Jul 11, 2019

Crisis Services Manager of Digital Supervisors

  • The Trevor Project
  • Los Angeles, CA, USA
Programs LGBT Medical and Disability Research

Job Description

 

The Manager of Digital Supervisors oversees the supervisors on The Trevor Project’s 24/7 digital crisis services, including TrevorText, TrevorChat, and soon-to-come integrations with social media platforms. Day-to-day responsibilities includes leading the supervision team (of over 15 supervisors) and ensuring that we provide LGBTQ youth with high-quality and effective support. Long-term responsibilities include working with leaders both within the crisis services department and across The Trevor Project to drive innovation so the organization can serve even more youth. The Manager will need to be a strong, tactical manager while also being an inspirational leader. 


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
  • Not easily shaken. 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
  • Flexible. Our crisis services programs are 24/7, so we need life-savers who are able to sometimes work late nights or early morning. Coffee/tea lovers are welcome! 
  • 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 digital supervisors
  • Oversee day-to-day operations of the supervision team, including scheduling, evaluation, and ensuring effective and efficient provision of high-quality service to LGBTQ youth
  • Work with others in the crisis services team and across the organization to ensure staff are performing at a high level and incorporating best practices into their work 
  • Lead professional development and continued engagement of the digital supervisors
  • Ensure the implementation of quality measures 
  • 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 Trevor Project’s digital crisis services 
  • Ensure the program is on the leading edge via innovations and staff professional development 
  • 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!) and summer Friday’s 
  • Comprehensive health insurance (we pay 100% of your premiums for medical, dental, vision, and life) 
  • Fun office environment and passionate team. It’s NBD around here if Jonathan Van Ness or Imagine Dragons drops by our office 
  • The Trevor Project is an equal opportunity employer 
  • Meaningful work at an organization that is saving the lives of LGBTQ young people across America every day 

Your Application: 
We’re excited to hear from you! To join Team Trevor, please upload a resume and cover letter. Applications without cover letters will not be considered. 

Title / Level of Responsibility

Manager

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