REMOTE – UNITED STATES /
CRISIS SERVICES – CRISIS SERVICES /
FULL TIME
/ REMOTE
The Trevor Project is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please complete the form at the following link: Trevor Candidate Accommodation Request Form
This form is only for accommodation requests for the interview process and we will not respond through this channel to requests for application status or to third party recruiting vendors.
About Trevor
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ young people. We are a non-profit that provides 24/7 life-saving support via phone, text, and chat. We also operate the world’s largest safe space social networking site for LGBTQ youth, and run innovative research, education, and advocacy programs. We’ve been saving lives every day for over 20 years.
Please note: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
This is a union position. The Trevor Project recently voluntarily recognized The Communications Workers of America (CWA) as the representative of certain employees for collective bargaining purposes, and this position is in the bargaining unit. The Trevor Project is currently negotiating the first collective bargaining agreement with the union that will cover the terms and conditions of employment for this position.
Role: 988 Crisis Services Shift Supervisor
Reports to: Manager of Crisis Services
Location: This role will be remote in the continental US, Alaska, or Hawaii
Hours: Full time
Shift: Available shifts are
5:50pm-2:20am ET
9:50pm-6:20am ET
12:50am-9:20am ET
Salary: $28.00 per hour (plus $2/hour for hours worked between 11 pm and 7 am local time)
Applications must be received by 5pm ET, September 22, 2023.
About 988
The 988 Suicide & Crisis Lifeline is a United States-based suicide prevention network that provides 24/7 service via a toll-free hotline with the number 9-8-8. It is available to anyone in suicidal crisis or emotional distress.
Overview of the Role
The Shift Supervisor will be a key resource to our community of counselors/specialists, ensuring that they are providing the best possible life-affirming support to our Text, Chat, and Lifeline users. In this role, You will serve as the subject matter expert, providing guidance around process/issue resolution and assisting 988 Crisis Services Leads in coordinating team activities to ensure best practices, safety and quality assurance expectations, and service delivery goals are met. You’ll provide technical coaching, training, mentoring and team engagement.
This is a full time position (40 hours/week) Sunday to Saturday. Those in this role should remain flexible to support other shifts based on business needs. This is a non-exempt, overtime eligible role with supervisor request and approval.
Who You Are
- Experienced Demonstrated knowledge, cultural competency of the youth we serve, and proven successful performance through coursework or relevant professional experience in a crisis care,contact center, or customer care setting.
- Leader Demonstrated top performer within a team, with formal or informal experience mentoring and supporting other colleagues in their own performance.
- Collaborator Experienced in fostering an environment where different opinions and approaches can be entertained, considered, and appreciated while working as a team to find a resolution
- Communicator Proven skill in distilling complex information into compelling, easily digestible narratives; presents information in an inspiring and persuasive way
- Service Delivery and Adaptability Demonstrated commitment to outstanding internal and external service to our colleagues, the individuals we serve, our donors, and those with whom we collaborate and communicate.You have proven success in maintaining compassion in the midst of stressful situations, and experience in balancing the intensity of work and mission with self-management and care
- Process and Deliverable Orientation: Demonstrated successful organizational, time, and task management skills with an ability to prioritize amongst competing priorities
- Mission and Culture Aligned: Demonstrates awareness and support for The Trevor Project’s mission and vision: to end suicide and address mental health crises in the LGBTQ youth community, and create a world where all LGBTQ young people see a bright future for themselves.
What You’ll Do
- Provide guidance to reference tools to assist specialists in properly supporting our contacts through multiple channels
- Facilitate team training and reviewing new processes/changes in team meetings.
- Share best practices and tools that support our specialist when handling difficult conversations with youth (cases of high or imminent risk, abuse, violent intent).
- Provide mentorship to those who need extra support on their calls/text/chats. Mentor through shadowing and conversation review or listening to help build confidence.
- Offer real-time support and coverage as needed to our counselors as they support LGBTQ youth in crisis.
- Identify knowledge gaps or team opportunities and collaborate with other Team Leads on small-scale solutions.
- Support contacts on the phone/text/chat lines regularly during peak volume or as business needs deem necessary.
- Maintain proficiency in all technical applications (technical skills and system knowledge).
- Assist with administrative tasks, including but not limited to; pulling reports to monitor crisis conversations, quality, time, attendance, or other functions as necessary.
- Facilitate New Counselor Shifts and mentor counselors in training.
- Regularly document feedback on Counselors to be coached by Supervisors or, as applicable, given directly to the Counselor.
- Partner with other Shift Supervisors and Leads on driving critical deliverables.
- Call the On-Call Consult for on-shift clinical support as necessary.
- Call in Active Interventions/Abuse Reports to Emergency Services and/or child welfare agencies when required for youth safety and legal/moral due diligence.
$28 – $28 an hour
Why Trevor?
A career that truly makes a difference in the lives of LGBTQ young people–every single day
Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)
Flexible Spending Accounts
Employee Assistance Program to help with confidential emotional support, work life solutions, financial solutions, legal assistance, or online support