NSAH Shift Manager (Tuesday-Saturday, 7am-3pm ET) bei RAINN

Department: Victim Services

Position: NSAH Shift Manager

Reporting To: NSAH Senior Shift Manager

As a key member of RAINN' s Victim Services management team, the NSAH Shift Manager will be responsible for ensuring high-quality services to users of the National Sexual Assault Hotline (online and telephone) and will support the day-to-day operations of the NSAH program by providing direct services, coaching, and supporting the professional development of hotline staff.

Essential Duties and Responsibilities 

Staff Supervision and Management

• Provide supervision, quality assurance of services, ongoing performance feedback, and manage employees for NSAH shifts.

• Manage the day-to-day operations of the shift to ensure that all services delivered on the National Sexual Assault Online Hotline (NSAH) meet RAINN’s standards of care.

  • This includes monitoring staff performance, ensuring adherence to protocols, providing real-time guidance, de-escalating situations as they may arise, and maintaining a trauma-informed and survivor-centered approach at all times.

• Manage a team of assigned support specialists.

  • Lead, support, and mentor a team of NSAH support specialists by fostering a collaborative and accountable work environment. This includes providing regular supervision, addressing performance and conduct issues promptly, and cultivating a supportive culture that prioritizes the well-being of both staff and the survivors they serve.

• Train employees on assigned shifts.

  • Deliver ongoing training and coaching to ensure that support specialists are fully equipped to provide high-quality crisis intervention and emotional support. Reinforce hotline procedures, updates to protocols, and skill-building in areas such as active listening, de-escalation, and confidentiality compliance.

• Check in with staff monthly as assigned.

  • Conduct monthly one-on-one check-ins with assigned staff to review performance, address concerns, provide constructive feedback, and support professional growth. Document meetings appropriately and through appropriate channels, then elevate any significant trends or needs to program leadership.

• Respond appropriately, and in a timely manner, to employee complaints and questions.

  • Act as the first point of contact for staff inquiries and concerns during assigned shifts, providing clear and compassionate guidance. Escalate issues as needed while maintaining confidentiality and adhering to organizational policies and procedures.

• Evaluate helpline staff and advise senior management on suitability and need for promotions, raises, skills development, discipline, and other personnel matters.

  • Conduct regular performance evaluations and provide thoughtful recommendations to senior leadership regarding staff development, advancement opportunities, and corrective actions. Partner closely with the People Team and program leadership to ensure consistency, fairness, and alignment with RAINN’s standards.

• Play an important part in the hiring of new staff positions, including participation in the interview and selection process.

  • Collaborate with the Talent Acquisition and Program teams by reviewing applications, participating in interviews, and providing input on final candidate selections. Ensure that new hires align with RAINN’s mission, hotline protocols, and survivor-centered approach.

• Participate in rotating on-call schedules and act as emergency back-up for hands on support.

  • Serve as part of the management on-call rotation to respond to urgent staffing or service delivery issues outside of regular hours. Step in as needed to provide direct support to the hotline during emergencies, ensuring uninterrupted service to survivors.

• Support the program manager and NSAH Scheduling and Resources Manager in ensuring the hotline is adequately staffed at all times.

  • Work collaboratively with program leadership to assess staffing needs, identify coverage gaps, and coordinate schedule adjustments. Proactively communicate with staff and leadership to maintain service levels and meet contractual obligations.

Quality Assurance and Program Compliance

• Monitor hotline sessions (telephone, text, and online chat) and provide support and guidance to staff and volunteers.

  • Supervise live hotline operations by monitoring both phone and online chat sessions to ensure that staff provide trauma-informed, empathetic, and policy-aligned services. Offer real-time coaching, technical support, debriefing, and intervention when needed to maintain a high standard of care for survivors. Complete required mandated reports as needed.

• Ensure the work environment and employee behaviors maintain a level of professionalism in accordance with RAINN and NSAH staff handbooks and policies.

  • Foster a respectful, mission-driven, and professional work culture by modeling appropriate behavior, reinforcing expectations, and addressing concerns promptly and constructively.

