The VictimConnect Resource Center, operated by the National Center for Victims of Crime, combines a traditional telephone-based helpline with an innovative online chat and web-based information, assistance, and referral service. Victim Assistance Specialists will empower crime victims to regain control, navigate options, and take next steps by providing confidential resources and referrals by phone, chat, and text message.
Individuals who work for the VictimConnect Resource Center are passionate about serving victims and advocating for victim rights. They engage in continuous learning by keeping up to date with best practices and services available to victims. They believe in creating positive and lasting impact. They support fairness and respect for all people and are committed to empowering others by expanding access to services in underserved communities.
Position Description: As a Victim Assistance Specialist, you will be the strength of the helpline and ensure that victims who contact us are supported, empowered, and given the best resources to move forward. You will be primarily responsible for answering the phone, chat, and text helplines when crime victims reach out for support. You may also research best practices in helpline response and victim assistance programs across the U.S. and will be responsible for maintaining the Referral Directory. You may have the opportunity to collaborate on protocol, training, and external material creation. This role is not neatly packaged or defined; you should expect it to change and evolve during your time at the National Center. This is a full-time, non-exempt, 40 hours per week position with alternative and late evening hours (examples: 9am-5:30pm, 10am-6:30pm, 11:30-8:00pm).
- Effectively field helpline calls, texts and chats on the Victim Services online platform using prepared protocols and a victim centered, strengths based approach.
- Update and maintain internal and external Victim Services referral directories using Salesforce.
- Update protocols and resources based on victim needs and feedback with direction from the Deputy Program Manager.
- Assist program staff and subject matter experts within the National Center in research and creation of new protocols and resources based on needs of victims.
- Create topical materials to expand the knowledge of internal staff as well as the victim services field.
- Provide programmatic support to victim services leadership team as well as other National Center staff members as needed.
- Other duties as needed
- You care about providing exceptional service to victims of crime, demonstrating fairness and respect for all people.
- You are an excellent communicator on the phone, by chat, and in person, and are comfortable speaking to and supporting callers of various forms of victimization and marginalization.
- You are flexible, adaptable and comfortable with a changing and alternative schedule as the helpline grows.
- You think creatively and like to problem-solve under pressure.
- You value professionalism and demonstrate dependability by holding yourself accountable to both your colleagues and those you serve.
- You have a passion for victim advocacy, human rights, and working with underserved communities and have some experience working with this population in a professional setting.
- You appreciate constructive feedback and have a desire to constantly grow and develop professionally.
- You lead by example and work with others openly and honestly.
- You are great at multitasking and have the ability to stay organized with many competing priorities.
- You are comfortable using various forms of technology and databases simultaneously.
- You have the ability to thoroughly research a topic and train peers in a subject area.
- You show personal resiliency when dealing with a sensitive subject through self-determination, balance, and commitment to self-care.
- You have an incredibly positive and energetic attitude and value building a collaborative environment that fosters communication and partnership.
- You have a college degree or equivalent work experience.
- A criminal background check is required
- You will need to complete an initial probationary term contingent on training performance
- This is an FLSA non-exempt position
- Applications will be accepted on a rolling basis, and will remain posted until the position is filled
- Must be available for training during weekday business hours training.
The following physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations:
- Must be able to remain in a stationary position 80% of the time.
- The person in this position needs to move about inside and outside the office to access file cabinets, office equipment, meet with community partners at their offices, conduct community outreach, etc.
- Regularly required to talk or hear.
- Must be able to operate a computer (typing 50 wpm with accuracy) and other office productivity machinery (e.g., copier, fax machine, etc.).
- Must have vision correctable to a level where individual can operate a computer and visualize text on a computer monitor.
Supervision: The victim assistance specialist will report to the Hotline Supervisor.
Benefits: Generous benefits are offered to full-time employees, including excellent health insurance, 401(k) matching plan, disability insurance, and life insurance.
Location: The position is located at our office in Arlington, VA.
Level of Language Proficiency
You must be able to communicate fluently in English both orally and in written format.
Minimum Education Required
How To Apply
To apply for this position please visit: http://victimsofcrime.force.com/apply?jobid=a0y0f000007UzrH
You will be asked to provide a current resume and writing sample as part of your application.