RAINN

Customer Support

• Provide compassionate, trauma-informed crisis intervention support through the National Sexual Assault Hotline and RAINN-operated partner hotlines
• Use safety planning, brainstorming, listening skills, referrals, and relevant resources to support hotline users
• Complete regular training on NSAH and client-specific user needs
• Answer inbound crisis-intervention telephone calls and online chats
• Maintain knowledge of client-specific users, including college populations, law enforcement, nurses, and civilians
• Collaborate with hotline staff and assist with quality assurance efforts
• Monitor NSAH sessions and provide real-time guidance to staff and peers
• Maintain and follow RAINN, NSAH, and client-contract policies and protocols
• Supervise inbound crisis-intervention calls and online chats
• Facilitate and manage online group chat services and sessions
• Assist with semi-annual call-throughs to audit resource databases
• Complete session assessments and report new information, trends, or concerns to the Shift Manager or Lead on Duty
• Collect and enter client-specific data for all client contacts
• Work a minimum of two holidays per year to support 24/7 service coverage
• Attend monthly NSAH all-staff meetings
• Attend and participate in ongoing NSAH training sessions
• Provide crisis intervention and sexual assault victim support services for educational institutions, service providers, rape crisis centers, and other agencies
• Perform other duties supporting NSAH operations and service delivery

Bilingual NSAH Support Specialist