Team Lead - Crisis Services

Summary: The Team Lead oversees operations for TrevorText, TrevorChat, and TrevorLifeline, ensuring 24/7 crisis services for LGBTQ+ youth. You will manage a team of 5+ years of direct service staff, providing coaching, feedback, and accountability for performance, while upholding the organization’s mission and values. Non-traditional schedule required, including late nights, early mornings, and weekends.

Roles and Responsibilities:

• Lead, develop, coach, and manage a team of direct reports, ensuring team accountability, strategic alignment, and results.
• Evaluate total performance, set individual improvement goals, track performance, and conduct performance evaluations and discipline.
• Audit daily work for quality and productivity, delivering real-time feedback for performance improvement.
• Lead shift queue management, monitor counselor status, and direct conversation transfers.
• Support staff questions, debriefing, and escalations as needed.
• Ensure completion of shift-related activities, including timesheets, attendance tracking, and abuse report filings.
• Review and update process and procedure documentation for operational efficiency.
• Develop and facilitate training for new and re-engaging counselors through monitored shifts and chat/text observation.
• Complete administrative and quality assurance tasks, such as case reviews, audits, and database management.
• Communicate with third parties (e.g., law enforcement, child welfare agencies) on safety concerns and child abuse matters.
• Support operational needs by taking direct service crisis conversations during high-volume periods.
• Demonstrate fair, ethical, and equitable business practices.
• Learn eagerly, share knowledge, and improve continuously.
• Demonstrate successful planning, problem-solving, multitasking, and collaboration.
• Demonstrate attention to detail and accuracy in all work.
• Commit to fostering an environment of diversity, inclusion, and belonging.
• Perform other relevant duties as assigned.

Minimum Qualifications:

• A Master’s degree in social work, counseling, psychology, or related fields OR 5+ years of experience in a crisis care setting or relevant professional experience.
• License in Clinical Social Work (LiCSW) or similar certification preferred.
• 2+ years of supervisory experience in a crisis care/contact center setting, demonstrating positive group dynamics, performance evaluation, and goal-setting.
• Proficiency in spoken and written English with strong communication and active listening skills.
• Demonstrated knowledge of LGBTQ+ issues and challenges faced by LGBTQ+ youth.
• Familiarity with crisis management protocols, including communication with third parties and mandatory reporting.
• Experience with administrative and quality assurance tasks, including case reviews, audits, and database management.
• Commitment to staff wellness with a trauma-informed approach.
• Strong resilience and adaptability in crisis situations.
• A quiet, private work environment with high-speed internet access (10Mb down/5Mb up).