The Trevor Project is hiring a
Crisis Services Shift Supervisor

Summary

This role will be a key resource for our community of counselors/specialists, ensuring they provide life-affirming support to Text, Chat, and Lifeline users. The employee will serve as the subject matter expert, providing guidance on process/issue resolution, assisting in coordinating team activities, and offering mentorship. The role requires a high school diploma or equivalent, 1-2 years of experience in crisis care, contact center, or customer service, shift supervisor experience in a crisis care setting, proficiency in spoken and written English, strong communication skills, demonstrated commitment to self-care, resilience, adaptability, knowledge of LGBTQ+ issues, and ability to engage in healthy productive dialogue. The role offers comprehensive health insurance, retirement benefits, generous vacation, employee assistance program, mental health office coverage, online mindfulness and meditation platform subscription, and professional development trainings.

Requirements

• High School diploma or equivalent
• 1-2 years experience in a crisis care, contact center, or customer care setting
• Shift Supervisor experience in a crisis care / contact center setting demonstrating the ability to prioritize multiple situations of varying intensity levels
• Proficiency in spoken and written English with strong communication and active listening skills
• Demonstrated commitment to self-care and well-being, with an understanding of the importance of personal resilience in crisis intervention work
• Strong resilience and adaptability in handling crisis situations, with the ability to remain calm and provide effective support during challenging circumstances
• Demonstrated ability to engage in healthy productive dialogue when navigating concerns / feedback about policy, structural and organizational change in crisis work
• Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth

Responsibilities

• 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