The Trevor Project

  • Contract
  • Anywhere

United States


Role: Manager of Chat & Text Staff
Reports to: Director, Chat & Text
Location: Remote
Hours: Full-time


About Trevor

The Trevor Project is the world’s largest suicide prevention and crisis intervention organization for LGBTQ young people. We are a non-profit that 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.


Overview of the role

The Manager of Crisis Shift Staff oversees a team of full time staff supporting The Trevor Project’s 24/7 digital crisis services, including TrevorText, and TrevorChat. As Manager, this role will lead a team of over 15 staff members and ensure that we provide LGBTQ youth with high-quality and effective support. Long-term responsibilities include working with leaders both within the crisis services department and across The Trevor Project to drive innovation so the organization can serve even more youth. The Manager will need to be a strong, tactical manager while also being an inspirational leader.


Who you are


  • People person.
    You love working with people and know how to excite them about our life-saving work. You understand the importance of both staff and volunteers and place a premium on customer service.


  • Not easily shaken.
    You can maintain compassion for our LGBTQ youth, but aren’t easily rattled by high-stress situations and can thrive in a crisis care setting.

  • Innovative.
    You look at the way things are and then imagine 20 ways they can be improved. You’re always thinking about best practices in training and trends in tech to figure out how we can leverage these tools.

  • Results- and data-oriented.
    You are driven by results and informed by data. You operate with urgency and efficiency. You know how to identify problems and create informed and comprehensive strategies to make progress and get results.

  • Clear communicator.
    You can communicate clearly and concisely. You’re great at getting and giving respectful and productive feedback to the people working with you.

  • Highly organized.
    You know how to manage multiple projects and prioritize appropriately. You create clear and logical systems and processes to support your work and that of the organization.

  • Collaborative.
    You understand that the best way to meet and exceed goals is through outstanding teamwork.

  • Passionate.
    You care about LGBTQ youth. You care about saving lives. You want to come to work and feel inspired every day. You want to change the world.

  • Fun.
    The work we do is serious but that doesn’t mean we don’t have fun. We know how to have a good time and you should too.


What you’ll do

  • Manage, coach and support a team of 15-20 of The Trevor Project’s Crisis Chat & Text Staff

  • Oversee day-to-day operations of the crisis chat team, including staffing, scheduling, evaluation, and ensuring effective and efficient provision of high-quality service to LGBTQ youth
  • Work with others on crisis services and across the organization to ensure cross-programmatic alignment enabling staff to incorporate best practices into their work
  • Lead professional development and continued engagement of the Crisis Chat & Text Staff
  • Ensure the implementation of quality measures on the chat/text platform to include but not limited to, conversation evaluations and new counselor feedback
  • Oversee priority projects, providing clear input on some and leading on others
  • Analyze data to identify opportunities to improve the effectiveness and efficiency of the team
  • As needed, cover responsibilities within crisis services, such as serving as the on-call consult, directly supervising shifts, supporting counselor trainings, and filing mandated reports


Benefits

  • Generous vacation and holidays (like a full day off to celebrate Harvey Milk Day!), including three half-day Fridays during the summer
  • Comprehensive health insurance (we pay 100% of your premiums for medical, dental, and life), including gender affirmation surgery
  • Flexibility to work from anywhere in the U.S. (we provide the technology, a monthly internet stipend and reimbursement to outfit your work-from-home space!)
  • Fun virtual office environment and passionate team
  • Online Subscription to Headspace, a digital meditation platform
  • The Trevor Project is an equal opportunity employer
  • Meaningful work at an organization that is saving the lives of LGBTQ young people across America every day


Your application

We’re excited to hear from you! To join Team Trevor, please upload a resume and cover letter. Applications without cover letters will not be considered. Use this as an opportunity to convey why you want to be the next Manager of Crisis Shift Staff at The Trevor Project!

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