Safe Helpline Program Manager

Department: Safe Helpline

Position: Safe Helpline Program Manager

Reporting To: Safe Helpline Program Director

Salary:  $70,000k-80,000k

As a key member of RAINN's Victim Services management team, the Safe Helpline (SHL) program manager will be responsible for ensuring the proper provision of services to users of the Safe Helpline. SHL is the Department of Defense's (DoD) sole hotline for members of the DoD community affected by sexual assault. SHL is a completely anonymous, confidential, 24/7, specialized service -- providing help and information anytime, anywhere. A SHL user can access one-on-one support, peer-to-peer support, information, resources and self-care exercises 24/7 to aid in their recovery. Since 2011, SHL has provided support and resources to thousands of members of the DoD community.

The program manager will provide virtual and on-site, direct supervision to a 24/7 management team who in turn, support staff to deliver helpline services. A successful candidate will exhibit great initiative and creative problem-solving skills. The program manager is a fast-paced role that would appeal to someone who thrives in a team atmosphere and finds joy in building protocols and policies to ensure that staff has the guidance and support they need to provide excellent service. As a key player on SHL's management team, the program manager should be a champion for non-judgmental and trauma-informed service to survivors and embrace the diverse experiences and communities of all helpline visitors and staff.

This is a full-time position, exempt from the overtime provisions of the Fair Labor Standards Act.

Essential Duties and Responsibilities:

Operational Management:

•  Contribute to and implement annual operational and staffing goals and objectives for the SHL which reflects the mission of the organization;
•  Manage the development, modification, and enhancement of policies, protocols, processes, and controls to systematize the provision of SHL services;
•  In collaboration with the program director, assess and make recommendations to improve hotline operations and staffing strategies, policies, protocols, and manuals based on the evaluation of qualitative and quantitative data.
•  Lead qualitative assessments in order to strengthen staff structures and performance.
•  Lead implementation and communication plans of new and current SHL policies and protocols, ensuring their effectiveness.
•  Establish an ongoing communication practice to build staff knowledge and confidence in program development and strategies.
•  Ensure daily operational effectiveness of the SHL:
•  Supervise a 24-hour/7 days a week staffing schedule, including but not limited to, continuous monitoring/oversight to ensure appropriate staff levels are maintained daily;
•  Manage on-call schedule and serve as back-up as needed to ensure Safe Helpline staff have after-hours support 24/7;
•  Manage payroll processes and monthly report requests as necessary.
•  Manage the planning and execution of staff hiring processes (as performed by shift managers), including oversight of candidate selection.
•  Coordinate the process of notifying DoD about mandatory reports and PREA reports.

Directly supervise SHL's shift manager team:

•  Hire and on-board shift managers.
•  Provide guidance, support and advice to shift managers on staff issues, including suitability, skills development, discipline, and other personnel matters.
•  Conduct bi-weekly, in-person check-ins and ongoing appraisal of employee performance, including annual performance evaluations.
•  Ensure that regular helpline supervisor and management tasks are performed, including:
•  Submission of end-of-shift reports
•  Tracking staff attendance and timeliness
•  Documentation and delivery of staff discipline
•  Support shift managers to identify areas of opportunity for staffer improvement to ensure effective service delivery.
•  Co-facilitate monthly shift manager meetings to exchange information and take action on shift trends, staff needs, operational policies and procedures.
•  Guide shift managers in the design of monthly in-service content, and coordinate the facilitation of the meetings.

Support safety and wellness of SHL staff:

•  Respond appropriately, and in a timely manner to employee complaints and questions.
•  Partner with the director of Human Resources to manage conflict resolution among SHL management and staff according to established protocols.
•  Partner with the Victim Services team to build and maintain program wellness efforts.

Address ongoing staff training needs:

•  Act as the point of contact for new SHL staff trainees.
•  Recommend and create monthly training to develop staff skills and abilities.
•  Act as subject matter expert for the Training Team in the creation or revision of training material.
•  Provide feedback to the Safe Helpline leadership and the director of the Training Team regarding additional training topics or suggested revisions to training.

Additional Duties:

•  Lead efforts to ensure that resources provided to users are accurate through semi-annual call-throughs to military responders.
•  Attend staff meetings as scheduled/requested.
•  Manage monthly reports on staffing levels and recommend any changes to better meet visitor demand.
•  Demonstrate specialized SHL knowledge and sexual assault service skills.
•  Maintain knowledge of RAINN's policies and protocols, ensure compliance and provide ongoing feedback to the SHL program director and the Human Resources director.
•  Maintain knowledge of DoD Sexual Assault Prevention and Response Office (SAPRO) and other military policies and protocols and provide ongoing feedback regarding ways to meet and exceed DoD standards.
•  Manage hourly hotline staff to ensure programmatic operational policies and procedures are adhered to that are in compliance with the terms and conditions outlined in the Collective Bargaining Agreement. Thereby, fostering a collaborative and supportive work environment.
•  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:

•  MSW or Bachelor's Degree in human services, communications, marketing or related field, or equivalent work experience in a social service field. A minimum of 5 years’ experience. 
•  3+ years managing a group of paid staff (employees who work in shifts within a social services field) is preferred.
•  Extensive knowledge of military policies and protocols; in-depth understanding of the types of services provided by Safe Helpline and evaluation efforts and approach.
•  Experience developing program goals, policies and protocols.
•  Must possess excellent English-language communication skills (oral and written). Possess 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 employees within the organization.
•  Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
•  Ability to demonstrate effective time management and organizational skills.
•  Ability to foster teamwork, work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance a program's effectiveness.
•  Ability to lead, positively influence others to achieve results that are in the best interest of the program/organization.
•  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 around sexual violence.
•  Must successfully pass a criminal background check administered by RAINN.
•  Must complete and pass Tier 3 background investigation (administered by the Government). 
•  Must obtain DoD Common Access Card (CAC). 
•  Specialized Service Delivery: Showcase expertise in specialized Safe Helpline knowledge and sexual assault service skills, including successful completion of essential training in crisis intervention and Safe Helpline protocols.

Desired Qualifications:

•  Previous experience as an SHL Shift Manager
•  Veterans: those with Department of Veterans Affairs or VA MST Coordinator experience will be given priority.
•  Crisis hotline/intervention experience.
•  Master's degree in social work, psychology or related field.
•  Experience with military populations.

RAINN headquarters are based in Washington, DC. This position may be based regionally for someone whose residence is within the continental USA. Although this may be a remote role, it may require some periodic business travel to our DC offices for onsite meetings and training sessions.

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

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, 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.

 EOE/M/F/D/V

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.