User Safety Project Manager, Safety and Enforcement

Rovercom   •  

Spokane, WA

Less than 5 years

Posted 269 days ago

This job is no longer available.

Your Responsibilities:

      • Program development

      • Establish and run a dedicated program to support preventing and reducing risk to users on the Rover platform.
      • Support platform users who experience trauma on the platform, and guide them to appropriate resources.
      • Conduct proactive outreach with other support organizations and marketplace platforms in development of opportunities to expand safety programs.
      • Work collaboratively with the leadership in development of program consistent with the strategic goals.
      • Develop plans and support implementation of partnerships and education effortsParticipate in ongoing advocacy and support training, coaching and skill building activities with agent team.
      • Develop a response system which may include a user safety response team.
      • Provide effective trainings and briefings to escalations manager, public relations, and legal team.
      • Developing and deliver educational presentations and project development or coordination.
      • Recognize online and offline risks by performing account investigations and mitigating losses by preventing unwanted activity on the site. 

      • Victim Support

    • Offer emotional support on a one-on-one basis or direct to a support group.
    • Help users create a safety plan and find a safe place to go.
    • Inform users about their rights and what they can expect from the legal process. Work closely with our legal team as appropriate.
    • Maintain confidentiality to protect users. Work cooperatively with social service, law enforcement and legal personnel on behalf of users and Rover.
    • Must have the analytical ability to intervene in crisis situations, using sound professional judgment, ethical practice and common sense.
    • Must have the ability to understand, be sensitive to, and have empathy for users; must have the ability to develop trusting helping relationships and to work effectively with individuals and families from diverse racial, ethnic, religious and socioeconomic backgrounds.
    • Lead and inspire a team of front line agents that solves problems experienced by users during stays.
    • Set and communicate team goals and metrics, and ensure those targets are achieved on a consistent basis.

Your Qualifications:

    • Bachelor's degree in social work, sociology, psychology, criminal justice or related social or behavioral science field. Masters degreepreferred.
    • 3+ years specific experience working with victims of sexual assault or working in victim advocacy and victim advocacy services.
    • US military SAPR program benefit.
    • Experience in developing and delivering educational presentations and project development or coordination.
    • Advanced knowledge of laws, regulations, executive orders, issues, etc. relating to victim advocacy, sexual assault, and other acts of interpersonal violence.
    • Knowledge of a wide range of social science and social work principles and concepts and practices relating to the prevention of and response to sexual assault and other acts of interpersonal violence.
    • Prior experience with CRM tool, such as Zendesk, Talkdesk, or similar.
    • Demonstrated history of making critical judgment calls based on complex information and difficult tradeoffs.
    • Strong data analysis with ability to present data and make recommendations to influence organization to key outcomes.
    • Proven organizational, detail oriented and time management skills required.
    • Strong written and oral communication skills.
    • Able to handle confidential information in a mature and professional manner.
    • Ability to manage multiple projects to closure.
    • Action-oriented with demonstrated ability to build cross-organizational relationships, and influence internal stakeholders to align on a vision and strategic initiatives.
    • Ability to leverage customer feedback, research data and business metrics to continually evaluate current products/programs and champion continuous improvement.
    • Well-versed in media relations best practices and a proven track record of successfully dealing with complex, strategic, communications challenges. 
    • Strong decision-making skills and ability to work autonomously in a shifting and sometimes ambiguous environment.
    • You show a pattern of being self-started, self-taught and self-directed. Excellent verbal & written communication skills. You present results in a consumable, actionable way.
    • Ability to establish and maintain effective working relationships with organizations and individuals to identify, establish, modify, and provide victim support assistance.
    • Must obtain and maintain Victim Advocate Certification.