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Team Lead

7 hours, 6 minutes ago
United States
Full-time
Lead
Technical Lead
Software Development
Apply Now
The Trevor Project

The Trevor Project

The Trevor Project is a leading national organization that provides lifesaving and life affirming services to LGBTQ+ youth. They offer crisis intervention and suicide prevention through various platforms such as the Trevor Lifeline, TrevorChat, TrevorT...

Diversified Consumer Services
501-1000
Founded 1998
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Description

  • Lead, coach, develop, and manage a team of direct-service staff, setting goals and driving accountability.
  • Evaluate team performance, conduct reviews, deliver discipline when needed, and create improvement plans.
  • Audit counselors’ daily work for quality and productivity and provide real-time feedback.
  • Manage shift queues by monitoring counselor status and directing conversation transfers.
  • Support staff questions, debriefings, and escalations during crisis-service shifts.
  • Complete shift administration, including timesheet and attendance tracking and abuse-report submission.
  • Develop and facilitate training for new and returning counselors, including monitored shifts and chat/text observations.
  • Perform administrative and quality-assurance work, including case reviews, case-record audits, database updates, and process documentation.
  • Communicate with law enforcement and child welfare agencies regarding imminent safety concerns and mandatory reporting, following protocols.
  • Handle direct crisis conversations during periods of high contact volume.

Requirements

  • Authorization to work for any employer in the United States; visa sponsorship is not available.
  • Master’s degree in social work, counseling, psychology, or a related field, or 5+ years of experience in crisis care or a related professional setting.
  • 2+ years of supervisory experience in a crisis-care or contact-center setting is highly preferred.
  • Clinical Social Work licensure (LiCSW) or similar certification is preferred.
  • Strong spoken and written English communication and active-listening skills.
  • Knowledge of LGBTQ+ issues and the unique challenges faced by LGBTQ+ youth.
  • Familiarity with crisis-management protocols, mandatory reporting, and communication with law enforcement and child welfare agencies.
  • Experience with case reviews, audits, database management, and other administrative or quality-assurance tasks.
  • Commitment to staff wellness and a trauma-informed approach to crisis-intervention work.
  • Ability to work a nontraditional 24/7 schedule, including late nights, early mornings, and/or weekends, with a private workspace and dedicated broadband internet of at least 10 Mbps download/5 Mbps upload.

Benefits

  • Starting salary of $70,000.
  • Comprehensive health coverage, including gender-affirmation care support.
  • Mental health resources, including virtual and in-/out-of-network care options.
  • 403(b) retirement plan with a 3% employer match, vesting over three years.
  • Generous paid time off and company holidays.
  • Employee Assistance Program with emotional, work-life, financial, and legal support.
  • Remote work within the continental United States, Alaska, or Hawaii, with provided technology, home-office reimbursement, and monthly internet reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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