• 09-Aug-2017 to 08-Oct-2017 (EST)
  • Victim Services
  • Washington, DC, USA
  • Full Time

Medical; dental, vision; life insurance and LTD; paid vacation, sick time and holidays; onsite gym free of charge

As a key member of RAINN's victim services management team, the NSAH program manager will be responsible for ensuring high-quality services to users of the National Sexual Assault Hotline (online and telephone) by staff and volunteers. The NSAH program manager will oversee the day-to-day operations of the NSAH and reports to the NSAH program director. 

Essential Duties and Responsibilities:

Manage Hotline Hiring Staffing

  • Directly supervise and evaluate shift managers and volunteer program coordinator.
  • Manage staffing and scheduling for 24/7 hotline service, including continuous monitoring and oversight. 
  • Manage implementation of initial and ongoing training for hotline staff. 
  • Oversee user feedback of staff and conduct periodic evaluations. 
  • Host monthly inservice training.
  • Investigate and respond to complaints.
  • Manage payroll and other administrative program needs.
  • Manage on-call schedule and participate in the rotation to ensure NSAH staff have support 24/7.

Manage Volunteer Program

  • Develop and implement plan to expand volunteer program.
    • Recruit prospective volunteers.
    • Manage interviewing and screening of prospective vols.
    • Promote volunteer program and gain community support.
    • Expand program to additional cities. 
  • Manage new and existing volunteers.
  • Manage volunteer evaluation and skills improvement programs.
  • Ensure volunteers meet monthly commitment. 
  • Oversee initial and ongoing training of volunteers.
  • Manage relationship with volunteer liaison. 
  • Develop volunteer recognition activities.
  • Host monthly inservice training.
  • Manage monthly reports. 


  • Develop and implement goals and objectives for the NSAH hotline that reflect the mission of the organization. 
  • Provide ongoing coaching to staff and volunteers are prepared to meet the unique needs of hotline users, consistent with RAINN's strength-based, survivor-centered, empowered-based approach.
  • Manage creation of monthly email newsletter.
  • 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:

  • Bachelor's degree;
  • 3+ years managing large group of paid staff and volunteers (experience managing 24/7 staff is preferred);
  • Must be both literate and fluent in Spanish and English and able to pass a proficiency test given during the interview process;
  • Experience developing program goals and policies;
  • 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 familiar with instant messaging;
  • 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 complete and pass a criminal background check (administered by RAINN);

Desired Qualifications:

  • Crisis hotline/ intervention experience;
  • 3+ Years experience in the field of social services;
  • 3+ Years management experience working with staff who have varying levels
  • Experience with relationship building and fostering collaboration among diverse workforce.

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 the 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. 

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 of the essential functions, responsibilities and/or requirements. 

To apply:

Submit resume, cover letter with salary requirements to the attention of NSAH, Program Director at https://rainn.applicantpro.com/jobs/  Incomplete applications will not be considered.  


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