Crisis Services Team Lead

The Trevor Project

4d • $70,000 • Remote

About The Position

The Team Lead has oversight and responsibility for operations of TrevorText, TrevorChat, and TrevorLifeline (our life-affirming crisis services programs for LGBTQ+ youth). You will oversee a team of direct service staff to ensure our counselors are providing the highest quality life-affirming support to our text, chat and phone users. You will manage a team providing coaching, feedback, development, and communication of goals in 1:1 and team spaces, with ultimate accountability for team performance, including ensuring that our values and mission are being upheld. Our crisis services operate 24/7 and Team Leads will be expected to work a non-traditional schedule that includes late nights, early mornings, and/or weekends.

Requirements

• Master’s degree in social work, counseling, psychology or other related areas of study OR 5+ years experience in a crisis care setting or other relevant professional experience.
• Proficiency in spoken and written English with strong communication and active listening skills
• Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth
• Familiarity with crisis management protocols, including direct communication with third parties such as law enforcement and child welfare agencies, following protocol for situations involving safety concerns and mandatory reporting requirements
• Experience with administrative and quality assurance tasks, including case reviews, audits, updates, and database management to maintain high operational standards
• Demonstrated commitment to staff wellness, with a trauma-informed approach, recognizing and addressing the unique challenges and stressors that employees face in crisis intervention work
• Strong resilience and adaptability in handling crisis situations, with the ability to remain calm and provide effective support during challenging circumstances
• A quiet, private work environment with high-speed dedicated broadband internet access (minimum 10Mb down/5Mb up)

Nice To Haves

• License in Clinical Social Work (LiCSW) or other similar certification preferred
• 2+ years supervisory experience in a crisis care / contact center setting demonstrating the ability to promote positive group dynamics, evaluate performance, set goals, ensure performance is tracked, highly preferred

Responsibilities

• Lead, develop, and manage a team of direct reports, supporting team motivation, strategic alignment, and results.
• Evaluate total performance, set individual improvement goals, ensure performance is tracked, assess work performance of the team, and identify improvements. Conduct performance evaluations, coach to expectations, and deliver reviews and discipline.
• Audit daily work completed by direct service staff to monitor for quality and productivity opportunities and deliver real-time feedback toward performance improvement.
• Lead queue management by monitoring counselor availability, supporting collaboration across staff and volunteers, assessing effectiveness of third-party mandated reporting, and monitoring inbound volume.
• Support the needs and questions of staff, and escalate emergent staff or service needs as appropriate.
• Track attendance and time-keeping needs of staff.
• Review and contribute to discussions of process and procedure for improvements in staff experience and operational efficiency.
• Debrief challenging crisis situations with staff and volunteers through trauma-informed facilitation.
• Facilitate training for new counselors through training activities such as facilitating platform observations and monitored shifts.
• Complete administrative and quality assurance tasks, such as case reviews, case record audits, and database management.
• Support follow-up reporting and communication with third parties, including law enforcement and child welfare agencies, on matters of imminent safety concerns and child abuse, when necessary as required by protocol and policies.
• In the event of crisis contact volume surges, engage in direct crisis conversations on phone or chat/text with LGBTQ+ youth in crisis.
• Demonstrate fair, ethical, and equitable business practices.
• Learn eagerly, share knowledge appropriately, and improve continuously.
• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines.
• Work, communicate, and collaborate effectively with others.
• Demonstrate attention to detail and accuracy in all work.
• Demonstrate a commitment to fostering and maintaining an environment of diversity, inclusion, and belonging.
• Other relevant duties and responsibilities as assigned.

Benefits

• Comprehensive health coverage, including plans that support various gender affirmation care needs
• Mental health resources, with access to virtual care and a variety of in and out of network options for support
• 403(b) retirement plan with a 3% employer match, vesting over three years
• Generous paid time off and company holidays to rest and recharge
• Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources
• Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager