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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in crisis intervention and trauma-informed support, with proficiency in communication and problem-solving skills. Capable of managing multiple priorities in a remote environment while adhering to organizational policies and protocols.
Highest-signal resume keywords
Crisis InterventionTrauma-Informed SupportEffective Communication SkillsProficiency in Google WorkspaceSpanish Fluency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Crisis InterventionClient SupportTyping Proficiency (35 WPM)Data EntrySession Assessment
Soft Skills
Problem-SolvingJudgment SkillsAbility to Work Under PressureTeam CollaborationAdaptability
Tools & Technologies
Instant Messaging PlatformsVirtual Communication ToolsGoogle Workspace
Certifications & Qualifications
Criminal Background Check40-Hour Blended Learning TrainingRole-Play Assessment
Industry Keywords
Crisis Intervention SupportSexual Assault Victim SupportQuality AssuranceClient-Specific TrainingRAINN Policies
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Must be literate and fluent in English and pass a proficiency test during the interview process
- Spanish fluency may be required for certain roles and will be assessed when applicable
- Minimum of one year of experience in social services, customer service, direct client support, or crisis intervention
- Must pass a typing test with a minimum score of 35 WPM
- Effective communication skills in person-to-person and small group situations
- Comfortable using instant messaging platforms and handling phone-based communication
- Ability to work under pressure and maintain composure during stressful situations
- Ability to manage shifting and multiple priorities
- Ability to work effectively in a remote environment and use virtual communication tools
- Problem-solving and judgment skills
- Ability to interpret written and oral instructions
- Ability to work both independently and as part of a team
- Willingness to work evenings, weekends, and holidays
- Must be at least 18 years old
- Proficiency in Google Workspace applications, including Gmail, Calendar, Drive, Docs, Sheets, Slides, and Forms
- Comfortable discussing issues surrounding sexual violence
- Passion for RAINN's mission
- Must complete and pass a criminal background check administered by RAINN
- Must successfully complete required 40-hour blended learning training
- Must complete initial 20 hours of client-specific training and at least 6 hours of continuing education on contracts yearly
- Must successfully complete role-play assessment and supervised practice
- Must complete approximately 29 hours of telephone training
- Final approval from a Licensed Training Supervisor is required
- Must reside within the continental United States
- Must have a home office setup with dependable high-speed internet sufficient for uninterrupted hotline services
Benefits
Comp & perks- $2.50/hour shift differential for scheduled NSAH hotline hours worked between 7:00 PM and 6:59 AM
- Employee assistance
- Paid vacation
- Sick leave
- Paid holidays
- Free access to the building fitness center
- Periodic business travel to Washington, DC offices for onsite meetings and training sessions may be provided/required
- Comprehensive paid? 40-hour blended learning program and ongoing client-specific training are provided as conditions of employment