National Sexual Assault Hotline (NSAH) Coaching Senior Shift Manager

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Job description

RAINN operates a 24/7 confidential sexual assault crisis support hotline called the National Sexual Assault Hotline (NSAH). To accommodate the continuous onboarding of new staff and volunteers, the NSAH coaching senior shift manager will oversee a team of NSAH shift manager coaches. Shift manager coaches will work with experienced staff who will coach and guide new staff and volunteers to develop the skills and confidences they need to be successful on the hotline.
Schedule: Monday, Tuesday, Wednesday 3 p.m. to 11 p.m. Thursday and Friday, 10:00 a.m. to 6:00 p.m.
Essential Responsibilities:

Program Development and Updates

• Collaborate with NSAH management, the training team and the clinical team, to build and continuously update a coaching methodology for new NSAH staff and volunteers, including but not limited to:
  • Establish a process for onboarding new staff and volunteers;
  • Create documents and materials to support onboarding and continued coaching;
  • Create a training and deliver that training to experienced staff who will coach new staff and volunteers;
  • Establish criteria to evaluate coaching staff during coaching shifts;
  • Create a schedule for coaching staff;
  • Develop criteria to evaluate new staff and volunteer skill retention and progress;
  • Develop a tracking system to ensure that NSAH coaches effectively onboard new staff and volunteers within a 90-day timeframe, and
  • Create a system of regular check-ins to ensure that other NSAH senior shift managers are informed of new staff/volunteer's progress.
• Continuously collaborate with NSAH management to identify hotline needs and develop realistic solutions.
  • Meet weekly with NSAH program manager and team of senior shift managers to stay abreast of shift operations and needs;
  • Attend and participate in NSAH program and management meetings to exchange information regarding shift trends, staff, policies and procedures and recommend specific changes where necessary.
  • Provide feedback to the NSAH leadership regarding additional training topics or suggested revisions to training in order to strengthen staff skills and morale.
  • Liaise with the Victim Services training team to ensure training for incoming staff and volunteers are meeting hotline needs.

Manage Coaching Team

• Build a team of NSAH coaching shift managers. This includes, but is not limited to:
  • Hire, train and onboard coach shift managers;
  • Conduct regular check-ins with coach shift managers;
  • Guide coaching shift managers on decisions about new staff/volunteer progress.
• Maintain a team of three NSAH Coaching Shift Managers:
  • Mentor coaching shift managers as leaders on the hotline;
  • Lead coaching shift managers through annual goal-setting process;
  • Conduct regular check-ins with each coaching shift manager;
  • Provide ongoing guidance to NSAH coaching shift managers to ensure proficiency on the online dashboard, mandatory policies, and protocols, and building overall confidence;
  • Conduct ongoing appraisals of coaching shift managers' performance;
  • Ensure opportunities for skills development;
  • In collaboration with the volunteer program manager and the NSAH program manager, create and regularly update a coaching schedule for new paid and unpaid staff.
• Maintain a Coaching Staff Schedule
  • Facilitate coaching staff scheduling process;
  • Ensure adequate coverage for coaching staff schedule;
  • Train selected experienced staff to participate in coaching staff schedule.
• Advocate for the coaching team needs to ensure stable operations.
  • Meet with coaches one-on-one and host collaborative team meetings to discuss challenges, identify priority needs, and brainstorm solutions;
  • Assess gaps in new staff and volunteer skills and recommend pathways for shift managers to address them after onboarding is complete.
• Participate in rotating on-call schedule and act as emergency back-up for hotline support.
• Ensure High Quality Services
  • Ensure new staff and volunteers are trained to maintain consistent policy and protocol implementation across the NSAH;
    • Keep NSAH coaching shift managers informed about any new or updated hotline protocol or policy;
    • Maintain a team culture of high standards in accordance with RAINN and NSAH staff handbooks and policies;
    • Elevate all concerns and policy violations about workplace behavior and quality of services to senior management in a timely manner;
    • Use critical thinking skills and RAINN policies to make independent, real-time staff and service decisions.
  • Provide quality assurance and oversight of onboarding and ongoing coaching process for new staff and volunteers.
    • Demonstrate specialized hotline knowledge and sexual assault service skills.
    • Assist coaching managers in making decisions about new staff skill development and readiness to deliver services.
• Support NSAH staff on all shifts
  • Support the NSAH trainer and program manager to design and deliver foundational staff training on a quarterly basis covering subjects such as, "Supervising the Hotline", and "Spanish Services on the Hotline".
  • Support program manager on a rotating basis with other senior shift managers to design and facilitate monthly in-service sessions.
  • Provide input on draft policies and protocols, and flag when current policies are inconsistent with the needs of staff or the service.
  • Maintain knowledge of RAINN and NSAH policies and protocols and provide ongoing feedback to senior management of NSAH.
  • Collaborate with other senior shift managers to organize and facilitate NSAH management meetings to allow shift managers and coaching managers across the hotline to exchange information regarding shift trends, staff, policies and procedures.
• All other duties as assigned.

Position Requirements:

• Bachelor's degree or equivalent experience.
• 3+ years of social service or related experience; must have experience managing paid staff.
• Must have 3+ years of experience working or volunteering with crisis intervention services.
• Experience managing employees who work in shifts preferred;
  • Experience in managing employees using coaching methodologies or trauma-informed supervision practices is preferred.
• Full professional fluency (written and spoken) in Spanish and English and ability to pass a proficiency test during the interview process. Strongly Preferred.
• Commitment to problem-solving.
• Must possess a positive and energetic attitude, with the ability to both successfully lead and collaborate and work with a team as well as independently.
• Possess ability to effectively communicate information in writing and orally, including responding to questions in person-to-person and small group situations with visitors, the general public and other team members.
• Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
• Ability to lead, positively influence others to achieve results that are in the best interest of the program/organization.
• Ability to exercise good judgment when faced with complex decisions.
• Must be able to demonstrate ease of use with technology.
• Willingness to work a non-traditional schedule, which will include evenings, overnight, weekends, and/or holidays.
• Must be comfortable discussing issues surrounding sexual violence.
• Must be comfortable addressing difficult staffing situations and remediation; and
• Must complete and pass a criminal background check (administered by RAINN).
• Must be 18 years of age or older; and
• Experience training staff is a PLUS!

TO Apply: Submit resume and cover letter to Interim NSAH Director at Incomplete applications will not be considered. Please no phone calls.
In order to comply with new requirements for federal contractors, RAINN requires all employees to be vaccinated as a condition of employment unless they have a medical or religious exemption. If offered the position, you will be required to provide evidence that you are fully vaccinated.
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 candidates to apply.
EOE/M/V/D/V