Jul 11, 2019

Crisis Services Manager of Digital Counselors

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

Job Description

The Crisis Services Manager of Digital Counselors is responsible for overseeing 15-25 part-time staff located throughout the country who directly support LGBTQ youth reaching out to Trevor’s digital crisis services as well as the hundreds of volunteer counselors who give their time to support youth in crisis. This includes overseeing day-to-day operations involving the staff and quality assurance. The Manager will be focused on managing and improving the volunteer experience to increase retention, quality of care, and satisfaction. This person will work with other managers and organization leaders to continually improve The Trevor Project’s crisis services programs. As needed, the manager will also fulfill responsibilities typically covered by other staff, such as serving as the on-call consult, supervising digital shifts, supporting counselor trainings and filing mandated reports.   


Who you are:   

  • Role model and leader. You are a dedicated mentor and compassionate leader for your staff and colleagues alike. You have experience managing people and tasks (including remotely) and can inspire others to do their best work  
  • Operations guru. You’re not phased by complex operations with interdependent parts. You have demonstrated success running efficient and effective operations  
  • Action-oriented. You know how to get things done. You can move quickly and efficiently. You love to set challenging goals and then develop plans to deliver and achieve them   
  • 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  
  • Empathetic. Your care for the safety and well-being of our staff and the youth we serve shines through everything you do  
  • Self aware. You are someone who understands that suicide prevention work is difficult and sometimes taxing. You know how to employ positive self-care and coping skills to keep you strong and engaged  
  • Organized and efficient. You know how to manage multiple projects. You can communicate clearly and concisely. The moment you see a problem, you quickly come up with solutions and then implement them  
  • 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!  
  • Team player. You love collaborating. You dig learning from your peers. You’re great at getting and giving respectful and productive feedback   
  • Tech savvy. You have significant experience working with technology and have a digital-first mindset. You know how to work with both tech and product teams to achieve world-class results  
  • Upbeat and fun. You are overflowing with positive energy and you make people around feel happy just by you being you. The work we do is serious but we know how to have a good time and you should too  
  • 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 coach a staff of 15-25 remote crisis workers who directly support LGBTQ youth in crisis as well as managing a large number of volunteer counselors  
  • Oversee the volunteer experience for digital counselors, including retention, quality, and engagement   
  • Oversee scheduling of crisis workers and hundreds of volunteer counselors to ensure coverage on our life-saving services  
  • Work with crisis services team and organizational leaders to ensure crisis workers are performing at a high level and incorporating best practices into their work  
  • Communicate with other managers and leadership to ensure crisis workers are performing all additional tasks expected on their shifts  
  • Analyze data and lead innovations to improve Trevor’s crisis services operating model  
  • As needed, cover responsibilities within crisis services, such as serving as the on-call consult, directly supervising digital shifts, supporting counselor trainings, and filing mandated reports   



  • 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.   


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