The Trevor Project Hiring for Crisis Services Quality Coordinator at Remote Full Time

Who You Are

• Experienced Demonstrated knowledge, cultural competency of the youth we serve, and proven successful performance through coursework or relevant professional experience in a crisis care,contact center, or customer care setting
• Collaborator Experienced in fostering an environment where different opinions and approaches can be entertained, considered, and appreciated while working as a team to find a resolution
• Communicator You are good with your words and others enjoy speaking with you. You communicate well in person and in writing. You understand that being a good communicator requires active listening. Excellent, fast, and nuanced written communication is crucial
• Service Delivery and Adaptability Demonstrated commitment to outstanding internal and external service to our colleagues, the individuals we serve, our donors, and those with whom we collaborate and communicate.You have proven success in maintaining compassion in the midst of stressful situations, and experience in balancing the intensity of work and mission with self-management and care
• Mission and Culture Alignment Demonstrates awareness and support for The Trevor Project’s mission and vision: to end suicide and address mental health crises in the LGBTQ youth community, and create a world where all LGBTQ young people see a bright future for themselves.
• Organized and efficient. You know how to manage multiple cases and s. You can communicate clearly and concisely and are able to work with minimal supervision.

What You’ll Do

• Complete regular evaluations of crisis conversations to meet contractual requirements and measure quality of service.
• Collaborate and partner with their manager and peers to identify quality trends and opportunities for quality improvement.
• Deliver written and verbal feedback and dialogue with counselors following critical review of conversations for quality.
• Share best practices and tools that support our specialist when handling difficult conversations with youth (cases of high or imminent risk, abuse, violent intent).
• Support projects led by team Associates and Managers to improve service processes and quality processes.
• Provide mentorship to those who need extra support on their calls/text/chats. Mentor through shadowing and conversation review or listening to help build confidence.
• Support contacts on the phone/text/chat lines regularly during peak volume or as business needs deem necessary.
• Maintain proficiency in all technical applications (technical skills and system knowledge).
• Assist with administrative tasks, including but not limited to; pulling s to monitor crisis conversations, quality, or other functions as necessary.
• Call the On-Call Consult for on-shift clinical support as necessary.
• Call in Active Interventions/Abuse s to Emergency Services and/or child welfare agencies when required for youth safety and legal/moral due diligence.

Why Trevor?

• A career that truly makes a difference in the lives of LGBTQ young people–every single day
• 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)
• Flexible Spending Accounts
• Employee Assistance Program to help with confidential emotional support, work life solutions, financial solutions, legal assistance, or online support
• Generous vacation and 12 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays , and three half-day Fridays during the summer
• Pet insurance
• Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and a 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