Team Lead

Role: Team Lead 
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 a team of direct reports, ensuring team accountability, strategic alignment, and results 

Evaluate total performance, set individual improvement goals, ensure performance is tracked, assess work performance of the team and identify improvements, performance evaluations, holding staff accountable for performance expectations and delivering performance reviews and discipline

Audit daily work completed by direct service staff to monitor for quality and productivity opportunities and deliver real-time feedback toward performance improvement

Lead shift queue management by monitoring counselor status, directing conversation transfers 

Supporting staff questions and debriefing, and supporting escalations as needed 

Ensure that any shift related activities are completed, including, timesheets and attendance tracking, filing and submitting outstanding abuse reports 

Review and contribute to process and procedure discussions and documentation to ensure they are up-to-date and operationally efficient. 

Develop and facilitate training for our new and re-engaging counselors through training activities such as facilitating monitored shifts (listen-ins) and chat/text observation.

As needed to support operational contacts and workflows, complete administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management

As needed to support operational volume, communicate with third parties, including law enforcement and child welfare agencies, on matters of imminent safety concerns and child abuse, when necessary as required by protocol and policies

In the event of excessive crisis contact volume, support operational needs by 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 and working well within tight timelines 

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)