Senior Shift Manager - Evening/Overnight

TalentBoost (RAINN) - Washington, DC

As a key member of the NSAH management team, the evening/overnight senior shift manager helps ensure high quality services and stable operations on the hotline, as well as advocates for the needs of this high traffic time on the hotline. The evening/overnight senior shift manager achieves this by guiding a team of shift managers in their efforts to support survivors, executing projects and creating tools to ensure that hotline services are reliable, predictable, and consistent with RAINN's trauma- informed practices. This person will ensure that shift managers and staff have the support they need to prioritize their wellbeing. This position will work to strengthen hotline infrastructure by proactively identifying solutions to staff and operational needs, and in collaboration with the NSAH program manager and other senior shift managers, ensure that policies are implemented consistently across shifts.

Schedule: Monday-Tuesday, 7 p.m. to 3 a.m.; Wednesday, 3 p.m. to 11 p.m.; Thursday and Friday, 9 a.m. to 5 p.m.

Essential Duties and Responsibilities:

  • Manage team of three or more shift managers.
    • Coach and mentor shift managers as leaders on the hotline.
    • Conduct ongoing appraisals of performance.
    • Ensure opportunities for skills development.
    • Foster a positive environment for direct reports and their teams.
  • Advocate for evening/overnight bridge shift needs to ensure stable operations.
    • Meet with hotline staff one-on-one and host collaborative team meetings to discuss challenges, identify priority needs, and brainstorm solutions.
    • Assess gaps in staff skills and knowledge and recommend pathway for shift managers or NSAH leadership to address them.
    • Participate in rotating on-call schedule and act as emergency back-up for on-site support.
  • Provide quality assurance and oversight of services on the evening/overnight bridge shift.
    • Demonstrate specialized hotline knowledge and sexual assault service skills.
    • Ensure that quality requirements are met on shift and across the hotline by coordinating with the other senior shift managers.
    • Monitor staff capacity and attrition on the evening shift, assess its impacts, and recommend methods to address gaps to ensure the hotline is meeting survivors' needs.
    • Play an important role in evaluating candidates for the evening and overnight shifts, including participation in the interview and selection process.
  • Support NSAH staff on all shifts
    • Execute projects necessary for smooth hotline operations, such as schedule creation.
    • Support the program manager in selecting and prioritizing performance improvement projects for NSAH staff.
    • Support program manager in designing and facilitating monthly in-service sessions.
    • Provide input on draft policies and protocols, and flag when current policies are inconsistent with the needs of staff or the service.
    • Partner with other senior shift managers and the program manager to organize, facilitate, attend and participate in NSAH program and monthly management meetings.
  • Ensure consistent policy implementation across the NSAH.
    • Maintain a work culture and employee behaviors of high standards in accordance with RAINN and NSAH staff handbooks and policies.
    • Elevate all concerns and policy violations about workplace behavior and quality of services to senior management in a timely manner.
    • Use critical thinking skills and RAINN policies to make independent, real-time staff and service decisions.
    • Maintain knowledge of RAINN and NSAH policies and protocols and provide ongoing feedback to senior management of NSAH.
    • Organize and facilitate NSAH management meetings to allow shift managers across the hotline to exchange information regarding shift trends, staff, policies and procedures.
  • Support NSAH Program Director and Manager in meeting annual program goals.
    • Attend and participate in NSAH program and management meetings to exchange information regarding shift trends, staff, policies and procedures, and recommend specific changes where necessary.
    • Partner with NSAH program manager to draft hotline protocols and policies to uphold smooth operations.
    • Identify opportunities for hotline scheduling and/or technology to better meet the needs of the evening/overnight shift and problem-solve with the program manager to address them.
    • Provide information to other departments at RAINN, including Human Resources, Tech and Training, to ensure hotline needs are addressed.
    • Provide feedback to the NSAH leadership regarding additional training topics or suggested revisions to training to strengthen staff skills and morale.
  • All other duties as assigned.

Position Specifications/Requirements:

Required Qualifications:

  • Bachelor's degree or equivalent experience;
  • 3+ years of social service or related experience; must have experience managing paid staff.
  • Must have 3+ years of experience working or volunteering with crisis intervention services;
  • Experience managing employees who work in shifts preferred.
  • Experience in managing employees using coaching methodologies or trauma-informed supervision practices is preferred.
  • Full professional fluency (written and spoken) in Spanish and English and ability to pass a proficiency test during the interview process; preferred.
  • Commitment to problem-solving.
  • Must possess a positive and energetic attitude, with the ability to both successfully lead and collaborate work with a team as well as work independently;
  • Possess ability to effectively communicate information in writing and orally, including responding to questions in person-to-person and small group situations with visitors, the general public and other team members;
  • Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities;
  • Ability to lead, positively influence others to achieve results that are in the best interest of the program/organization;
  • Ability to exercise good judgment when faced with complex decisions;
  • Must be able to demonstrate ease of use with technology;
  • Willingness to work a non-traditional schedule, which will include evenings, overnight, weekends, and/or holidays;
  • Must be comfortable discussing issues surrounding sexual violence;
  • Must be comfortable addressing difficult staffing situations and remediation; and
  • Must be 18 years of age or older; and
  • Experience training staff is a plus.

Preferred Qualifications:

  • Veterans will be given priority.
  • 3+ years management experience working with staff that have varying levels of professional experience. 


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

In order to comply with new requirements for federal contractors, you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. New employees must either provide proof of vaccination or be granted a medical or religious exemption.


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.

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.

TalentBoost is now Ignyte AI.

This job has been posted by Ignyte AI on behalf of RAINN. Ignyte AI is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of Ignyte AI not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.

Posted On: Tuesday, May 30, 2023

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