About Trevor:
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Our non-profit provides 24/7 life-saving support via phone, text, and chat. We also operate the world’s largest safe space social networking site for LGBTQ+ youth and run innovative research, education, and advocacy programs. We’ve been saving lives every day for over 20 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: Crisis Services Shift Supervisor
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: Nonexempt Full Time
Union Role? Yes
Salary Range: $28 per hour
Summary:
This role will be a key resource to our community of counselors/specialists, ensuring they are providing the best possible life-airming support to our Text, Chat, and Lifeline users. In this role, you will serve as the subject maer expert, providing guidance around process/issue resolution and assisting 988 Crisis Services Leads in coordinating team activities to ensure best practices, safety and quality assurance expectations, and service delivery goals are met. You’ll provide technical coaching, training, mentoring and team engagement. This is a full-time, non-exempt position requiring 40 hours per week from Sunday to Saturday. Employees should be flexible to support other shifts as needed and are eligible for overtime with supervisor approval.
Roles and Responsibilities:
- Provide guidance to reference tools to assist specialists in properly supporting our contacts through multiple channels
- Facilitate team training and reviewing new processes/changes in team meetings.
- Share best practices and tools that support our specialist when handling difficult conversations with youth (cases of high or imminent risk, abuse, violent intent).
- Provide mentorship to those who need extra support on their calls/text/chats. Mentor through shadowing and conversation review or listening to help build confidence.
- Offer real-time support and coverage as needed to our counselors as they support LGBTQ youth in crisis.
- Identify knowledge gaps or team opportunities and collaborate with other Team Leads on small-scale solutions.
- Support contacts on the phone/text/chat lines regularly during peak volume or as business needs deem necessary.
- Maintain proficiency in all technical applications (technical skills and system knowledge).
- Assist with administrative tasks, including but not limited to; pulling reports to monitor crisis conversations, quality, time, attendance, or other functions as necessary.
- Facilitate New Counselor Shifts and mentor counselors in training.
- Regularly document feedback on Counselors to be coached by Supervisors or, as applicable, given directly to the Counselor.
- Partner with other Shift Supervisors and Leads on driving critical deliverables.
- Call the On-Call Consult for on-shift clinical support as necessary.
- Call in Active Interventions/Abuse Reports to Emergency Services and/or child welfare agencies when required for youth safety and legal/moral due diligence.
- 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:
- High School diploma or equivalent
- 1-2 years experience in a crisis care, contact center, or customer care seing through coursework, community experience, or relevant professional experience
- Shift Supervisor experience in a crisis care / contact center seing demonstrating the ability to prioritize multiple situations of varying intensity levels
- Proficiency in spoken and written English with strong communication and active listening skills
- Demonstrated commitment to self-care and well-being, with an understanding of the importance of personal resilience in crisis intervention work.
- Strong resilience and adaptability in handling crisis situations, with the ability to remain calm and provide effective support during challenging circ*mstances
- Demonstrated ability to engage in healthy productive dialogue when navigating concerns / feedback about policy, structural and organizational change in crisis work
- Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth
$28 - $28 an hour
Why Trevor?
A career that truly makes a difference in the lives of LGBTQ young people–every single day
Outstanding benefits, including:
Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)
403(b) retirement plan with 3% match
Generous vacation and 13 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays and three half-day Fridays during the summer
Employee Assistance Program to help with confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support
In-network mental health office and virtual visits are covered at 100%, and out-of-network visits are covered at an enhanced level.
Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursem*nt, and reimbursem*nt to outfit your work-from-home space!)
Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high-quality on-demand courses.
Online Subscription to Headspace, a digital mindfulness and meditation platform
The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law or policy. The Trevor Project complies with all applicable laws regarding equal opportunity in employment.
This is a union position. The Trevor Project recently voluntarily recognized The Communications Workers of America (CWA) as the representative of certain employees for collective bargaining purposes, and this position is in the bargaining unit. The Trevor Project is currently negotiating the first collective bargaining agreement with the union that will cover the terms and conditions of employment for this position.
The Trevor Project is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please submit a requesthere. Please do not disclose medical information in this form–this information will be viewed only by our benefits team and will remain secure. This form is only for those requiring a reasonable accommodation to participate in the job application or interview process. This form is not an application - you must still apply through The Trevor Project careers website.
