Crisis Services Team Lead

About Trevor:
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years.
Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:
Heart–We care deeply and commit to do what mattersIntegrity–We build trust through our words and actionsCommunity-Together, we are an unstoppable force for goodBelonging-We serve as allies to the mission, and to each otherProgress-We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States.  The Trevor Project will not sponsor an employment visa for this position.

Role: Crisis Services Team Lead Location: This role will be remote in the continental United States, Alaska, or Hawaii Reports to: Manager of Crisis Services Eligibility: Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role. Classification: Exempt Full Time Union Role? No Salary Range: Starting at $70K
Summary: 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.

Roles and 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.

Minimum Qualifications:

• 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