• 07-May-2018 to 06-Jul-2018 (EST)
  • Victim Services
  • Washington, DC, USA
  • Hourly
  • Full Time

Health/Dental/Vision;Life/LTD/AD&D; 403b(7); paid sick and vacation time; onsite gym free of charge.

As a key member of RAINN's Victim Services management team, the Safe Helpline Shift Manager will be responsible for ensuring the proper provision of services to users of the Safe Helpline. The Shift Manager will provide on-site, direct supervision of staff providing services through the helpline. The Shift Manager is a full-time position, not exempt from the overtime provisions of the Fair Labor Standards Act.

Essential Duties and Responsibilities:

  • Supervise employees on assigned shift.
  • Train employees on assigned shift.
  • Appraise employee performance and production.
  • Respond appropriately to employee complaints and questions.
  • Monitor helpline sessions and provide support and guidance to staff.
  • Attend and participate in Shift Manager meetings to exchange information regarding shift trends, staff, policies and procedures.
  • Lead efforts to ensure that resources provided to users are accurate through semi-annual call-throughs to military responders.
  • Identifying areas of opportunity for staffer improvement. Work with and advise staffers to help them build skills and improve feedback scores.
  • Evaluate helpline staff and advise Safe Helpline Manager on suitability and need for promotions, raises, skills development, discipline and other personnel matters.
  • Play and important part in the hiring of new staffer and Assistant Shift Manager positions, including participation in interview and selection process.
  • Maintain knowledge of RAINN's policies and protocols and provide ongoing feedback to the Safe Helpline Program Director.
  • Maintain knowledge of DoD SAPRO and other military policies and protocols and provide ongoing feedback regarding ways to meet and exceed DoD standards.
  • Provide feedback to the Safe Helpline Program Director and training department regarding additional training topics or suggested revisions to training.
  • Complete session assessments.
  • Participate in rotating on-call schedule.
  • Set and adjust employee schedules during their shift as necessary.
  • Be available to fill in for other Shift Managers when needed.
  • Submit end-of-shift reports.
  • Serve as a moderator and reviewer on the Safe HelpRoom.
  • Conduct Follow Up Support.
  • Demonstrate specialized Safe Helpline knowledge and sexual assault service skills.
  • Provide assistance to individuals in the DoD community affected by sexual violence.
  • Gather necessary information from Safe Helpline users and provide appropriate referrals.
  • Work with Safe Helpline users to determine needs and provide follow-up support to ensure users connect with recommended resources.
  • 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 in social work, psychology or related field.
  • Must possess excellent English-language communication skills (oral and written).  Possess ability to effectively communicate information and respond to questions in person-to-person and small group situations with visitors, general public and other employees within the organization.
  • Must be familiar with instant messaging.
  • Must have basic computer and database proficiency.
  • Must type a minimum of 35 wpm with accuracy.
  • 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.
  • Resiliently 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 evenings and/or weekends/holidays.
  • Must be 18 years of age or older.
  • Must be able to work on-site at RAINN's office and to attend meetings there as required.
  • Must be comfortable discussing issues surrounding sexual violence.
  • Must complete a criminal background check (administered by RAINN).

Desired Qualifications:

  • Veterans: those with Dept. of Veterans Affairs or VA MST Coordinator experience will be given priority.
  • Crisis hotline/intervention experience.
  • Masters degree in social work, psychology or related field.
  • Experience with military populations.

 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 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.

Shift - 3 p.m. to 11 p.m.

TO APPLY:  SUBMIT RESUME, COVER LETTER AND THREE REFERENCES TO Prgram Director, Safe Helpline at https://rainn.applicantpro.com/internaljobs/    Incomplete applications will not be accepted. 


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