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 matters

Integrity–We build trust through our words and actions

Community-Together, we are an unstoppable force for good

Belonging-We serve as allies to the mission, and to each other

Progress-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: 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 support 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, coach, and manage a team of direct reports, ensuring team accountability, strategic alignment, and results
• Evaluate total performance, set individual improvement goals, 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 daily work completed by direct service staff to monitor for quality and productivity opportunities and deliver real-time feedback toward performance improvement
• Lead shift queue management by monitoring counselor status, directing conversation transfers
• Supporting staff questions and debriefing, and supporting escalations as needed
• Ensure that any shift related activities are completed, including, timesheets and attendance tracking, filing and submitting outstanding abuse reports
• Review and contribute to process and procedure discussions and documentation to ensure they are up-to-date and operationally efficient.
• 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.
• As needed to support operational contacts and workflows, complete administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management
• As needed to support operational volume, 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, support operational needs by 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 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.
• 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)