Team Lead

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…

Source: Jobspresso (https://jobspresso.co/job/team-lead/)