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The Trevor Project · 10 hours ago

Senior Manager of Crisis Operations

United States

Full-time

Remote

Mid, Senior Level

$90K/yr - $120K/yr

6+ years exp

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. The Senior Manager of Crisis Operations will oversee crisis services programs, ensuring high-quality support for LGBTQ+ youth through effective management and operational oversight.

LGBTNon ProfitWellness

No H1B

Responsibilities

Lead, develop, coach, and manage a Program Operations, including Operations Managers as they coach direct service staff, ensuring team accountability, strategic alignment, and results

Oversee the day-to-day operations of a Crisis Services program, including staffing, scheduling, hiring, evaluation, training, performance management, and quality improvement

Evaluate total program performance, set team improvement goals for Managers, ensure performance is tracked, assess work performance of the team and identify improvements, performance evaluations, holding staff accountable for performance expectations and delivering performance reviews and discipline

Audit program metrics to monitor for quality and productivity opportunities and deliver real-time feedback toward performance improvement

Identify and lead innovation initiatives to improve processes and procedures to ensure they are up-to-date and operationally efficient, liaising with other organization leaders to affect progress

Develop and facilitate training for our new and re-engaging counselors through training activities such as facilitating monitored shifts (listen-ins) and chat/text observation

Lead change initiatives and team communication strategies effectively to ensure smooth transitions and organizational alignment

Collaborate with other leaders within Crisis Intervention vertical to lead continuous improvement in crisis service operations and professional development and ongoing engagement initiatives for team growth and resilience

Ensure compliance with relevant policies and procedures, maintaining the highest standards of care

Act as an On-Call Manager or On-Call Consult, as needed, and provide additional operational support through crisis intervention or supervisory shifts

If needed, support operational contacts and workflows, complete administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management

If needed while supporting direct service, communicate with third parties, including law enforcement and child welfare agencies, on matters of imminent safety concerns and child abuse, when necessary as required by protocol and policies

In the event of excessive crisis contact volume, take direct service crisis conversations

Demonstrate fair, ethical, and equitable business practices

Learn eagerly, share knowledge appropriately, and improve continuously

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 and trauma-informed culture

Other relevant duties and responsibilities as assigned

Qualification

Crisis managementProgram operations managementLGBTQ+ issues knowledgeClinical Social Work licensePerformance managementTraining developmentResilienceCommunication skillsTeam collaborationAttention to detailProblem-solving skillsAdaptability

Required

Master's degree in social work, counseling, psychology or other related areas of study OR 6+ years experience in a crisis care setting or other relevant professional experience

License in Clinical Social Work (LiCSW) or other similar certification preferred

6+ years management experience in a crisis care / contact center setting demonstrating the ability to promote positive group dynamics, evaluate performance, set goals, ensure performance is tracked, highly preferred

Proficiency in spoken and written English with strong communication and active listening skills

Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth

Familiarity with crisis management protocols, including direct communication with third parties such as law enforcement and child welfare agencies, following protocol for situations involving safety concerns and mandatory reporting requirements

Experience with administrative and quality assurance tasks, including case reviews, audits, updates, and database management to maintain high operational standards

Demonstrated commitment to staff wellness, with a trauma-informed approach, recognizing and addressing the unique challenges and stressors that employees face 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

A quiet, private work environment with high-speed dedicated broadband internet access (minimum 10Mb down/5Mb up)

Benefits

Comprehensive health coverage, including plans that support various gender affirmation care needs

Mental health resources, with access to virtual care and a variety of in and out of network options for support

403(b) retirement plan with a 3% employer match, vesting over three years

Generous paid time off and company holidays to rest and recharge

Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources

Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement