Team Lead
New
T
The Trevor ProjectCrisis intervention
This role will be remote in the continental United States, Alaska, or HawaiiFull-TimeLead
SalaryAt least 70,000 USD per year
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Job Details
- Languages
- Proficiency in spoken and written English
- Experience
- 5+ years experience in a crisis care setting or other relevant professional experience; 2+ years supervisory experience in a crisis care / contact center setting highly preferred
- Required Skills
- Quality AssuranceActive listening
Requirements
- Master's degree in social work, counseling, psychology, or a related area of study, or 5+ years of experience in a crisis care setting or other relevant professional experience.
- 2+ years of supervisory experience in a crisis care or contact center setting is highly preferred.
- A license in Clinical Social Work (LiCSW) or similar certification is preferred.
- Proficiency in spoken and written English, with strong communication and active listening skills.
- Knowledge and understanding of LGBTQ+ issues, including challenges faced by LGBTQ+ youth.
- Familiarity with crisis management protocols, third-party communication, safety concerns, and mandatory reporting requirements.
- Experience with administrative and quality assurance tasks, including case reviews, audits, updates, and database management.
- Commitment to staff wellness and a trauma-informed approach.
- Resilience and adaptability in crisis situations, with the ability to remain calm and provide support.
- A quiet, private work environment and dedicated high-speed broadband internet access of at least 10Mb down/5Mb up.
- Availability for a non-traditional schedule that includes late nights, early mornings, and/or weekends.
Responsibilities
- Lead, develop, coach, and manage a team of direct reports, ensuring accountability, strategic alignment, and results.
- Evaluate team performance, set and track improvement goals, conduct performance reviews, and address performance expectations.
- Audit direct service staff work for quality and productivity, and provide real-time feedback.
- Manage shift queues by monitoring counselor status and directing conversation transfers.
- Support staff questions, debriefing, and escalations.
- Complete shift activities, including timesheets, attendance tracking, and submitting outstanding abuse reports.
- Review and contribute to process and procedure documentation.
- Develop and facilitate training for new and re-engaging counselors, including monitored shifts and chat/text observation.
- Complete case reviews, case record audits, updates, and database management as needed.
- Communicate with law enforcement and child welfare agencies on imminent safety concerns and child abuse when required by protocol.
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