NSAH Hotline Services Program Coordinator

Department: Victim Services

Position: NSAH Hotline Services Program Coordinator

Reporting to: NSAH Hotline Services Manager

Compensation: $50,000, with an additional $2,000 for Spanish bilingual skills.

Schedule: Monday-Friday 11am-7pm EST

As a member of RAINN's Victim Services team, the NSAH Hotline Services program coordinator will be responsible for providing high-quality services to visitors that are routed to RAINN’s client-branded therapy fund hotlines, reporting lines, and crisis lines as well as providing administrative and project support to the NSAH hotline services team. RAINN provides crisis intervention and sexual assault victim support services for a number of third-party clients. Therapy funds provide services to a specific community (alumni, staff, etc.) who are seeking crisis counseling related to their abuse or who require reimbursement for therapy they receive relating to sexual misconduct. Reporting hotlines provide services to private and public institutions, organizations and companies whereby employees can file formal reports. Reports are filed through RAINN and sent directly to the client’s staff for follow-up and investigation. Crisis hotlines provide hotline services to national organizations as well as local sexual assault support centers. The program coordinator will provide services for these clients, including educational institutions and other large institutions. Each client requires specialized training and continuing education. Coordinators will be required to successfully complete training and maintain expertise in the individual needs of each client.

Essential Duties and Responsibilities:

Client Therapy Fund and Reporting Helplines

•  Answer inbound therapy funds and report helpline calls.
•  Answer inbound client calls and PRN chats, including Spanish PRN calls and chats.
•  Ensure visitors to client therapy funds lines have an accurate understanding of a therapy fund’s parameters and administer all initial intakes.
•  Ensure visitors have an accurate understanding of reporting policies and facilitate visitor reporting where applicable.
•  Provide crisis intervention services including safety planning, brainstorming, and listening skills, and support visitors by providing accurate referral services.
•  Liaise with senior shift managers for call-related crisis support and debriefs.

Administrative and Project Support

•  Serve as a liaison with clients who have follow-up requests, concerns, additional data needs, or usage inquiries, in collaboration with the program manager.
•  Assist with data collection by completing session assessments after each call and collating aggregate data for client monthly status reports.
•  Support project planning and on-boarding for any new therapy fund or reporting clients.
•  Support with the setup of client profiles for all Spanish language (if applicable) client needs, including drafting client scripts and profiles on the Telephone Hotline (THL).
•  Develop and assist with all client training.
•  Assist with monthly client billing and invoicing.
•  Maintain knowledge and adhere to RAINN's and NSAH's policies and protocols.
•   Maintain knowledge of contractual policies and protocols and provide ongoing feedback to the services manager.
•  Any additional tasks or responsibilities directly related to the role, to support the effective execution of job duties and organizational goals.

Required Qualifications:

•  Bachelor's degree in Human Services or related field. 
•  2+ years experience in the field of social services, or crisis hotline/intervention experience (paid or volunteer work), preference for experience working with survivors of sexual violence.
•  Fluency in both Spanish and English is preferred, with an expert level of proficiency in both languages.
•  Ability to effectively communicate information and compassionately respond to questions in person-to-person and small group situations with visitors, general public and other employees within the organization.
•  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 exercise good judgment when faced with complex decisions.
•  Resiliently positive and energetic attitude, with the ability to successfully work on a team and independently.
•  Ability to learn and use new technology systems.
•  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). 

Physical Activities:

The following physical activities described are representative of those that must be
met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions and expectations:

•  Must be able to remain in a stationary position 80% of the time.
•  The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.
•  Regularly required to talk and hear.
•  Must be able to operate a computer (typing 35 - 45 wpm with accuracy) and other office productivity machinery (e.g., copier and fax machine).
•  Must have vision correctable to a level where an individual can operate a computer and visualize text on a computer monitor.

RAINN Office Status: 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, gender identity, genetic information, 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.