Manager, Continuous Improvement

Summary

Join The Trevor Project as their Manager of Continuous Improvement, overseeing the development and implementation of projects, policies, and initiatives across Lifeline and Digital crisis services. This remote role, based in the continental US, Alaska, or Hawaii, will support AAS accreditation requirements, partner with leaders across departments, and drive innovation for high-quality services to LGBTQ+ youth. Responsibilities include leading program improvement projects, ensuring policies reflect best practices, and maintaining documented procedures and resources. The ideal candidate will have a Master's degree in Public Health or a similar field, along with experience in policy writing, database management, and leading teams. The Trevor Project offers a competitive salary and benefits package, including comprehensive health insurance, a 403(b) retirement plan, generous paid time off, and remote work options.

Requirements

• Masters in Public Health or similar degree
• Proficiency in: Zendesk, at least 2 years experience in content management and the ticketing process
• Salesforce, at least 1 year experience in using Salesforce
• Google Suite
• 2+ years of writing policies & protocols that support the crisis intervention experience, ideally across the crisis care continuum (including code of ethics and confidentiality policies)
• Intermedite experience in database management, ideally resources specific to crisis intervention and suicide prevention
• Experience in healthcare, behavioral health, or other human services setting and/or training, supporting diverse populations, including those from marginalized and underrepresented backgrounds
• Advanced skills of empathy and understanding for consumers of crisis services
• Experience leading, developing, coaching, and managing the performance of direct reports, or experience training and mentoring others
• Ability to work, communicate, and collaborate effectively with individuals and teams at all levels, both internally and externally
• Attention to detail and accuracy in all work
• Planner and problem-solver with ability to prioritize and achieve strategically, even in spaces of ambiguity and under tight timelines
• Proficiency in spoken and written English

Responsibilities

• Lead, develop, coach, and manage Continuous Improvement Associates Coordinators, providing clear expectations and directives to support initiatives across the vertical
• Creation of policy & protocols that reflects best practices, organizational values, and provides a consistent & high quality experience for our contacts & counselors in both Classic & 988
• Support the creation and evolution of initiatives that impact the Crisis Intervention vertical. These could be tech projects, counselor engagement and performance initiatives, or the creation of a policy that has a direct impact on the quality of the service
• Work closely with department leaders on Lifeline and Digital crisis services to ensure consistent standards are applied on a day-to-day basis by those programs
• Ensure there are documented procedures & resources in place to support staff, volunteers and contacts
• Evaluate the effectiveness of H2CS resources in catering to the diverse needs of the community, including assessing the representation of culturally specific resources and their accessibility
• Support training initiatives that provide ongoing professional development to ensure that specialists are well-equipped to facilitate effective collaborations and referrals within the crisis care continuum
• Participate in and/or develop tactics to improve performance for both counselors and staff members who provide direct services
• As needed, cover responsibilities within crisis services, such as serving as the on-call consultant, conducting counseling or supervision shifts, supporting counselor training, and filing mandated reports
• Speak clearly and inspirationally about the life-saving work that we do at Trevor every day
• Demonstrate fair, ethical, and equitable business practices
• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines
• Work, communicate, and collaborate effectively with others
• Demonstrate attention to detail and accuracy in all work
• Demonstrate a commitment to fostering and maintaining an environment of belonging
• Other relevant duties and responsibilities as assigned

Preferred Qualifications

Preferable, experience in working to meet AAS accreditation standards, and SAMHSA expectations for 988 call centers

Benefits

• Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)
• 403(b) retirement plan with 3% match
• Generous vacation and 13 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays and three half-day Fridays during the summer
• Employee Assistance Program to help with confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support
• In-network mental health office and virtual visits are covered at 100%, and out-of-network visits are covered at an enhanced level
• Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and reimbursement to outfit your work-from-home space!)
• Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high-quality on-demand courses
• Online Subscription to Headspace, a digital mindfulness and meditation platform