Principal Crisis Worker

Role

Principal Crisis Worker

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

Team Lead, Crisis Services

Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role.

Nonexempt Full Time

Yes

$30-$32 per hour

Our Crisis Workers do the work Trevor was founded to do: supporting LGBTQ youth who need someone to talk to. A Principal Crisis Worker is primarily responsible for supporting LGBTQ+ youth on Trevor Text, Trevor Chat, or Trevor Lifeline (our life‑affirming crisis services programs for LGBTQ+ youth). In addition to providing expert direct crisis counseling, Principal Crisis Workers are responsible for providing real‑time support to other Crisis Workers through peer mentoring during high‑risk engagements.

Staff also perform key administrative tasks (including engaging with third parties) required to provide high‑quality, continuous crisis support.

• Provide suicide prevention and crisis intervention counseling to LGBTQ+ young people nationwide via text, chat, or phone calls.
• Successfully complete mandatory training including ramp plan for expanded responsibilities; adhere to performance measures with regard to handle time and utilization as defined by leadership for a Principal Crisis Worker position.
• Complete weekly direct service time as directed by crisis intervention leadership, with additional time spent conducting administrative tasks (currently anticipated to be ~50% direct service and ~50% contact monitoring on average, and dependent on evolving business need).
• Follow all protocols and procedures related to taking time off.
• Adhere to on‑shift and all other guidance provided by on‑shift leader and work with a team of Crisis Counselors (Volunteer and Staff).
• Navigate most conversations with LGBTQ+ young people independently, with support from on‑shift leaders.
• Build trust and provide a safer space for youth to explore issues surrounding sexuality, gender identity and suicidal ideation.
• Review and respond to performance and quality feedback from leadership; assist with training for our new and re‑engaging counselors through training activities such as facilitating monitored shifts (listen‑ins) and chat/text observation.
• Monitor Crisis conversations and provide expert real‑time support to counselors as they support LGBTQ+ youth in crisis.
• Promote a culture of continued learning by providing actionable feedback to Crisis Counselors (Volunteer and Staff) through real‑time mentoring, debriefs, feedback, and emotional support.
• Support queue management by accepting and/or directing conversation transfers, with the support of on‑shift leadership.
• Complete administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management.
• 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.
• Assist leadership with identifying and voicing daily operational and service quality feedback for prioritization.
• 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.
• Other relevant duties and responsibilities as assigned.

• Master’s degree in social work, counseling, psychology or other related areas of study OR 5+ years experience in a crisis care setting or other relevant professional experience OR 1+ year as a Sr. Crisis Worker OR 2+ years as a Crisis Worker at The Trevor Project.
• Demonstrated ability to meet or exceed performance expectations of prior and/or current Crisis Work position(s).
• Demonstrated ability to provide peer leadership in a…