Department:Safe Helpline 

Position: Safe Helpline Program Coordinator

Reporting To: Safe Helpline Program Director

Salary: $50,000k-60,000k

As a key member of RAINN's Safe Helpline (SHL) management team, the SHL program coordinator will be responsible for ensuring the proper provision of services to users of the Safe Helpline. SHL is the Department of Defense's (DoD) sole hotline for members of the DoD community affected by sexual assault. SHL is a completely anonymous, confidential, 24/7, specialized service -- providing help and information anytime, anywhere. An SHL 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, SHL has provided support and resources to thousands of members of the DoD community.

The program coordinator will serve as a point of contact for the SHL program, will answer typical program questions and will assist the SHL leadership team with a variety of functional and administrative support, supporting staff to deliver 24/7 Helpline services. A successful candidate will exhibit great initiative and creative problem-solving skills. The program coordinator is a fast-paced role that would appeal to someone who thrives in a team atmosphere and finds joy in building protocols and policies to ensure that staff has the guidance and support they need to provide excellent service. As a key player on SHL's management team, the program coordinator should be a champion for non-judgmental and trauma-informed service to survivors and embrace the diverse experiences and communities of all helpline visitors and staff.

This is a full-time position, exempt from the overtime provisions of the Fair Labor Standards Act.

Essential Duties and Responsibilities:

• Create staff schedule in Ultimate Kronos Group (UKG), adhering to all applicable policies and procedures.
• Coordinate the administrative needs, planning SHL projects and daily activities for the SHL.
• Manage and implement a year-long training calendar for all SHL in-service and out-service training to include calendar invites.
• In collaboration with the program manager, schedule and coordinate all SM meetings, maintain an agenda, and record meeting notes.
• In collaboration with the Program Director and Program Manager, assists in the development and implementation of all Work Plan strategic outputs, coinciding with the Safe Helpline strategic plan.
• Participate in Shift Manager meetings to exchange information regarding staff needs and policies and procedures.
• Participate in drafting, reviewing and implementing policies, protocols to streamline SHL practices and improve effectiveness and efficiency.
• In collaboration with the Program Director and Program Manager, ensures implementation of all SHL policies and protocols.
• In collaboration with the Program Manager, Human Resources, and Shift Managers, manage the hiring of staff, to include full-time and part-time; interview process and candidate selection.
• Help build positive relationships with the SHL team, and coordinate team-building activities, ice-breakers, etc.
• Develop monthly scenario training for SHL staff. 
• Under the direction of the SHL Program Manager, develop and deliver relevant ongoing training for ASMs during monthly in-service and out-service training.
• Identify additional training topics and revisions to current training content to SHL leadership.
• Assist with implementing quality assurance activities and skill building for SHL staff.
• Serve as on-call back-up for the SHL shift managers.
• Proactively identify, vet, and share resources with the Clinical Team. 
• Demonstrate specialized Safe Helpline knowledge and sexual assault service skills.
• When needed, provide direct support to individuals in the DoD community affected by sexual violence by:
• When needed, provide one-on-one support through telephone or online chat, and serve as a moderator and reviewer on the Safe Helproom.
• Stays abreast on latest DoD SAPRO policy updates/changes through use of SAPRO website and informs leadership of new developments.
• 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:

• Bachelor's Degree in a social service field.
• 3 years managing a group of paid staff (employees who work in shifts within a social services field) is preferred.
• Experience developing program goals, policies and protocols.
• Must possess excellent English-language communication skills (oral and written). Possess the ability to effectively communicate information and respond to questions in person-to-person and small group situations with visitors, the general public and other employees within the organization.
• Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
• Ability to demonstrate effective time management and organizational skills.
• Ability to foster teamwork, work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance a program's effectiveness.
• Ability to lead, positively influence others to achieve results that are in the best interest of the program/organization.
• Ability to solve problems and deal with a wide range of situations.
• Ability to interpret a variety of instructions - written and oral.
• 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.
• Must be able to work on-site at RAINN's office and to attend meetings there as required.
• Must be comfortable discussing issues around sexual violence.
• Must complete a criminal background check (administered by RAINN).

Desired Qualifications:

• Previous experience on SHL 
• Veterans: those with Department of Veterans Affairs or VA MST Coordinator experience will be given priority.
• Crisis hotline/intervention experience.
• Master's degree in social work, psychology or related field.
• Experience with military populations.

Incomplete applications will not be considered. Please no phone calls.

RAINN Office Status:This position is based in Washington, DC. Please note that RAINN staff are temporarily working remote. We will be going back into the office. Please note that we are exploring a potential hybrid work model, which may require occasional office and remote work to support our collaborative efforts in 2024.

RAINN offers competitive compensation and a generous benefits package that includes medical, dental, vision, life insurance, employee assistance, 403(b) retirement savings, paid vacation, sick leave, paid holidays including a bonus week, and free access to the building fitness center. RAINN is based in Washington, D.C.

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, 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.

 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.