• 19-Oct-2018 to 18-Mar-2019 (EST)
  • Victim Services
  • Washington, DC, USA
  • Contingent Upon Experience
  • Salary
  • 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 NSAH program director will be responsible for ensuring high quality services are provided to all users of the National Sexual Assault Hotline (online and telephone) and client hotlines, develop strategy to ensure continued growth of hotlines, and oversee the day-to-day operations of all hotline services.


Essential Duties and Responsibilities:

  • Own end to end programmatic operation and outcomes for the National Sexual Assault Hotline, including but not limited to: annual work planning efforts; 24/7 operation of all services (phone, chat, peer chat support, client call center services); recruitment, hiring, and training efforts; maintaining RAINN's affiliate network; and evaluating performance of staff and program effectiveness.
  • Drive continuous improvement and ensure that the program delivers services consistent with best practices in the fields of crisis intervention and sexual violence response.
  • Lead the program in strategic and operational planning efforts, notably by supporting the VP of victim services to identify and develop strategic goals, objectives and outcomes on an annual basis; assisting the NSAH management team to translate strategic goals into operational work plans; and preparing progress reports related to those goals.
  • Supervise data collection efforts and reporting on all hotline services, and lead conversations across the research and technology departments (and external partners where relevant) in order to identify areas of improvement related to training and workforce management.
  • Supervise NSAH program management staff
  • Establish, monitor and enforce all hotline policies, procedures, standards, protocols and guidelines, including hotline playbooks for diverse contingency needs.
  • Ensure that all dashboard resources and referral databases meet the current and evolving needs of NSAH visitors.
  • Oversee the management of client relationships and remediation of client concerns regarding hotline staff performance.
  • Advise on training efforts, including training revisions and development of new training modules. Serve as the lead NSAH training facilitator, as needed.
  • Advise technology team on technology feature developments, which includes collaborating to address bugs and other service problems and ensure that softphone, Filemaker, Online Hotline and other technology platforms provide trauma-informed, user-centered design for staff and visitors.
  • Support the VP of victim services to develop and implement a hotline forecasting model to better predict visitor frequency and staff appropriately.
  • Oversee affiliate relationships, including affiliate screening, onboarding, retention efforts and communications and mediation of complaints.
  • Lead programmatic reporting for government grants and assist with grant applications and, proposal development.
  • All other duties as assigned.

Position Specification/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:

  • Minimum 5 years of crisis service experience.
  • Minimum 5 years of experience managing staff (preferably 24/7 employees).
  • Proven track record of success in building, implementing and managing a complex team of service professionals through change management and/or growth strategies.
  • Extensive experience solving management problems creatively across a wide range of situations.
  • Bachelor's degree in social work/human service, or work experience equivalent.
  • Knowledge of sexual assault services best practices.
  • Proven ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
  • Must have a strong customer service focus and ability to work well across departments and within a team managing towards targeted deadlines.
  • Possesses the 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.
  • Exercises good judgment when faced with complex decisions.
  • Possesses a positive and energetic attitude, and prioritizes a positive and productive working environment.
  • Willingness to work a non-traditional schedule, which will include occasional evenings and/or weekends/holidays.
  • Must pass a criminal background check (administered by RAINN).

Desired Qualifications:

  • Master's degree in related field.
  • Fluent in Spanish (and able to pass a proficiency test)
  • Veterans will be given priority.
  • Experience using online learning platforms.
  • Survivors of sexual violence are encouraged to apply

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 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.


TO APPLY:  Submit resume and cover letter with writing sample to the attention of VP, Victim Services at https://rainn.applicantpro.com/jobs/   Incomplete applications will not be considered.  Please no phone calls.




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