Senior Manager of Crisis Operations

The Trevor Project

1d • $90,000 - $120,000 • Remote

About The Position

Senior Manager of Crisis Operations has direct oversight and responsibility for Classic program operations support TrevorText, TrevorChat, and TrevorLifeline (our life-affirming crisis services programs for LGBTQ+ youth). You will oversee Crisis Operations Managers as they lead operational teams to ensure our counselors are providing the highest quality life-affirming support to our text, chat and phone users. You will manage program performance across core service KPIs, and drive impact to those KPIs by providing coaching, feedback, and development to Operations Managers to drive impact in their teams. Our crisis services operate 24/7 and Operations Managers may be expected to flex toward a non-traditional schedule that could include late nights, early mornings, and/or weekends, as needed.

Requirements

• Master’s degree in social work, counseling, psychology or other related areas of study OR 6+ years experience in a crisis care setting or other relevant professional experience.
• 6+ years management 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
• 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

Responsibilities

• Lead, develop, coach, and manage a Program Operations, including Operations Managers as they coach direct service staff, ensuring team accountability, strategic alignment, and results
• Oversee the day-to-day operations of a Crisis Services program, including staffing, scheduling, hiring, evaluation, training, performance management, and quality improvement
• Evaluate total program performance, set team improvement goals for Managers, ensure performance is tracked, assess work performance of the team and identify improvements, performance evaluations, holding staff accountable for performance expectations and delivering performance reviews and discipline
• Audit program metrics to monitor for quality and productivity opportunities and deliver real-time feedback toward performance improvement
• Identify and lead innovation initiatives to improve processes and procedures to ensure they are up-to-date and operationally efficient, liaising with other organization leaders to affect progress.
• Develop and facilitate training for our new and re-engaging counselors through training activities such as facilitating monitored shifts (listen-ins) and chat/text observation.
• Lead change initiatives and team communication strategies effectively to ensure smooth transitions and organizational alignment
• Collaborate with other leaders within Crisis Intervention vertical to lead continuous improvement in crisis service operations and professional development and ongoing engagement initiatives for team growth and resilience
• Ensure compliance with relevant policies and procedures, maintaining the highest standards of care
• Act as an On-Call Manager or On-Call Consult, as needed, and provide additional operational support through crisis intervention or supervisory shifts
• If needed, support operational contacts and workflows, complete administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management
• If needed while supporting direct service, communicate 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 excessive crisis contact volume, take direct service crisis conversations
• 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 belonging and trauma-informed culture
• 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: Mid Level
• Number of Employees: 501-1,000 employees