[Hiring] Principal Crisis Worker @The Trevor Project

Role Description

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 TrevorText, TrevorChat, or TrevorLifeline (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.

Roles and Responsibilities:

• 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 the 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 as they support LGBTQ+ youth in crisis.
• 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.

Qualifications

• 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 crisis care setting.
• Proficiency in spoken and written English with strong communication and active listening skills.
• Demonstrated commitment to self-care and well-being, with an understanding of the importance of personal resilience in crisis intervention work.
• Strong resilience and adaptability in handling crisis situations, with the ability to remain calm during challenging circumstances.
• Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth.
• 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.