• 22-Jul-2022 to 21-Aug-2022 (EST)
  • Volunteer Salaried
  • Washington, DC, USA
  • Salary
  • Full Time

Health/Dental/Vision; 403b(7); paid sick and vacation time; holidays; NO Cost Virtual Telemedicine and mental health coverage for employee and up to seven family members through First Stop Health -- effective first day of employment.

RAINN operates the National Sexual Assault Hotline (NSAH), a 24/7 confidential and anonymous crisis support hotline for survivors of sexual violence and their loved ones. The NSAH is available in English and Spanish via telephone or online chat, and is staffed by volunteers and paid hotline staff.

To support the onboarding and skill development of volunteers, the NSAH volunteer coaching shift manager will work with the training and volunteer management teams to facilitate an intensive onboarding coaching period and continued skill development for all new NSAH volunteers. The coaching period begins when a new volunteer starts training and ends after roughly 4 months. Volunteers seeking additional support later in their service may return to the coaching program for skill development as well. The Volunteer coaching shift manager will act as the main point of contact for their assigned new staff and liaise with the training team as well as the volunteer management team. The volunteer coaching shift manager's main goals are to help new volunteers successfully onboard on to the hotline, ensure adequate hotline skill development, and help them navigate critical tools and resources to support survivors of sexual violence on the NSAH. The NSAH coaching shift managers help staff and volunteers develop the skills and confidence they need to be successful on the hotline.

Essential Responsibilities:

    • Contribute to Building and Updating Coaching Methodology
      • NSAH readiness evaluation criteria for trainees;
      • Customized onboarding and training materials; and
      • Standardized onboarding, training, and coaching workflow and progress tracking system.
      • Collaborate with the NSAH coaching senior shift manager, other NSAH management staff, the training team, volunteer team, and the clinical team to design, evaluate, implement, and maintain the following materials through the lens of volunteer needs:

  • Serve as point of contact and onboard new volunteers during their coaching period.

      • Conduct bi-weekly check-ins with volunteers,
      • Organize, present, and review all materials volunteers need to be fully onboarded to the NSAH,
      • With the Volunteer Onboarding Coordinator, set up training for new volunteers as needed,
      • Provide support on-shift to all new staff and volunteers,
      • Coach volunteers in the following areas,
        • Trauma-informed support
        • Survivor-centered support
        • Non-judgmental support
        • Self-care
        • Job and shift readiness
      • Complete onboarding checklist for each new volunteer,
      • Complete recommendation/evaluation forms for each new volunteer at the end of evaluation period (90-days for staff, 120 days for volunteers);
      • Be available to host debrief sessions with new staff and volunteers, other NSAH SM coaches, and volunteer management team;
      • Provide regular updates to other shift managers and the volunteer recruitment coordinator about new staff/volunteer's progress; and
      • Support new staff onboarding as needed.

  • Contribute to NSAH Management Team Goals

    • 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;
    • Attend and participate in NSAH program meetings to exchange information regarding shift trends, staff, policies and procedures;
    • Participate in facilitation of in-service meetings as needed;
    • 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; and
    • Participate in rotating on-call schedules and act as emergency back-up for on-site support.

  • Support Direct Service Delivery on the NSAH

    • Provide direct support to hotline visitors, and staff and volunteers utilizing RAINN's direct service and supervision policies as needed;
    • Supervise and monitor hotline sessions (telephone and online) and provide support and guidance to staff when needed;
    • Submit end-of-shift reports when needed; and
    • Triage and handle mandatory reports on-shift or on-call.
  • All other duties as assigned.

Position Requirements:

  • Bachelor's degree or equivalent work experience;
  • Fluent in written and oral Spanish and English and able to pass a proficiency test given during the interview process.
  • Experience working with Spanish-speaking communities.
  • 2+ years experience in the field of social services, or crisis hotline/intervention experience;
  • Must have experience managing paid staff (managing employees who work in shifts is preferred);
  • Professional written and oral proficiency in Spanish and an ability to pass a proficiency test during the interview process, required.
  • Demonstrated experience and/or passion for coaching and mentoring others;
  • Experience with project management tools;
  • Experience developing program structures and evaluation criteria;
  • Former or active part-time or full-time RAINN hotline staff for at least twelve months, preferred;
  • High level of organization and attention to detail;
  • Must feel comfortable providing constructive feedback to a diverse group of individuals
  • Resiliently positive and energetic attitude, with the ability to successfully work on a team and independently.
  • Ability to effectively communicate information and respond to questions in person-to-person and small group situations with volunteers and fellow RAINN employees.
  • Ability to exercise good judgment when faced with complex decisions;;
  • Must demonstrate examples of empathetic responses, effective communication, and successful skills exchange;
  • Must demonstrate superior writing skills;
  • Must be 18 years of age or older; and
  • Experience training staff is a plus.
  • RAINN is currently remote due to Covid-19 however must be able to work on-site at RAINN's office and attend meetings as required (When in-office returns post-COVID).
  • Must successfully complete a criminal background check (administered by RAINN).
  • Upon hire, must provide proof of vaccine (Covid-19).

Preferred Qualifications:

  • Veterans will be given priority.

Environmental Conditions

This position is based in Washington, DC. Please note that RAINN employees are currently working remotely during the COVID-19 pandemic. Must be able to work onsite when in-office returns post-COVID.

In order to comply with new requirements for federal contractors, 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.

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, 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.


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 and cover letter to the NSAH Volunteer Team at https://rainn.applicantpro.com/jobs/ Incomplete applications will not be accepted. Please no phone calls.

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