DoD Safe Helpline Assistant Shift Manager/Staffer

Department: Safe Helpline 

Position:  Safe Helpline Assistant Shift Manager/Staffer 

Schedule: Tuesday - Saturday 11am -7pm EST

Reporting To:  Safe Helpline Shift Manager 

Compensation:

•  Staffer (All hours worked as a staffer): $22.51/hr
•  Assistant Shift Manager (All hours worked as approved assistant shift manager): $23.84/hr
•  Shift Differential: Hourly hotline employees receive an additional $2.50/hour for any scheduled hours worked between 7pm to 6:59am.

The Rape, Abuse and Incest National Network is the nation's largest anti-sexual assault organization. RAINN operates the National Sexual Assault Hotline at 1-800-656-HOPE and the Online Hotline at rainn.org and publicizes the hotlines' free, confidential services; educates the public about sexual assault; and leads national efforts to prevent sexual assault, improve serves to survivors and ensure that rapists are brought to justice. This position is to work on the DoD Safe Helpline, which provides support services to members of the military community affected by sexual assault. RAINN operates the Safe Helpline under contract from DoD's Sexual Assault Prevention Response Office (SAPRO).

Essential Duties and Responsibilities

•   Answer crisis calls routed through the telephone helpline (Safe Helpline).
•   Take chats routed through the online helpline (Safe Helpline).
•   Take chats routed through the Online Hotline (NSAH Online Hotline).
•   Provide referrals through Safe Helpline Texting service.
•   Provides supervisor support, coaching and quality assurance oversight to VSPs (staff).
•   Provide follow-up support services. 
•   Moderate Safe HelpRoom sessions. 
•   File mandatory reports.
•   Utilize crisis intervention best practices, including safety planning, brainstorming, and listening skills, to provide compassionate support to hotline users (online and phone hotlines).
•   Provide direct services to helpline users. 
•   Gather necessary information from Safe Helpline users and provide accurate referral services to the DoD community.
•   Maintain knowledge of DoD SAPRO and other military policies and protocols and adhere to the same.
•   Employ knowledge on eligibility requirements for Veteran Affairs.
•   Demonstrate specialized Safe Helpline knowledge and sexual assault service skills.
•   Enter non-personally identifying call information into the helpline database.
•   Complete session assessments and other data collection tools.
•   Perform call-throughs to audit military responder database.
•   Complete new and revised training on best practices, policies and protocols.
•   Maintain knowledge of and adhere to RAINN's policies and protocols.
•   Perform responsibilities relating to follow-up care as assigned.
•   Work a minimum of two (2) federal holidays per year.
•   Attend monthly in-service staff meetings.
•   Maintains a clean and orderly workspace.
•   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.
•   Carry out any additional tasks and responsibilities relevant to the work being completed, 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 and/or work experience equivalent; crisis hotline intervention or related experience. A minimum 2  years’ experience of crisis hotline/intervention. 
•   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 and pass Tier 1 background investigation (administered by the Government). 
•   Must complete and pass 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.
•   Experience with military populations

Shifts are based on the operational need and may be subject to change.

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, 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 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.