Jul 11, 2019

Director of Lifeline

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

Job Description

The Director of Lifeline serves as the primary leader of The Trevor Project’s 24/7 crisis support line. Day-to-day responsibilities include leading the team and ensuring that we provide LGBTQ youth with high-quality and effective support. Long-term responsibilities include overseeing the performance and development of the Lifeline team (including staff and volunteers) and 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 Director 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 volunteers and place a premium on customer service   
  • 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   
  • 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 and inspire a team and ensure they are accountable to team and organizational KPIs and metrics as we work to serve even more young people   
  • Oversee priority projects, providing clear input on some and leading on others   
  • Ensure professional development and continued engagement of all members of the Lifeline team   
  • Work with other leaders and teams within crisis services on department-wide strategy and decision-making   
  • Ensure the implementation of quality measures    
  • Drive innovation as Trevor efficiently expands to serve even more youth at an even higher level of quality    
  • Ensure the positive experience and the performance of the hundreds of counselors who are a linchpin of our life-saving work, including both crisis workers and volunteers   
  • Ensure that the user experience for LGBTQ youth is consistent, high-quality, effective, and efficient    
  • 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   
  • Serve as the main point of contact with other teams, including: serving as the primary partner with the technology team, working directly with the training team to discuss trends and implications for counselor training, and working with the communications team to raise the public presence of this life-saving service   
  • Represent The Trevor Project in speaking engagements, conferences, and in other educational spaces   
  • Speak clearly and inspirationally about the life-saving work that we do at Trevor every day     



  • Generous vacation and holidays (like a full day off to celebrate Harvey Milk Day!) and summer Fridays    
  • 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 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. 


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