Team Lead

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

📋 Description

• Supervise operational support for crisis service programs including TrevorText, TrevorChat, and TrevorLifeline.

• Lead, mentor, coach, and manage a team of direct reports.

• Ensure accountability within the team, align strategies, and achieve results.

• Assess performance, establish improvement objectives, monitor work performance, conduct evaluations, and enforce discipline as necessary.

• Review daily work of direct service staff to ensure quality and productivity.

• Provide immediate feedback aimed at performance enhancement.

• Oversee shift queues by monitoring counselor status and facilitating conversation transfers.

• Address staff inquiries, conduct debriefings, and manage escalations.

• Complete various shift-related tasks including timesheet management, attendance monitoring, and abuse reporting.

• Review and contribute to the documentation of processes and procedures.

• Develop and deliver training for new and returning counselors.

• Conduct case reviews, audits of case records, updates, and manage databases.

• Communicate with law enforcement and child welfare agencies concerning imminent safety issues and child abuse when necessary.

• Engage in direct-service crisis conversations during periods of high contact volume.

• Promote fair, ethical, equitable, diverse, inclusive, and belonging-focused practices.

• Report directly to the Manager of Crisis Services.

⛳️ Requirements

• Master’s degree in social work, counseling, psychology, or a related field OR over 5 years of experience in a crisis care environment or other relevant professional experience.

• Preferred: License in Clinical Social Work (LiCSW) or a similar certification.

• Highly preferred: 2+ years of supervisory experience in a crisis care/contact center environment.

• Proficient in both spoken and written English.

• Excellent communication and active listening skills.

• Understanding of LGBTQ+ issues, including the challenges faced by LGBTQ+ youth.

• Familiarity with crisis management protocols, third-party communication with law enforcement and child welfare agencies, safety issues, and mandatory reporting obligations.

• Experience in administrative and quality assurance activities, including conducting case reviews, audits, updates, and database management.

• Commitment to promoting staff wellness and employing a trauma-informed approach.

• Resilience and adaptability when managing crisis situations.

• Ability to maintain composure and provide effective support during challenging circumstances.

• A quiet, private workspace is required.

• High-speed dedicated broadband internet access with at least 10Mb down and 5Mb up.

• Authorization to work for any employer in the United States.

• Flexibility to work a non-traditional schedule, including late nights, early mornings, and/or weekends.

🏝️ Benefits

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

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

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

• Generous paid time off and company-recognized holidays.

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

• Flexibility to work remotely from anywhere in the continental U.S., Alaska, or Hawaii.

• Technology provided for work purposes.

• Reimbursement for home office setups.

• Monthly internet reimbursement.

• Commitment to equal employment opportunities.

• Reasonable accommodations available for individuals with disabilities.