways to meet and exceed standards;
  • Provide feedback to the senior shift manager and program manager 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;
  • Support the program manager and senior shift managers in ensuring the hotline is adequately staffed at all times;
  • Submit end-of-shift reports;
  • Demonstrate specialized hotline knowledge and sexual assault service skills;
  • Provide assistance to individuals in specialized communities affected by sexual violence;
  • Provide direct support to hotline callers and staffers, utilizing RAINN's direct service and supervision policies as needed;
  • Triage and handle mandatory reports on-shift, or on-call;
  • 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 2+ years experience working or volunteering with crisis intervention services;
  • If applying for schedule that requires Spanish language skills, must have full professional fluency (written and spoken) in Spanish and English and ability to pass a proficiency test during the interview process;
  • Must have 2+ years experience managing paid staff (managing employees who work in shifts is preferred).
  • Demonstrated understanding of the unique challenges of or experience working an overnight shift;
  • 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;
  • 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 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 occasional evenings and/or weekends/holidays;
  • Must be comfortable discussing issues surrounding sexual violence;
  • Must be comfortable addressing difficult staffing situations and remediation; and
  • Must complete and pass a criminal background check (administered by RAINN).

Preferred Qualifications:

  • Previous experience as a former RAINN shift manager;
  • Veterans will be given a priority


This position is based in Washington, DC. Please note that RAINN staff are temporarily working remotely during the COVID-19 pandemic.

To Apply:

Please submit resume, cover letter and salary requirements to NSAH Program Manager at https://rainn.applicantpro.com/jobs/. Incomplete applications will not be considered. Please no phone calls.

When you work at 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.


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