• 01-Aug-2022 to 21-Aug-2022 (EST)
  • NSAH Salaried
  • Washington, DC, USA
  • Salary
  • Full Time

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

This position operates 3PM-11PM Tuesday-Saturday

Essential Duties and Responsibilities:

Direct Service Quality Assurance

  • Provide oversight of services for evening NSAH shifts.

  • Monitor hotline sessions (telephone and online) and provide support and guidance to staff.

  • Work with and advise staffers to help them build skills.

  • Participate in rotating on-call schedule and act as emergency back-up for hotline service delivery.

  • Submit end-of-shift reports.

  • Demonstrate specialized hotline knowledge and sexual assault service skills.

  • Provide direct support to hotline callers and staffer utilizing RAINN's direct service and supervision policies as needed.

  • Triage and handle mandatory reports on-shift or on-call.

Manage Support Specialist Team

  • Conduct monthly check-ins with employees.

  • Provide training support to employees on assigned shift.

  • Provide regular guidance and support to staff as needed.

  • Evaluate performance of staff on an annual basis.

  • Maintain attendance, holiday, and training status trackers for staff.

Support Overall NSAH Operations

  • Respond appropriately, and in a timely manner, to employee complaints and questions

  • 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; provide ongoing feedback to senior management.

  • Participate in facilitation of in-service meetings as needed.

  • Provide feedback to the senior shift manager and program manager regarding additional training topics or suggested revisions to training.

Required Qualifications:

  • Must have 2+ years 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

  • Must have 2+ years experience managing paid staff (managing employees who work in shifts is preferred)

  • 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 interpret a variety of instructions - written and oral

  • Ability to exercise good judgment when faced with complex decisions

  • Willingness to work a non-traditional schedule, which will include occasional evenings and/or holidays

  • Must be comfortable discussing issues surrounding sexual violence

  • Must be comfortable addressing difficult staffing situations and remediation

Preferred Qualifications:

  • Veterans will be given priority

Physical Activities:

  • 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

In order to comply with new requirements for federal contractors, if you are selected for this position, you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. New employees must either provide proof of vaccination or be granted a medical or religious exemption.


RAINN (Rape, Abuse & Incest National Network) is the nation's largest anti-sexual violence organization. RAINN created and operates the National Sexual Assault Hotline in partnership with more than 1,000 local sexual assault service providers across the county and operates the DoD Safe Helpline for the Department of Defense. In addition, RAINN carries our programs to prevent sexual violence, help survivors, and ensure that perpetrators are brought to justice.

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