The Trevor Project - Team Lead
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. • 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 • 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)
Responsibilities
• Lead, develop, coach, and manage direct reports to improve individual and team performance in alignment with Trevor’s competencies, values and mission, supporting staff in meeting their goals and objectives • Evaluate total performance and conduct performance reviews to ensure that staff are receiving appropriate recognition and feedback so that they are continually learning and developing • Audit daily work, including reviewing live or closed chats and texts, listening to recorded calls • Lead shift queue management by monitoring counselor status, directing conversation transfers • Supporting staff questions and debriefing, and supporting escalations as needed • Ensure shift activities are completed and that direct reports complete daily tasks, including timesheets, attendance policies, and abuse report submissions • Review and contribute to process and procedure discussions, including providing feedback on the real-world impact of those processes on direct service operations • Develop and facilitate training and development opportunities, including new hire onboardings, monitored shifts (listen-ins) and chat/text observation • As needed, conduct administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management • As needed, manage or support communications with third parties, including law enforcement and child welfare agencies, to provide information, report, and/or consult regarding contacts in crisis • In the event of excessive crisis contact volume, provide coverage for direct service positions, including taking 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 • 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
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
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