Safe Helpline Program Director

As a key member of RAINN's Victim Services management team, the Safe Helpline program director will be responsible for ensuring the proper provision of services to users of the Safe Helpline. The director is responsible for communicating the program vision and goals to the staff, and ensuring that SHL users receive survivor-centered, trauma-informed, non-judgmental, and strengths-based services. The director will provide on-site, direct supervision of the Safe Helpline program manager, and support the management team and staff overall. The Safe Helpline program director is a full-time position exempt from the overtime provisions of the Fair Labor Standards Act.

Safe Helpline is the Department of Defense's (DoD) sole hotline for members of the DoD community affected by sexual assault. Safe Helpline is a completely anonymous, confidential, 24/7, specialized service-providing help and information anytime, anywhere. A Safe Helpline user can access one-on-one support, peer-to-peer support, information, resources and self-care exercises 24/7 to aid in their recovery. Since 2011, Safe Helpline has provided support and resources to thousands of members of the DoD community.

Essential Duties and Responsibilities:

• Own end to end programmatic operation and outcomes for the Safe Helpline, including but not limited to: annual work planning efforts; 24/7 operation of all services (phone, chat,peer chat support); recruitment, hiring, and training efforts; and evaluating performance of staff and program effectiveness.
• Drive continuous improvement and ensure that the program delivers services consistent with best practices in the fields of crisis intervention and sexual violence response.
• Establish, monitor and enforce all Safe Helpline operational and service policies, procedures, standards, protocols and guidelines, and hotline playbooks for diverse contingency needs.
• In partnership with the Director of Research, facilitate data collection efforts and reporting on Safe Helpline, and lead conversations across the research and technology departments in order to identify areas of improvement related to training and workforce management.
• Advise technology team on technology feature developments, which includes collaborating to address bugs and other service problems, which includes ensuring that the Online Hotline, the Telephone Hotline, and other technology platforms provide trauma-informed, user-centered design for staff and visitors.
• Work with the Technology Director to ensure all systems are functioning correctly and problems dealt with promptly.
• Supervise SHL program manager and support them in their daily work and achieving annual goals.
• Support the management team overall by providing regular and transparent communication, identifying pathways for program manager and shift manager growth, and engaging in regular problem-solving to improve efficiency of workflows.
• Champion diversity, equity, and inclusion (DEI) efforts for the Safe Helpline program staff through annual goal-setting and daily works.
• Oversee the planning and execution of on-going training and professional development for supervisors and shift managers.
• In partnership with the training team, oversee staff onboarding training.
• Ensure that all dashboard resources and referral databases meet the current and evolving needs of SHL visitors.
• Serve as lead subject-matter expert for the development of Safe Helpline training content, and advise on training efforts, including training revisions and development of new training modules.
• Act as the lead reviewer for programmatic reports, including monthly and annual reports to DoD SAPRO.
• Assist the VP of Victim Services with Safe Helpline-related proposal development.
• Lead the development of annual strategic objectives for the Safe Helpline and create corresponding operational work plans. Prepare quarterly reports to demonstrate progress.
• Ensure compliance with RAINN and DoD policies and protocols.
• Oversee the resolution of personnel problems by analyzing data, investigating issues, identifying solutions and taking appropriate actions.
• Oversee the development, scheduling, and facilitation of monthly in-person, in-service training, attending regularly and creating space for open communication with all levels of Safe Helpline staff.
• Co-lead the monthly shift manager meetings.
• Ensure resources provided to users are accurate through the facilitation of semi-annual call-throughs to military responders.
• Maintain knowledge of DoD SAPRO and other military policies and protocols and provide ongoing feedback regarding ways to meet and exceed DoD standards.
• Oversee effective delivery of services to survivors of sexual assault in the DoD community; audit and adjust service delivery as necessary
• Attend internal and external meetings and trainings as required.
• Consistently maintain high standards of behavior and performance, exercising discretion ensuring necessary and sufficient controls are in place to safeguard the integrity of Safe Helpline.
• Maintain positive working relationship with staff by following terms of a collective bargaining agreement.
• Respond effectively, and in a timely manner, to complaints and questions from staff and DoD SAPRO personnel.
• Be available for after-hour emergencies.
• All other duties as assigned.

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/human services or equivalent work experience.
• Minimum five years of crisis service experience utilizing trauma informed model.
• Minimum seven years of experience managing staff (preferably 24/7 employees).
• Proven track record of success in building, implementing and managing a diverse and complex team of service professionals.
• Demonstrated commitment to servant-leadership.
• Proven champion of diversity, equity, and inclusion efforts in a professional environment.
• Culturally competent and able to work with diverse populations.
• Must possess excellent English-language communication skills (oral and written) and the ability to effectively communicate to diverse audiences within and external to RAINN.
• Excellent time management skills with the ability to prioritize own workload, deal with conflicting demands and meet tight deadlines.
• Extensive experience solving management problems creatively across a wide range of situations.
• Exercises good judgment when faced with complex decisions.
• Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
• Maintain a positive and energetic attitude, with the ability to successfully work on a team and independently.
• Must be able to work on-site at RAINN's office and attend meetings as required.
• Must possess a knowledge of evidence-based practices relating to sexual violence services, and be comfortable discussing issues surrounding sexual violence.
• Must successfully complete 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.
• Experience with online communications platforms (i.e., instance messenger, etc.).
• Experience with relationship building and fostering collaboration among diverse
• workforce.
• Experience in labor relations, which includes management of grievances and participation in arbitration/negotiation.
• Proven track record of success in building, implementing and managing a complex team of service professionals through change management and/or growth strategies.

Conditions:

The position is based in Washington, DC. Please note that RAINN staff are currently working remotely during the COVID-19 pandemic.

To Apply:

Submit resume, cover letter, and writing sample to Vice president, Victim Services at https://rainn.applicantpro.com/jobs/ Incomplete applications will not be considered.

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, 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 qualified candidates to apply.