Job Details

Description

Department: Safe Helpline

Position: Safe Helpline Staffer

Schedule: 7:00 AM-11:00 AM EST Wednesday-Saturday (Part-Time staffer)

Reporting to: Safe Helpline Shift Manager

Compensation: $23.19

A $2.50 shift differential will be paid for any scheduled hours worked (on the Safe Helpline) between 7pm and 6:59am. This shift differential is not applicable for time worked that is unscheduled (i.e. completing unscheduled self-paced training, etc).

About RAINN

RAINN is the nation’s largest anti–sexual violence organization. Guided by our three core pillars—Prevention. Justice. Healing.—we work to change minds, change laws, and change lives. Through education, media, and outreach, we advance prevention and inspire action. Through bipartisan policy efforts, we fight for survivor-centered laws and accountability.

Through the National Sexual Assault Hotline (800.656.HOPE and rainn.org), the DoD Safe Helpline, and survivor programs, we provide free, confidential, trauma-informed support to help survivors heal and reclaim their lives. This position supports RAINN’s DoD Safe Helpline, which provides confidential, trauma-informed support to members of the military community affected by sexual assault. RAINN operates the Safe Helpline under contract with the Department of Defense Sexual Assault Prevention and Response Office (SAPRO).

Essential Duties And Responsibilities

Direct Crisis Support & Service Delivery

• Answer crisis calls routed through the Safe Helpline telephone service: Provide immediate, compassionate, and trauma-informed support to callers, using crisis intervention techniques to assess needs, ensure safety, and connect them with appropriate resources.
• Take online chats through the Safe Helpline: Engage with users through secure online chat, offering emotional support, active listening, and tailored information while maintaining confidentiality and a survivor-centered approach.
• Provide referrals through the Safe Helpline texting service: Respond promptly to text messages from users seeking assistance, offering clear, concise information and connecting them to relevant local or national resources that meet their specific needs.
• Utilize crisis intervention best practices including safety planning, brainstorming, and active listening to provide compassionate, trauma-informed support to hotline users.
• Gather information and provide referrals: collect necessary details from Safe Helpline users and connect them with accurate, appropriate referral services for members of the military community.
• Stay current on policies and protocols: maintain up-to-date knowledge of military related policies, protocols, and prevention initiatives, and apply them in all interactions.
• Employ knowledge of eligibility requirements for Veteran Affairs to ensure accurate referrals.
• Demonstrate specialized Safe Helpline knowledge and sexual assault service skills.

Data Management & Reporting

• Enter non-personally identifying call information into the helpline database.
• Complete session assessments and other data collection tools accurately and on time.
• Perform call-throughs to audit military responder databases on a semi-annual basis.

Training & Professional Development

• Complete new and revised training on best practices, policies, and protocols.
• Maintain knowledge of and adhere to RAINN’s policies and protocols at all times.
• Attend monthly in-service staff meetings.

Shift Expectations & Professional Standards

• Maintain a clean, orderly workspace and ensure shifts are worked in a quiet, private, and professional environment.
• Work a minimum of two (2) federal holidays per year.

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.

Mandatory Training Commitment

As a condition of employment, all incoming staff must successfully complete a minimum of 80 hours of comprehensive blended training, designed to ensure competency across both the online and telephone platforms of the Safe Helpline. This training includes but is not limited to:

• 24 hours of self-paced online coursework
• 8 hours of AI self-paced simulation training
• 16 hours of live learning, spread over five instructor-led virtual sessions
• 32 hours of chat observation and online shadowing

The initial phase of training culminates in a mock role-play assessment, which is debriefed with RAINN’s Training Team. Successful completion of this assessment is required before moving into supervised practice.

Following the role play, staff 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.

Safe Helpline operates across both online and telephone modalities, 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 before independently taking online chats or telephone calls.

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 related field, or equivalent work experience.
• Crisis hotline/intervention or related experience. A minimum of 1 year 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.
• Must be familiar with instant messaging.
• Must have basic computer and database proficiency.
• Must type a minimum of 35 wpm with accuracy.
• 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.
• Demonstrated ability to understand and follow a range of written and verbal instructions.
• 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 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 Tier 1 background investigation (administered by the Government).
• Must complete and pass a criminal background check administered by RAINN.

Desired Qualifications

• Veterans: those with Dept. of Veterans Affairs or VA MST Coordinator experience will be given priority.
• Crisis hotline/intervention experience.
• Experience with military populations.

Shifts

Based on the operational needs of the Safe Helpline.

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.

Only complete applications will be considered. Please, no phone calls.

RAINN offers competitive compensation and part-time benefits that include employee assistance, paid vacation, sick leave, paid holidays, and free access to the building fitness center. RAINN is based in Washington, D.C.

Remote Work Requirements

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.

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, age, sex, individual identity, genetic information, disability or protected veteran status. RAINN 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.