The world's largest suicide prevention and mental health organization for LGBTQ young people.

Crisis Services Operations Manager

OperationsOperationsFull TimeRemoteTeam 501-1,000Since 1998H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

33 days ago

Salary

$75K - $90K / year

6 yrs expExperience acceptedEnglish

Job Description

• A Manager of Crisis Operations has direct oversight and responsibility for Classic team operations which support TrevorText, TrevorChat, and TrevorLifeline (our life-affirming crisis services programs for LGBTQ+ youth). • You will oversee Crisis Operations Team Leads as they lead 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 team performance across core service KPIs, and drive impact to those KPIs by providing coaching, feedback, and development to Team Leads to affect growth in their teams. • Managers oversee day-to-day operations, ensuring efficient service delivery while driving innovation and best practices within crisis intervention. • Our crisis services operate 24/7 and Operations Managers may be expected to flex toward a non-traditional schedule that could include late nights, early mornings, and/or weekends, as needed.

Job Requirements

Master’s degree in social work, counseling, psychology or other related areas of study OR 6+ years experience in a crisis care setting or other relevant professional experience.
License in Clinical Social Work (LiCSW) or other similar certification preferred
6+ years management 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)

Benefits

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