Sep 21, 2021

Safe Helpline Program Director

  • On-Ramps
  • Washington D.C., DC, USA
Full-Time Programs

Job Description


RAINN is the nation's largest anti-sexual violence organization and leading authority on sexual violence. A dynamic organization comprised of experts in victim services, public education, public policy, consulting services, and technology, RAINN's team works to provide best-in-class services for survivors, inform and educate the nation about sexual violence, and improve the public policy and criminal justice response to sexual violence.

RAINN's victim service programs include 41 distinct hotlines, the largest of which are the National Sexual Assault Hotline and the Department of Defense Safe Helpline. The organization also operates online peer support services and a suite of technology products designed to support survivors. Overall, RAINN's victim services programs help more than 300,000 people each year, and have helped more than 3.7 million people since 1994.


As a key member of RAINN's Victim Services management team, the Safe Helpline program director is responsible for managing service delivery for one of RAINN's key programs: the Department of Defense (DoD) Safe Helpline.

DoD Safe Helpline is the sole crisis support service specially designed for members of the DoD community affected by sexual assault. Safe Helpline is secure, confidential, anonymous, and available 24/7 worldwide. The SAfe helpline staff provides live, one-on-one support to survivors, their families and other DoD stakeholders. It is operated by RAINN through a contract with the DoD Sexual Assault Prevention and Response Office (DoD SAPRO). 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 the DoD community worldwide.

The Program Director is responsible for communicating the program vision and goals to helpline staff, and ensuring that all users receive survivor-centered, trauma-informed, non-judgmental, and strengths-based services. The Program Director will provide on-site, direct supervision of the Safe Helpline program manager and the Safe Helpline lead shift manager, and support the management team and staff overall.

Reporting to the Vice President, Victim Services, the Safe Helpline Program Director will manage a team of 45.

Responsibilities include, but are not limited to:

Team Management

  • Oversee effective delivery of services to survivors of sexual assault in the military community; with an eye toward improving delivery on an ongoing basis
  • Support the Safe Helpline team 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
  • Lead the Safe Helpline's work related to diversity, equity, and inclusion, ensuring that RAINN's DEI practices are embedded in all program development, staff management, and data analysis
  • Supervise, mentor, and support Safe Helpline program manager and Safe Helpline lead shift manager, coaching them to achieve annual goals, and providing ongoing support on an day-to-day basis
  • Co-lead the monthly shift manager meetings, serving as a source of inspiration, motivation, and logistical support
  • In partnership with the training team, oversee staff onboarding training; 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
  • Maintain positive working relationship with Safe Helpline staff and oversee the resolution of personnel problems by analyzing data, investigating issues, identifying solutions and taking appropriate actions
  • Maintain knowledge of DoD and other military policies and protocols and provide ongoing feedback regarding ways to meet and exceed DoD standards; ensure compliance with RAINN and DoD policies and protocols
  • Establish, monitor and enforce all Safe Helpline operational and service policies and standards, and hotline playbooks for diverse contingency needs; provide after-hours leadership support on an as-needed basis

Operational Leadership

  • Lead the development of annual strategic objectives for the Safe Helpline and create corresponding operational work plans; prepare quarterly reports to demonstrate progress
  • Manage end-to-end programmatic operations and metrics for the Safe Helpline, tracking and improving program outcome
  • Drive continuous improvement and ensure that the program delivers services consistent with best practices in the fields of crisis intervention and sexual violence response
  • Advise technology team on technology feature developments, which includes collaborating to address bugs and other service challenges, ensuring that the Online Hotline, the Telephone Hotline, and other technology platforms provide trauma-informed, user-centered design for staff and visitors
  • In collaboration with the Clinical Director, ensure that all dashboard resources and referral databases meet the current and evolving needs of Safe Helpline visitors
  • 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
  • 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

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

Hiring Organization



The ideal candidate will possess the following qualifications:

  • A minimum seven years of experience managing staff (preferably in 24/7 context), with at least five years of crisis service experience utilizing trauma-informed models; experience working with military populations
  • Experience working on hotlines / crisis intervention
  • Track record of successfully managing a large team
  • Proven track record of success in building, implementing and managing a diverse and complex team of service professionals; strong listening orientation and relationship management skills
  • Cultural humility and the ability to work with diverse populations, with a track record of championing of diversity, equity, and inclusion efforts in a professional environment
  • Excellent communication skills (verbal and written) and the ability to effectively communicate with a diverse range of internal and external audiences
  • Ability to prioritize conflicting demands and meet tight deadlines, and to coach staff to effectively manage their own time
  • Extensive experience solving management problems creatively across a wide range of situations
  • Professional maturity, with excellent judgment in the face of complexity, ambiguity and crisis
  • Knowledge of evidence-based practices relating to sexual violence services, and comfort discussing issues surrounding sexual violence
  • Bachelor's degree in social work, human services, or equivalent work experience
  • Veterans will be given priority in the hiring process
  • Successful completion a criminal background check (administered by RAINN)

Industry/Service Area

Human Services




Salary and benefits will be competitive and commensurate with experience.

Application Instructions


RAINN recognizes that sexual violence can affect us all, and is dedicated to providing appropriate and sensitive support to everyone who seeks it. RAINN knows that no two survivors have the same experience, and strives to provide services and information that respect these differences among us.

The services RAINN operates and programs RAINN develops are designed and intended to serve all people affected by sexual violence, without regard to:

  • Age
  • Gender or gender identity
  • Immigration status
  • Mental, physical or developmental disability
  • National origin or ethnicity
  • Political affiliation
  • Race
  • Religion or creed
  • Sexual orientation

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. RAINN takes this pledge of inclusivity seriously. RAINN also requires that the local sexual assault service providers that it partners with uphold these same standards. Like RAINN, On-Ramps is deeply committed to diversity, equity, and inclusion. We believe social change happens when people with a wide range of backgrounds and experiences come together with common purpose.

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