• Elevate all concerns and policy violations about workplace behavior and quality of services to senior management in a timely manner.

  • Identify and escalate issues such as protocol deviations, staff and volunteer conduct concerns, or service quality gaps to the appropriate leadership channels to ensure timely resolution and accountability.

• Use critical thinking skills and RAINN policies to make independent, real-time staff and service decisions.

  • Exercise sound judgment during live operations to address and mitigate unexpected situations, prioritize survivor safety, and maintain service quality, balancing organizational guidelines with situational context.

• Maintain knowledge of RAINN's policies and protocols and provide ongoing feedback to senior management.

• Maintain knowledge of contractual policies and protocols and provide ongoing feedback regarding ways to meet and exceed standards.

Staff Development and Training

• Work closely with staffers to support their professional growth and service quality.

  • Coach and mentor staff members to strengthen their skills, enhance survivor-centered communication, and improve performance metrics, including feedback scores. Provide individualized guidance and actionable recommendations to help staff meet and exceed quality standards.

• Contribute to the planning, development, and facilitation of in-service meetings.

  • Collaborate with program leadership to identify key focus areas, draft materials, and help lead in-service meetings that reinforce policies, build new skills, and address emerging operational needs.

• Provide informed feedback to senior leadership on training needs and improvements.

Hotline Operations and Direct Support

• Submit end-of-shift reports.

• Attend and participate in NSAH program meetings to exchange information regarding shift trends, staff, policies, and procedures.

• Ensure the NSAH peer-to-peer online chat "HelpRoom" is open and staffed during designated hours.

• Demonstrate specialized hotline knowledge and sexual assault service skills.

• Provide direct support to hotline callers and staffers utilizing RAINN's direct service and supervision policies as needed.

• Triage and handle mandatory reports on-shift or on-call.

• Manage and monitor dashboard resources, ensuring information is accurate and up to date.

• Collaborate with the technical team to address any hotline platform concerns, ensure ongoing communication during platform deployments, identify trends, and provide user-testing for platform updates.

Provide Direct Hotline Services

• Provide direct services on the hotline by answering inbound PRN calls, therapy line calls, reporting line calls, and chats, including Spanish

  language services (if Spanish language is applicable).

• Deliver crisis intervention, emotional support, and trauma-informed resource referrals in accordance with NSAH standards and protocols.

• Ensure visitors to therapy fund lines understand therapy fund parameters, and conduct all initial intakes in alignment with established procedures, reporting line protocols, and individualized client needs.

• Serve as backup support to handle calls and chats across all hotline platforms and carry out other related duties as required to support program operations.

Mandatory Training: As a condition of employment, all NSAH Shift Managers must complete a comprehensive 40-hour blended learning program, which includes:

• 26 hours of self-paced online courses.
• 12 hours across four live virtual learning sessions.
• 1 OHL5 webinar focused on platform use.
• 2 shadowing sessions.
• 3 role-play simulations.
• 1 graded role-play assessment followed by a debrief session.

• Must complete initial 20 hours of client specific training and a minimum of 6 hours of continuing education on contracts yearly.

Position Specifications and 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:

• Must have 2+ years of experience working or volunteering with crisis intervention services.

• Bachelor's degree or 4+ years social service experience. 

• Possess ability to effectively communicate information and respond to questions in person-to-person and small group situations with visitors, the general public and other team members. 

• Must be able to demonstrate ease of use with technology.

• 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.

• Must possess a positive and resilient attitude, with the ability to successfully work on a team and independently.

• Willingness to work a non-traditional schedule, which will include occasional evenings and/or weekends/holidays. 

• Must be comfortable discussing issues surrounding sexual violence. 

• Must be comfortable addressing difficult staffing situations and remediation. 

• Must complete and pass a criminal background check administered by RAINN.

Preferred Qualifications:

• Have full professional fluency (written and spoken) in Spanish and English and ability to pass a proficiency test during the interview process.
• Have 2+ years experience managing paid staff (managing employees who work in shifts is preferred).

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.

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.

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.