Answer crisis calls routed through the Safe Helpline telephone service
Take online chats and calls through the online helpline and provide referrals through the Safe Helpline texting service
Utilize crisis intervention best practices including safety planning, brainstorming, and active listening to provide compassionate, trauma-informed support to hotline users
Maintain knowledge of relevant military policies, protocols, and sexual assault prevention initiatives and adhere to them in all interactions
Provide supervisor support, coaching, and quality assurance oversight to employees during assigned hotline shifts
Complete new and revised training on best practices, policies, and protocols
Collaborate with team members to ensure consistent, high-quality service delivery
Maintain knowledge of and adhere to RAINN’s policies and protocols at all times

Bachelor’s degree in social work, psychology, or a related field and/or equivalent experience
A minimum 2 years’ experience of crisis hotline/intervention or related experience
Minimum of 2 years’ experience serving in a lead or co-lead supervisory role responsible for providing feedback and delegating tasks to a team
Must possess excellent English-language communication skills (oral and written)
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 solve problems and deal with a wide range of situations
Must complete and pass Tier 1 background investigation (administered by the Government)
Must complete and pass a criminal background check administered by RAINN

Staffer/Assistant Shift Manager

Key skills