Principal Crisis Worker

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer suicide prevention and crisis intervention counseling to LGBTQ+ youth across the nation through text, chat, or phone calls.

• Successfully complete mandatory training, including a ramp plan for expanded responsibilities, and adhere to performance standards regarding handle time and utilization as outlined by leadership for the Principal Crisis Worker role.

• Fulfill weekly direct service hours as directed by crisis intervention leadership, with the expectation that approximately 50% of time will be dedicated to direct service and 50% to administrative tasks, subject to evolving business needs.

• Comply with all protocols and procedures related to taking time off.

• Follow on-shift guidance and collaborate with a team of Crisis Counselors (both volunteer and staff).

• Independently navigate most conversations with LGBTQ+ youth, while receiving support from on-shift leaders.

• Establish trust and create a safer environment for youth to discuss issues regarding sexuality, gender identity, and suicidal thoughts.

• Review and respond to performance and quality feedback from leadership. Assist in training new and returning counselors through activities such as facilitating monitored shifts (listen-ins) and observing chat/text interactions.

• Oversee crisis conversations and provide expert real-time support to counselors aiding LGBTQ+ youth in distress.

• Foster a culture of continuous learning by offering actionable feedback to Crisis Counselors (both volunteer and staff) through real-time mentoring, debriefs, feedback sessions, and emotional support as they assist LGBTQ+ youth in crisis.

• Manage queue operations by accepting and/or directing conversation transfers, with support from on-shift leadership.

• Carry out administrative and quality assurance tasks, including case reviews, case record audits, updates, and database management.

• Communicate with third parties, including law enforcement and child welfare agencies, regarding urgent safety issues and child abuse, as dictated by protocols and policies.

• Assist leadership in identifying and articulating daily operational and service quality feedback for prioritization.

• Exhibit fair, ethical, and equitable business practices.

• Demonstrate eagerness to learn, share knowledge appropriately, and pursue continuous improvement.

• Showcase effective planning and problem-solving abilities, including multitasking and performing well under tight deadlines.

• Collaborate, communicate, and work effectively with others.

• Display attention to detail and accuracy in all tasks.

• Commit to fostering and maintaining a sense of belonging in the workplace.

• Perform other relevant duties and responsibilities as assigned.

⛳️ Requirements

• A Master’s degree in social work, counseling, psychology, or related fields OR 5+ years of experience in a crisis care environment or other relevant professional background OR 1+ year as a Sr. Crisis Worker OR 2+ years as a Crisis Worker at The Trevor Project.

• Proven ability to meet or exceed performance expectations in previous or current Crisis Work positions.

• Demonstrated capacity to provide peer leadership within a crisis care setting.

• Proficient in spoken and written English, possessing strong communication and active listening skills.

• Strong commitment to self-care and well-being, recognizing the significance of personal resilience in crisis intervention roles.

• High resilience and adaptability in managing crisis situations, maintaining composure in challenging scenarios.

• Solid understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth.

• Access to a quiet, private workspace with high-speed dedicated broadband internet (minimum 10Mb down/5Mb up).

🏝️ Benefits

• Comprehensive health coverage, including plans that cater to various gender affirmation care needs.

• Mental health resources, featuring access to virtual care and a variety of in-network and out-of-network support options.

• A 403(b) retirement plan with a 3% employer match, vesting over three years.

• Generous paid time off and company holidays for rest and rejuvenation.

• Employee Assistance Program (EAP) providing confidential emotional support, work-life solutions, financial and legal guidance, and online resources.

• Flexible remote work options from anywhere within the continental U.S., Alaska, or Hawaii, including provided technology, home office setup reimbursement, and monthly internet reimbursement.