Department: Safe Helpline
Position: Staffer/Assistant Shift Manager
Schedule: Monday, Tuesday 7am-3pm
Reporting to: Safe Helpline Shift Manager
Compensation:
- Staffer $23.19
- ASMs $24.56 (All hours worked as approved)
A $2.50 shift differential will be paid for any scheduled hours worked (on the Safe Helpline) between 7pm and 6:59am. This shift differential is not applicable for time worked that is unscheduled (i.e. completing unscheduled self-paced training, etc).
About RAINN
RAINN is the nation’s largest anti–sexual violence organization. Guided by our three core pillars—Prevention. Justice. Healing.—we work to change minds, change laws, and change lives. Through education, media, and outreach, we advance prevention and inspire action. Through bipartisan policy efforts, we fight for survivor-centered laws and accountability.
Through the National Sexual Assault Hotline (800.656.HOPE and rainn.org), the DoD Safe Helpline, and survivor programs, we provide free, confidential, trauma-informed support to help survivors heal and reclaim their lives. This position supports RAINN’s DoD Safe Helpline, which provides confidential, trauma-informed support to members of the military community affected by sexual assault. RAINN operates the Safe Helpline under contract with the Department of Defense Sexual Assault Prevention and Response Office (SAPRO).
Essential Duties and Responsibilities
Direct Crisis Support & Service Delivery
- 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.
- Provide follow-up support services as needed, ensuring continuity of care.
- Serve as a moderator, facilitator, and reviewer for Safe HelpRoom sessions.
- Assist with gathering necessary information from Safe Helpline users and provide accurate referral services to members of the military community.
- Maintain knowledge of relevant military policies, protocols, and sexual assault prevention initiatives and adhere to them in all interactions.
- Employ knowledge of eligibility requirements for Veteran Affairs to ensure accurate referrals.
Supervision, Coaching & Quality Assurance
- Provide supervisor support, coaching, and quality assurance oversight to employees during assigned hotline shifts.
- Actively provide constructive feedback to staff, supporting their professional growth.
- Collaborate with Shift Managers on guidance and instructions for staff, including performance monitoring.
- Coach staff and new hires using RAINN’s direct service and supervision policies.
- Be available to fill supervision gaps on the hotline when needed.
- Submit end-of-shift reports, including comment card feedback on staff members, peers, and supervisors.
Data Management & Reporting
- Enter non-personally identifying call information into the helpline database.
- Complete session assessments and other data collection tools accurately and on time.
- Perform call-throughs to audit military responder databases on a semi-annual basis.
- Communicate mandatory reports to Safe Helpline management as required.
Training & Professional Development
- Complete new and revised training on best practices, policies, and protocols.
- Attend one monthly in-service training meeting (Sundays 3:00–5:00 pm ET or Tuesdays 3:00–5:00 pm ET / 7:00–9:00 pm ET).
- Maintain and demonstrate specialized Safe Helpline knowledge and sexual assault service skills through ongoing training and education.
Communication & Collaboration
- Maintain open communication with hotline staff through G-chat and within the hotline platform.
- 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.
Shift Expectations & Professional Standards
- Maintain a clean, orderly workspace and ensure shifts are worked in a quiet, private, and professional environment.
- Work a minimum of two (2) federal holidays per year.
- Support other hotline operations and projects as needed to ensure smooth program delivery.
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.
Mandatory Training Commitment:
As a condition of employment, all incoming staff must successfully complete a minimum of 80 hours of comprehensive blended training, designed to ensure competency across both the online and telephone platforms of the Safe Helpline. This training includes but is not limited to:
- 24 hours of self-paced online coursework
- 8 hours of AI self-paced simulation training
- 16 hours of live learning, spread over five instructor-led virtual sessions
- 32 hours of chat observation and online shadowing
The initial phase of training culminates in a mock role-play assessment, which is debriefed with RAINN’s Training Team. Successful completion of this assessment is required before moving into supervised practice.
Following the role play, staff will complete at least two 3-hour clinically supervised sessions on the online hotline, where they will assist users in real time while receiving individualized feedback from a Licensed Training Supervisor.
Safe Helpline operates across both online and telephone modalities, new staff will complete approximately 29 hours of telephone training, including:
- Call shadowing and observation.
- Telephone role-play exercise.
- Two final clinically supervised call sessions.
All training is conducted remotely, and while essential training is generally scheduled during regular shifts, some live or clinical components may require participation outside of your normal hours. Final approval from a Licensed Training Supervisor is required before independently taking online chats or telephone calls.
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 a related field will receive priority consideration. Equivalent work experience may also fulfill the requirement. Crisis hotline intervention or related experience required.
- A minimum 2 years’ experience of crisis hotline/intervention.
- Minimum of 2 years’ experience serving in a lead or co-lead supervisory role responsible for providing feedback and delegating
- tasks to a team.
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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.
Proficiency in Google Workspace applications (Gmail, Calendar, Drive, Docs, Sheets, Slides, Forms) with demonstrated ability to effectively utilize these tools for communication, collaboration, organization, and data management.
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’s 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.
Only complete applications will be considered. Please, no phone calls.
RAINN offers competitive compensation and part-time benefits that include employee assistance, paid vacation, sick leave, paid holidays, and free access to the building fitness center. RAINN is based in Washington, D.C.
Remote Work Requirements
RAINN employees are required to have a home office setup with a dependable high-speed internet connection. This must be sufficient to support all job-related tasks, including accessing systems, communicating with teams, and providing uninterrupted hotline services or administrative support.
When you work at 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, sex, age, individual identity, genetic information, disability or protected veteran status. RAINN 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.
Required
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2 year(s): Minimum of 2 years’ experience serving in a lead or co-lead supervisory role responsible for providing feedback and delegating tasks to a team.
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2 year(s): A minimum 2 years’ experience of crisis hotline/intervention.
Preferred
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Bachelors or better in Psychology or related field
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Bachelors or better in Social Work or related field
Required
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Team Player: Works well as a member of a group
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Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Preferred
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Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
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Goal Completion: Inspired to perform well by the completion of tasks
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
