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 fund and reporting 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 client needs, including drafting client scripts and profiles on the Telephone Hotline (THL).
- Develop and assist with all client trainings.
- 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.
- All other duties as assigned.
- Bachelor's degree or equivalent work experience.
- Fluency in English and Spanish and able to pass a skills assessment.
- 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.
- Strong preference for former or active part-time or full-time RAINN hotline support specialist
- 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 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.
- Ability to work in a quiet, secure environment (secure WIFI) to ensure confidentiality of meetings and hotline visitors.
- Must be 18 years of age or older.
- Must be able to work onsite at RAINN's office and to attend meetings as required.
- Must be comfortable discussing issues surrounding sexual violence.
- Must be able to complete and pass a criminal background check (administered by RAINN).
- Must be able to show proof of COVID-19 vaccine upon first day of employment.
- 1:00p.m. to 7:00 p.m., EST (Monday - Friday)
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.
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, disability, 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.
RAINN (Rape, Abuse & Incest National Network) is the nation's largest anti-sexual violence organization. RAINN created and operates the National Sexual Assault Hotline in partnership with more than 1,000 local sexual assault service providers across the county and operates the DoD Safe Helpline for the Department of Defense. In addition, RAINN carries our programs to prevent sexual violence, help survivors, and ensure that perpetrators are brought to justice.
This job has been posted by TalentBoost on behalf of RAINN. TalentBoost is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of TalentBoost not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.