Jobs in America

988 Crisis Services Team Lead

Lead
FULL TIME

The job vacancy named 988 Crisis Services Team Lead was initiated on January 12, 2024, and it will no longer be accessible after April 11, 2024. If you're considering full time work, make sure it aligns with your career goals. Despite the job being based in Lead, it is a remote job that allows you to work from anywhere you prefer. You have the opportunity to negotiate your salary with the employer because they do not disclose it.

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.
The Trevor Project recently voluntarily recognized The Communications Workers of America (CWA) as the representative of certain employees for collective bargaining purposes. This position is not part of the bargaining unit because it is confidential, managerial, or supervisory, and you may be responsible for communicating management’s decisions to bargaining unit employees.

Applications for this role will be accepted until 5pm, Thursday, January 18th.

Role: 988 Crisis Services Team Lead Reports to: Manager of Crisis Services Location: This role will be remote in the continental US, Alaska, or Hawaii Hours: Full time Annual Salary: $70,000/year Applicable Teams: 988

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About 988 The 988 Suicide & Crisis Lifeline is a United States-based suicide prevention network that provides 24/7 service via a toll-free hotline with the number 9-8-8. It is available to anyone in suicidal crisis or emotional distress.
Overview of the Role The Crisis Services Team Lead will be a key resource to our community of counselors/specialists, ensuring that they are providing the best possible life-affirming support to our Text, Chat, and Lifeline users. In this role, You will serve as the subject matter expert, providing guidance around process/issue resolution and assisting Assistant Managers 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 position (40 hours/week) Sunday to Saturday. Those in this role should remain flexible to support other shifts based on business needs.

Who You Are

  • Experienced You have demonstrated knowledge,cultural competency of the youth we serve, and coursework or relevant professional experience supporting staff or volunteers in a crisis care setting, with preference for contact centers (digital or call).
  • People Leader Demonstrated interest and ability in building team-building and coaching skills and providing accountability, oversight, and support to a team of direct reports.
  • Collaborator Proven collaborator who approaches all work and interactions with empathy and inclusion, with recognized success in creating relationships with cross-functional teams from varying levels, working closely with colleagues to brainstorm ideas, discuss pros/cons, and develop ways forward, experienced in fostering an environment where different opinions and approaches can be entertained, considered, and appreciated while working as a team to find a resolution
  • Communicator Proven skill in distilling complex information into compelling, easily digestible narratives; presents information in an inspiring and persuasive way
  • Service Delivery and Adaptability Demonstrated commitment to outstanding internal and external service to our colleagues, the individuals we serve, our donors, and those with whom we collaborate and communicate.You have proven success in maintaining compassion in the midst of stressful situations, and experience in balancing the intensity of work and mission with self-management and care
  • Process and Deliverable Orientation: Demonstrated successful organizational, time, and task management skills with an ability to prioritize amongst competing priorities
  • Mission and Culture Aligned: Demonstrated awareness and support for The Trevor Project’smission and vision: to end suicide and address mental health crises in the LGBTQ youth community, and create a world where all LGBTQ young people see a bright future for themselves.

What You'll Do
  • Lead, coach, and develop a team of up to 12 Trevor Project 988 Crisis Workers
  • Ensure goals, deadlines and performance standards are met (e.g.productivity, availability, quality; effectiveness).
  • Review and contribute to process and procedure discussions and documentation to ensure they are up-to-date and operationally efficient.
  • Provide guidance, transparency, expertise, and/or assistance to ensure strategies are implemented and maintained effectively. This will include, live monitoring, New Counselor Shift Facilitation, Posting Schedules, Debriefing, etc.
  • Complete ‘End of Shift’ Checklist daily, other responsibilities include, timesheets and attendance tracking, filing and submitting outstanding abuse reports, Counselor performance forms, etc.
  • Evaluate performance, set goals, ensure performance is tracked, assess work performance of the team and identify improvements, performance evaluations, holding staff accountable for performance expectations and delivering annual performance reviews.
  • Responsible for building, maintaining and managing relationships with their staff, peers and leaders.
Why Trevor?
  • A career that truly makes a difference in the lives of LGBTQ young people–every single day
  • 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)
  • Flexible Spending Accounts
  • Employee Assistance Program to help with confidential emotional support, work life solutions, financial solutions, legal assistance, or online support
  • Generous vacation and 12 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays , and three half-day Fridays during the summer
  • Pet insurance
  • Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and a reimbursement 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

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 reimbursement, and reimbursement 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.
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 request here. 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.

Have you taken a careful look at all the qualifications and skills required for this job? If so, it's time to make a decision. It is important to us that all applicants have a clear understanding of the job responsibilities and expectations before applying. If you are excited about the potential of this job opportunity and believe that you can fulfill the expectations, please apply. Don't let the pressure to submit your application quickly compromise the quality of your work.