About The Position
As a key member of RAINN’s Victim Services team, the National Sexual Assault Hotline (NSAH) Support Specialist delivers consistent, high-quality support to those reaching out through the National Sexual Assault Hotline, as well as through partner hotlines operated by RAINN. This role focuses on providing reliable, professional, and trauma-informed assistance to a variety of audiences such as survivors, family members, supporters, and partners, helping ensure every interaction meets RAINN’s commitment to excellence and care.
Requirements
- Must be literate and fluent in English and able to pass a proficiency test during the interview process. Spanish fluency may be required for certain roles and will be assessed when applicable.
- Must be able to pass a typing test with at least 35 WPM score.
- Must have a minimum of one (1) year of experience in social services, customer service, or another field involving direct client support or crisis intervention.
- Possess the 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 comfortable using instant messaging platforms and handling phone-based communication.
- Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
- Ability to work effectively in a remote environment, including maintaining focus, managing time independently, and staying connected with the team through virtual communication tools.
- Ability to solve problems and deal with a wide range of situations.
- Ability to interpret a variety of instructions, both 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.
- Have a passion for RAINN's mission.
- Must complete and pass a criminal background check administered by RAINN.
- 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.
- Successful completion of mock role-play assessment is required before moving into supervised practice.
- Following the role play, the employee 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.
- 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.
- Open shifts are based on the operational needs of the hotline.
- 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.
Nice To Haves
- Spanish fluency may be required for certain roles and will be assessed when applicable.
Responsibilities
- Utilize crisis intervention best practices including safety planning, brainstorming, and listening skills to provide compassionate support to hotline users.
- Complete regular training on serving NSAH users and users of hotlines RAINN operates for clients, staying up to date on the specific needs of each client.
- Answer inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines.
- Maintain knowledge regarding the specific needs of users of client hotlines, including, but not limited to: college populations, law enforcement, nurses and civilians.
- Provide timely, accurate support to NSAH users, including offering appropriate referrals and connecting them with relevant resources.
- Collaborate with fellow NSAH hotline staff and assist with quality assurance efforts to ensure consistent, high-quality service delivery.
- Monitor NSAH sessions and offer real-time support and guidance to staff and peers to ensure effective, high-quality service delivery.
- Maintain knowledge and adhere to RAINN's and NSAH's policies and protocols as well as those of client contracts.
- Supervise inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines.
- Facilitate and manage online group chat services/sessions, ensuring a safe, supportive, and well-moderated environment for participants.
- Assist with semi-annual call-throughs to audit resource databases.
- Assist with NSAH-specific data collection by completing session assessments during each shift and promptly notifying the Shift Manager or Lead on Duty of any new information, trends, or concerns that arise.
- Collect and enter client-specific data for all client contacts.
- Commit to 24/7 service coverage by working a minimum of two (2) holidays per year, helping ensure that survivors and their loved ones have uninterrupted access to critical support.
- Attend required monthly NSAH all-staff meetings to stay informed and aligned with program updates and priorities.
- Attend and actively participate in ongoing training sessions designed for all NSAH staff to maintain and strengthen skills.
- Perform other duties and responsibilities as assigned, in support of NSAH’s operations and service delivery.
Benefits
- employee assistance
- paid vacation
- sick leave
- paid holidays
- free access to the building fitness center
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
