Team Lead

Overview

Role: Team Lead
Company: The Trevor Project
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 direct reports to improve individual and team performance in alignment with Trevor’s competencies, values and mission, supporting staff in meeting their goals and objectives
• Evaluate total performance and conduct performance reviews to ensure that staff are receiving appropriate recognition and feedback so that they are continually learning and developing
• Audit daily work, including reviewing live or closed chats and texts, listening to recorded calls
• Lead shift queue management by monitoring counselor status, directing conversation transfers
• Supporting staff questions and debriefing, and supporting escalations as needed
• Ensure shift activities are completed and that direct reports complete daily tasks, including timesheets, attendance policies, and abuse report submissions
• Review and contribute to process and procedure discussions, including providing feedback on the real-world impact of those processes on direct service operations
• Develop and facilitate training and development opportunities, including new hire onboardings, monitored shifts (listen-ins) and chat/text observation
• As needed, conduct administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management
• As needed, manage or support communications with third parties, including law enforcement and child welfare agencies, to provide information, report, and/or consult regarding contacts in crisis
• In the event of excessive crisis contact volume, provide coverage for direct service positions, including 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
• 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)

Why Trevor?

Join a mission-driven organization where your work makes a real impact on the lives of LGBTQ+ young people—every single day.

Outstanding benefits, including:

• 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 to rest and recharge
• 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 – with provided technology, a home office setup reimbursement, and a monthly internet reimbursement

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 a unionized workforce, with employees in the bargaining unit represented by The Communications Workers of America (CWA). This position is not part of the bargaining unit, as it is confidential, managerial, or supervisory, and you may be responsible for communicating management’s decisions to bargaining unit employees.

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.