As a member of RAINN's Victim Services team, the NSAH support specialist will be responsible for providing high quality services to users of the National Sexual Assault Hotline and to users of university and other third-party hotlines that RAINN operates under contract.
Essential Duties and Responsibilities: Utilize crisis intervention best practices including safety planning, brainstorming, and listening skills to provide compassionate support to hotline users. Complete regular training on serving NSAH users and users of hotlines RAINN operates for clients, staying up to date on the specific needs of each client. Answer inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines. Maintain knowledge regarding the specific needs of users of client hotlines, including, but not limited to, college populations, law enforcement, nurses and civilians. Support NSAH users and provide accurate referral services. Support fellow NSAH hotline staff and provide quality assurance of service delivery as needed. Monitor NSAH sessions and provide support and guidance to staff as needed. Maintain knowledge and adhere to RAINN's and NSAH's policies and protocols as well as those of client contracts. Assist with semi-annual call-throughs to audit resource database. Assist with NSAH specific data collection by completing session assessments during each shift. Collect and enter client-specific data for all contract contacts. Work a minimum of two (2) holidays per year. Work a minimum of eight (8) shifts per month. Attend monthly manditory all-staff meetings. Attend and participate in additional training for all NSAH staff. All other duties as assigned.
A Note About Clients
In addition to providing services to users of the National Sexual Assault Hotline (NSAH), RAINN provides crisis intervention and sexual assault victim support services for a number of third parties. The support specialist will provide these services for clients including educational institutions asuch as colleges and boarding schools; allied organizations such as 1in6; and sexual assault service providers and rape crisis centers. They will also provide specialized services for government agencies such as Peace Corps. Each client requires specialized initial training and continuing education. Support specialists will be required to successfully complete all such training and maintain expertise in the individual needs of each client.
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: Must be both literate and fluent in Spanish and English and able to pass a proficiency test given during the interview process. Must have minimum one year experience working in human resources, social services or customer service. Complete initial 60 hours of sexual assault training. Must complete initial 20 hours of client specific training and a minimum of 6 hours of continuing education on contracts yearly. Possess the 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. 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, both written and oral. Ability to exercise good judgment when faced with complex decisions. Resiliently positive and energentic 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 comfortable discussing issues surrounding sexual violence. Must complete and pass a criminal background check (administered by RAINN).
Desired Qualifications: Veterans will be given priority. At least 1 year crisis hotline/intervention experience (volunteer or paid position). Experience using online learning platform. Survivors of sexual violence are encouraged to apply.
There are no harmful environmental conditions that are present for this position. The noise level in the work environment is usually moderate.
Available shifts: 7a-1p Mon, Tue, Thur 7a-1p Mon, Wed, Thur 7a-1p Wed, Fri, Sun 1p-6p Fri, Sat, Sun 6p-11p Mon, Wed, Fri 11p-7a Thur, Sat, Sun 9p-3a Mon, Wed, Sun 9p-3a Mon, Wed, Fri
This position is based out of our Washington, DC office.
Associated topics: assistance, client, help desk, information technology, information technology support, service, support analyst, technician, technician i, technician iii