Roles and Responsibilities

• Oversee The Trevor Project’s 24/7 crisis services, delivered via phone, text, and chat, through our direct contact options or 988 services. 
• Lead, develop, coach, and manage a team of direct reports, ensuring team accountability, strategic alignment, and results.
• Deploy resources efficiently and effectively toward organizational goals, work with staff to balance workload and effort, and provide ongoing feedback so that staff can continuously improve their supervision and mentoring skills. 
• In collaboration with the executive team, play a key role in the organization’s overall development, strategic planning, service delivery, and management, ensuring that we remain fully compliant with accreditation standards.
• Scale to serve the number of LGBTQ youth we serve on our crisis services while working to improve our quality of care. 
• Oversee trauma-informed grant-funded clinical initiatives and ensure delivery of services and appropriate and timely reporting.
• Actively participate in the organization’s safety programs by identifying potential risks and promoting client and environmental safety.
• Provide administrative and clinical leadership to program managers to support and develop the provision of services to deliver high-value care that is financially feasible and sustainable.
• Partner with our technology team to constantly iterate on our leading-edge platform and continually improve the user experience for youth, volunteers, and staff. 
• Use data to evaluate and monitor our performance and ways to improve our operations’ effectiveness and efficiency, including integrating best practices from other leading organizations. 
• Speak about The Trevor Project’s clinical operations at leading conferences and to the press. 
• Other relevant duties and responsibilities as assigned

Minimum Qualifications

• Minimum Bachelor’s degree, plus at least 15 years of relevant experience managing large teams and operations in a call or contact center focused on human services.
• Proficiency in 
• Delivery of a high degree of client service to callers, including developing and constantly driving quality improvement 
• Reporting and program measurement and evaluation.
• Experienced supervisor of a team with proven success in training, leading, coaching, developing, and managing the performance of direct reports.  
• Demonstrated successful planning and problem-solving skills, with proven ability to multitask and work well within tight timelines
• Demonstrated strong decision-making and critical thinking skills
• Professional proficiency in spoken and written English
• Demonstrated ability to work, communicate, and collaborate effectively with individuals and teams at all levels, both internally and externally
• Attention to detail and accuracy in all work
• Demonstrated commitment to fostering and maintaining an environment of diversity, inclusion, and belonging.
• Proven ability to lead with empathy, showing courage and compassion when making decisions
• Demonstrated fair, ethical, and equitable business practices
• Track record of inspiring and fostering collaboration and partnerships 
• Proven creator of spaces that are supportive and affirming to all
• Demonstrated success in learning eagerly, sharing knowledge generously, and improving continuously