Manager of Crisis Services Operations

About Trevor:

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years.

Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:

Heart–We care deeply and commit to do what matters

Integrity–We build trust through our words and actions

Community-Together, we are an unstoppable force for good

Belonging-We serve as allies to the mission, and to each other

Progress-We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States. The Trevor Project will not sponsor an employment visa for this position.

Location: This role will be remote in the continental United States, Alaska, or Hawaii

Reports to: Senior Manager of Crisis Operations

Classification: Exempt Full Time

Union Role? No

Salary Range: $75k-$90k

A Manager of Crisis Operations has direct oversight and responsibility for Classic team operations which support Trevor Text, Trevor Chat, and Trevor Lifeline (our life-affirming crisis services programs for LGBTQ+ youth). You will oversee Crisis Operations Team Leads as they lead direct service staff to ensure our counselors are providing the highest quality life-affirming support to our text, chat and phone users.

You will manage team performance across core service KPIs, and drive impact to those KPIs by providing coaching, feedback, and development to Team Leads to affect growth in their teams. Managers oversee day-to-day operations, ensuring efficient service delivery while driving innovation and best practices within crisis intervention. Our crisis services operate 24/7 and Operations Managers may be expected to flex toward a non-traditional schedule that could include late nights, early mornings, and/or weekends, as needed.

• Lead, develop, coach, and manage a team of Team Leads as they coach direct service staff, ensuring team accountability, strategic alignment, and results
• Oversee the day-to-day operations of a Crisis Services team, including staffing, scheduling, hiring, evaluation, training, performance management, and quality improvement
• Evaluate total group performance, set individual improvement goals for Team Leads, 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
• Coach Team Leads on operational goals including shift queue management, operational processes, and any shift related activities are including, timesheets and attendance tracking, filing and submitting outstanding abuse reports
• Review and lead innovation initiatives to improve processes and procedures to ensure they are up-to-date and operationally efficient, including change management efforts.
• 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.
• Collaborate with other leaders within Crisis Intervention vertical to lead continuous improvement in crisis service operations
• Ensure compliance with relevant policies and procedures, maintaining the highest standards of care
• Lead professional development and ongoing engagement initiatives to support team growth and resilience
• 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…