DoD Safe Helpline Shift Manager

Provide oversight, quality assurance of services and manage employees for assigned SHL shifts.

Monitor helpline sessions and provide support and guidance to staff.

Provide ongoing training and feedback to employees on assigned shift.

Manage a team of assigned staff, check-in with staff monthly, and  evaluate employee performance bi-annually.

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

Identify areas of opportunity for staffer improvement. Work with and advise staffers to help them build skills and improve feedback scores.

 Evaluate helpline staff and advise Safe Helpline Program Manager on suitability and need for promotions, skill development, discipline and other personnel matters.

 Ensure the work culture and employee behaviors maintain a level of professionalism in accordance with RAINN and SHL staff handbooks and policies.

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

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

  Attend and participate in Shift Manager meetings to exchange information regarding shift trends, staff needs, policies and procedures. Shift Manager meetings are held on Tuesdays from 12:30pm-2pm EST (may be subject to change).

 Lead efforts to ensure that resources provided to users are accurate through semi-annual call-throughs to military responders.

 Participate in the planning, writing, and facilitation of in-services meetings.

 Responsible for hiring of new staffer and assistant shift manager positions, including interview and candidate selection. Maintain knowledge of RAINN's policies and procedures and provide ongoing feedback to the Safe Helpline Program Manager.

 Maintain knowledge of DoD SAPRO and other military policies and protocols and provide ongoing feedback regarding ways to meet and exceed DoD standards.

 Provide feedback to the Safe Helpline Program Manager regarding additional training topics or suggested revisions to training.

 Complete session assessments.

 Foster open communications with staff and ensure compliance with collective bargaining agreement.

 Following RAINN and SHL policy and protocol, address short-term shift needs by initiating actions to find coverage, and adjust employee schedules during their shift as necessary.

 Be available to fill in for other Shift Managers when needed.

 Submit end-of-shift reports.

 Serve as a moderator and reviewer on the Safe Helproom.

 Demonstrate specialized Safe Helpline knowledge and sexual assault service skills.

 Provide direct support to individuals in the DoD community affected by sexual violence.

 Coach staff utilizing RAINN's direct service and supervision policies as needed.

 Gather necessary information from Safe Helpline users and provide appropriate referrals.

 Work with Safe Helpline users to determine needs and provide follow-up support to ensure users connect with recommended resources.

 Triage and respond to mandatory reports on-shift or on-call.

 Manage hourly hotline staff to ensure programmatic operational polices and procedures are adhered to that are in compliance with the terms and conditions outlined in the Collective Bargaining Agreement. Thereby, fostering a collaborative and supportive work environment.

 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.

 Carry out any additional tasks and responsibilities relevant to the work being completed, as assigned.

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 relevant field; crisis hotline/intervention or related experience. Previous supervisory/management experience.

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.

 2+ years' experience working or volunteering in a social services field, preferably crisis intervention services; 2+ years' experience managing paid staff, preferably in environments with multiple work shifts.

Must type a minimum of 35 wpm with accuracy, and demonstrate ease of use with technology including instant messaging.

Ability to work under pressure and maintain composure during stressful situations; ability to handling shifting and multiple priorities.

Must be comfortable addressing difficult staffing situations and managing remediation.

Ability to foster teamwork, work cooperatively, and effectively with others to resolve problems, and make decisions that enhance the program's effectiveness.

Ability to lead, positively influence others to achieve results that are in the best interest of the program/organization.

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 and ability to work a non-traditional schedule which  includes evenings and/or weekends/holidays.

Must be 18 years of age or older.

 Must be able to work on-site at RAINN's office and to attend meetings there as required.

 Must be comfortable discussing issues surrounding sexual violence.

 Must complete and pass a Tier 1 background investigation  (administered by the Government).

 Must pass a criminal background check administered by RAINN.

Desired Qualifications: