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.
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.
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.