Safe Helpline Operations Coordinator

Department:   Safe Helpline      

Position:           Safe Helpline Operations Coordinator

Reporting To:  Safe Helpline Operations Manager 

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

As the Department of Defense's (DoD) hotline for those impacted by sexual assault, the Safe HelpLine stands as a beacon of support, available 24/7, completely anonymous and confidential. Our specialized service offers a safe space for individuals to seek help, guidance, and resources at any time, from anywhere. With personalized one-on-one support, peer-to-peer assistance, and a wealth of informative resources and self-care exercises, we're dedicated to aiding in the recovery journey of every visitor. Since our establishment in 2011, we've proudly assisted thousands within the DoD community, fostering resilience and empowerment.

As the Operations Coordinator at Safe HelpLine, you'll play a pivotal role in ensuring the smooth operation of our 24/7 helpline services. 

Your mission? Crafting schedules that are not just functional, but tailored to the unique availability of our staff and the operational demands of our mission. To be the go-to person for scheduling inquiries, providing essential support to our dedicated team, and assisting in various administrative functions. We're seeking someone with a knack for problem-solving and a passion for delivering exceptional service. 

As our Operations Coordinator, you'll be at the forefront of onboarding new team members, ensuring they receive the guidance and support they need to deliver exceptional service to survivors. Your commitment to fostering a culture of empathy and excellence will shine as you champion non-judgmental, trauma-informed support for 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:

Collaboration and Policy Implementation:

•  Collaborate with Operations Manager and Program Manager to ensure implementation of SHL policies and protocols for scheduling.
•  Assist in developing and implementing work plan strategic outputs aligned with the Safe Helpline's strategic plan.

Scheduling and Administrative Coordination:

•  Create staff schedules in Ultimate Kronos Group (UKG), and ensure to adhere to all applicable policies and procedures.
•  Coordinate the administrative needs, planning Safe Helpline projects and daily activities for the Safe Helpline.
•  Set up training and onboarding shifts that reflect the new staff schedule and hours.
•  Participate in shift manager meetings to exchange information regarding shift trends, staff needs and operational procedures.
•  Attend mandatory In-Service meetings and complete annual SHL training.

On-Call Management and Support:

•  Manage the on-call schedule and provide backup support as required to ensure continuous after-hours assistance for Safe Helpline staff, ensuring coverage 24/7. 
•  Serve as backup for the hotline during emergencies, providing operational coverage as needed.

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.
•  Maintain and evaluate knowledge of contractual policies and protocols and provide ongoing feedback regarding ways to meet and exceed standards on the Safe Helpline. 
•  When needed, provide direct support to individuals in the DoD community affected by sexual violence by:
•  Providing one-on-one support through telephone or online chat, and serve as a moderator and reviewer on the Safe Helproom.
•  Stay abreast of latest DoD SAPRO policy updates/changes through use of the SAPRO website and inform leadership of new developments.

Additional Responsibilities:

•  Fulfill any additional responsibilities related to the position functions as assigned by management.

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 coordinating a group of paid staff (employees who work in shifts within a social services field).
•  Experience in utilizing scheduling platforms.
•  Experience in training and onboarding incoming new hires.
•  Ability to provide constructive feedback to a diverse group of individuals. 

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 social work, psychology, or related field; or equivalent work experience.
•  3+ years managing scheduling for paid staff, including experience utilizing scheduling platforms.
•  1+ years experience working with military populations or crisis intervention/hotline experience.
•  Excellent English-language communication skills (oral and written), with the ability to effectively communicate information in person-to-person and small group situations.
•  Ability to work well under pressure, maintain composure during stressful situations, and handle shifting priorities.
•  Effective time management and organizational skills.
•  Strong teamwork and collaboration abilities, including the capacity to positively influence others to achieve program goals.
•  Problem-solving skills and the ability to interpret various instructions.
•  Good judgment when faced with complex decisions.
•  Resiliently positive and energetic attitude, with the ability to work both independently and as part of a team.
•  Willingness to work a non-traditional schedule, including evenings, weekends, and holidays.
•  Must be 18 years of age or older and able to work on-site at RAINN's office.
•  Must be comfortable discussing issues around sexual violence.
•  Must complete a criminal background check (administered by RAINN).

Desired Qualifications:

•  Previous experience on the Safe Helpline.
•  Crisis hotline/intervention experience.
•  Experience with military populations.
•  Demonstrated experience in working with unions and navigating collective bargaining agreements preferred.
•  Veterans: those with Department of Veterans Affairs or VA MST Coordinator experience will be given priority.

RAINN Office Status: This position is based in Washington, DC. Please note that RAINN staff are temporarily working remotely. Please note that we are exploring a potential hybrid work model, which will require periodic business travel to our DC offices for onsite meetings and training sessions.

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.