Team Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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The Trevor Project

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

🏥 Healthcare

💼 Consulting

🤲 Charity

Healthcare • Consulting • Charity

The Trevor Project is the leading suicide prevention and crisis intervention nonprofit organization for LGBTQ+ young people, providing counseling support 24/7. They offer a range of services including crisis support, advocacy, research, peer support, and public education to promote the well-being of young LGBTQ+ individuals. The organization conducts research to inform policymakers, supports an international community through TrevorSpace, and educates allies and educators about the needs of LGBTQ+ youth. The Trevor Project engages with the community through partnerships, volunteer opportunities, and fundraising initiatives, aiming to create a supportive environment for LGBTQ+ young people everywhere.

📋 Description

• Oversee operations support for TrevorText, TrevorChat, and TrevorLifeline crisis services programs • Lead, develop, coach, and manage a team of direct reports • Ensure team accountability, strategic alignment, and results • Evaluate performance, set improvement goals, track work performance, deliver reviews, and administer discipline when needed • Audit daily work by direct service staff for quality and productivity • Provide real-time feedback for performance improvement • Manage shift queues by monitoring counselor status and directing conversation transfers • Support staff questions, debriefing, and escalations • Complete shift activities including timesheets, attendance tracking, and abuse reports • Review and contribute to process and procedure documentation • Develop and facilitate training for new and re-engaging counselors • Complete case reviews, case record audits, updates, and database management • Communicate with law enforcement and child welfare agencies regarding imminent safety concerns and child abuse when required • Take direct-service crisis conversations during excessive contact volume • Foster fair, ethical, equitable, diverse, inclusive, and belonging-focused practices • Report to the Manager of Crisis Services

🎯 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 highly preferred • Proficiency in spoken and written English • Strong communication and active listening skills • Knowledge and understanding of LGBTQ+ issues, including challenges faced by LGBTQ+ youth • Familiarity with crisis management protocols, third-party communication with law enforcement and child welfare agencies, safety concerns, and mandatory reporting requirements • Experience with administrative and quality assurance tasks, including case reviews, audits, updates, and database management • Commitment to staff wellness and a trauma-informed approach • Resilience and adaptability in handling crisis situations • Ability to remain calm and provide effective support during challenging circumstances • Quiet, private work environment • High-speed dedicated broadband internet access, minimum 10Mb down/5Mb up • Authorization to work for any employer in the United States • Ability to work a non-traditional schedule including late nights, early mornings, and/or weekends

🏖️ 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 • 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 • Provided technology • Home office setup reimbursement • Monthly internet reimbursement • Equal employment opportunities • Reasonable accommodations for persons with disabilities