Chief Crisis Intervention Officer

About Trevor:

The Trevor Project is the leading suicide prevention and Crisis Intervention organization for LGBTQ+ young people. Our non-profit provides 24/7 life-saving support via phone, text, and chat.  We also operate the world's largest safe space social networking site for LGBTQ+ youth and run innovative research, education, and advocacy programs. We've been saving lives every day for over 20 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.

Reports to: Acting Chief Operating Officer

Eligibility:  Applicants and staff must be permanently authorized for employment in the United States.  The Trevor Project will not sponsor employment authorization for this position.

Supervisory Role: Yes

Classification: Exempt Full Time

Shift (if applicable): 9:00 am-6:00 pm local time

Union Eligible?  No

Salary Range: $240,000-$300,000/year

Summary: 

This role will oversee The Trevor Project's crisis services programs for LGBTQ youth via phone, text, and chat, including developing tools and training curriculum, policies, and procedures to drive forward the delivery of Trauma-Informed Care to ensure that quality and comprehensive service is delivered on all levels.  You will provide oversight and leadership to a staff of service leaders and their teams by providing clinical leadership, standardizing protocols, developing strategic goals, and contributing to the recruitment and retention of clinical staff.   You will promote inter-departmental collaboration, working closely with other departments using a balanced and collaborative approach. You will also partner with The Trevor Project's affiliates to ensure continuity of care and serve as a visible leader advocating for LGBTQ mental health.

Roles and Responsibilities

• Oversee The Trevor Project's 24/7 crisis services, delivered via phone, text, and chat, through our direct contact options or 988 services. 
• Lead, develop, coach, and manage a team of direct reports, ensuring team accountability, strategic alignment, and results.
• Deploy resources efficiently and effectively toward organizational goals, work with staff to balance workload and effort, and provide ongoing feedback so that staff can continuously improve their supervision and mentoring skills. 
• In collaboration with the executive team, play a key role in the organization's overall development, strategic planning, service delivery, and management, ensuring that we remain fully compliant with accreditation standards.
• Scale to serve the number of LGBTQ youth we serve on our crisis services while working to improve our quality of care. 
• Oversee trauma-informed grant-funded clinical initiatives and ensure delivery of services and appropriate and timely reporting.
• Actively participate in the organization's safety programs by identifying potential risks and promoting client and environmental safety.
• Provide administrative and clinical leadership to program managers to support and develop the provision of services to deliver high-value care that is financially feasible and sustainable.
• Partner with our technology team to constantly iterate on our leading-edge platform and continually improve the user experience for youth, volunteers, and staff. 
• Use data to evaluate and monitor our performance and ways to improve our operations' effectiveness and efficiency, including integrating best practices from other leading organizations. 
• Speak about The Trevor Project's clinical operations at leading conferences and to the press. 
• Other relevant duties and responsibilities as assigned

Minimum Qualifications

• Minimum Bachelor's degree, plus at least 15 years of relevant experience managing large teams and operations in a call or contact center focused on human services.
• Proficiency in 
• Delivery of a high degree of client service to callers, including developing and constantly driving quality improvement 
• Reporting and program measurement and evaluation.
• Experienced supervisor of a team with proven success in training, leading, coaching, developing, and managing the performance of direct reports.  
• Demonstrated successful planning and problem-solving skills, with proven ability to multitask and work well within tight timelines
• Demonstrated strong decision-making and critical thinking skills
• Professional proficiency in spoken and written English
• Demonstrated ability to work, communicate, and collaborate effectively with individuals and teams at all levels, both internally and externally
• Attention to detail and accuracy in all work
• Demonstrated commitment to fostering and maintaining an environment of diversity, inclusion, and belonging.
• Proven ability to lead with empathy, showing courage and compassion when making decisions
• Demonstrated fair, ethical, and equitable business practices
• Track record of inspiring and fostering collaboration and partnerships 
• Proven creator of spaces that are supportive and affirming to all
• Demonstrated success in learning eagerly, sharing knowledge generously, and improving continuously

$240,000 - $300,000 a year

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

403(b) Retirement Plan with the flexibility of pre-tax or Roth contributions, accompanied by a 3% contribution match. With Guided Portfolio Services or Do It Myself investment options, you can take control of your secure financial future.

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 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

The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law or policy. The Trevor Project complies with all applicable laws regarding equal opportunity in employment.

The Trevor Project is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please submit a request  here.  Please do not disclose medical information in this form-this information will be viewed only by our benefits team and will remain secure. This form is only for those requiring a reasonable accommodation to participate in the job application or interview process. This form is not an application - you must still apply through The Trevor Project careers website.