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.
• People Leader. In addition to being a people person, you are also able to hire, coach, performance manage, lead and mentor members of your team. You are able to have both the positive and tough conversations with your direct reports to ensure they are meeting the expectations of their role to deliver exceptional service to LGBTQ youth.
• Change Manager. Trevor is in a state of growth and requires our leaders to be able to effectively communicate, manage, and drive effective change management to ensure our teams can adapt to our changing environment and also ensure that we are effectively bringing folks along with changes happening across Trevor.
• Resilient. 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 Shift Supervisors
• Oversee day-to-day operations of the crisis shift supervision team, including hiring, staffing, scheduling, evaluation, performance management 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 Shift Supervisors
• 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
• Effectively implement and manage change related to initiatives and projects that impact the digital supervision 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, including coverage for various gender affirmation surgeries (and we pay 100% of your premiums for medical, dental, and life)
• Flexibility to work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and a reimbursement to outfit your work-from-home space!)
• Fun virtual office environment and passionate team
• Online Subscription to Headspace, a digital meditation platform
• Meaningful work at an organization that is saving the lives of LGBTQ young people across America every day