• 15-Dec-2022 to 31-Jan-2023 (EST)
  • NSAH Salaried
  • Washington, DC, USA
  • Salary
  • Full Time

Health/Dental/Vision; 403b(7); paid sick and vacation time; onsite gym free of charge. Supplemental NO Cost Telemedicine and Mental Health coverage through First Stop Health.

Department: Victim Services

Position: NSAH Coaching Shift Manager

  • Sunset Shift (7pm-3am) Tuesday - Saturday

Reporting to: NSAH Coaching Senior Shift Manager

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 staff and volunteers, the NSAH coaching shift managers will manage an intensive onboarding coaching period for all new NSAH staff, volunteers, and other positions as needed. This coaching period begins when a new staff person starts training and ends after 90 days on the hotline (for volunteers this threshold will be 100 hours or 90 days, whichever is reached first). Coaching shift managers will act as the main point of contact for their assigned new staff and liaise with the volunteer management team for volunteers until they complete their coaching period. The coaching manager's main goals are to help the new staff and volunteers successfully onboard on to the hotline for their specific shift, 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 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
      • Collaborate with the NSAH coaching senior shift manager, other NSAH management staff, the training team, and the clinical team to design, evaluate, implement, and maintain:
        • NSAH readiness evaluation criteria for trainees;
        • Customized onboarding and training materials; and
        • Standardized onboarding, training, and coaching period workflow and progress tracking system.

  • Supervise and onboard new staff and volunteers during their coaching period.

      • Set up training and onboarding shifts that reflect the new staff and volunteers's NSAH schedule and hours;
      • Conduct bi-weekly check-ins with staff and as needed with volunteers
      • Provide support on-shift to all new staff and volunteers,
      • Coaching new staff and volunteers in the following areas,
        • Trauma-informed support
        • Survivor-centered support
        • Non-judgemental support
        • Self-care
        • Job and shift readiness
      • Complete onboarding workflow and checklist for each new staff and volunteer,
      • Complete recommendation/feedback forms for each new staff/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 NSAH management team; and
      • Provide regular updates to other shift managers and the volunteer recruitment coordinator about new staff/volunteer's progress.

  • 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;
  • 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, preferred.
  • 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 pass a criminal background check (administered by RAINN).
  • Upon hire, must provide proof of vaccination (COVID-19).
  • Must be 18 years of age or older; and
  • Experience training staff is a plus.

Preferred Qualifications:

  • Veterans will be given priority.

To Apply:

Submit resume and cover letter to the Hiring Manager at https://rainn.applicantpro.com/jobs/

Incomplete applications will not be accepted. Please no phone calls.

In order to comply with new requirements for federal contractors, RAINN requires all employees to be vaccinated as a condition of employment unless they have a medical or religious exemption. If offered the position, you will be required to provide evidence that you are fully vaccinated.

RAINN offers competitive compensation and a generous benefits package that includes medical, dental, vision, life insurance, employee assistance, 403(b) retirement savings, paid vacation, sick leave, paid holidays including a bonus week, and free access to the building fitness center. RAINN is based in Washington, D.C.

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 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.

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