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Crisis Services Manager - Digital

General Summary: 

The Crisis Services Manager is primarily responsible for the day-to-day management, volunteer engagement, and operational coordination of TrevorChat and TrevorText.

Essential Duties & Responsibilities:

TrevorChat/Text Volunteer Engagement and Community Building

  • Facilitate planning of monthly volunteer Peer Group Meetings (staff liaison)
  • Coordinate planning of monthly Discussion Groups
  • Create mass mailings and monthly digests for volunteers
  • Manage ongoing volunteer appreciation efforts including mailings and social media campaigns

TrevorChat/Text Administrative

  • Assist coordinators with shift supervision, including filing child abuse reports, communicating with law enforcement, maintaining protocols for reports, and other interventions as needed
  • May be asked to work a minimum of 1 supervision shift per week (as needed)
  • Support Coordinators in completing administrative projects including annual evaluation of counselors
  • Assist in management of chats recorded in TrevorChat database, including consistency of chat notation and proper handling of visitors, including familiar visitors
  • Assist programs leadership with Accreditation and National Suicide Prevention Lifeline Network partnership requirements
  • Coordinate with Training and Education staff to ensure the program is meeting volunteer counselor volume requirements
  • Enforce protocols regarding crisis center quality and efficiency across the platform

Staff Management

  • Oversee management of Crisis Workers’ monthly schedule; keep schedule up to date on switched shifts
  • Manage and update list of caller alerts weekly; posting specific protocols & instructions
  • Conduct 6-month and annual evaluations for Crisis Workers
  • Conduct periodic quality control observation of Crisis Workers
  • Act as primary source of administrative advisement and guidance for same-site staff, including as administrator on-call overnight
  • Manage crisis worker appreciation events and activities
  • Oversee compliance with the Human Resources Department in relation to part-time rules and regulations
  • Consult with Senior Manager regarding performance of same-site Coordinator staff

(Other duties may be assigned at the discretion of the Supervisor.)

Knowledge, Skills, Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job.

  • BA in Psychology, Social Work, Public Health, Education or similar degree required, Master’s degree preferred (MSW, MFT, MPH)
  • Minimum of 3 years’ experience in the field of mental health/crisis services
  • Experience working with youth preferred
  • Ability to communicate effectively and build rapport with a wide variety of audiences
  • A demonstrated commitment to meeting a high-quality standard and a history of accomplishing goals even in the face of challenges or obstacles
  • High level of professionalism with advanced comprehension skills
  • Dedication to teamwork
  • Willingness to work nights regularly as service delivery hours expand, and occasional weekends
  • Ability to work independently and manage multiple tasks
  • Computer literacy, including extensive knowledge of Microsoft Word, Excel, and Power Point
  • Demonstrated experience working in a multicultural environment where commitment to diversity based on race, ethnic origin, gender, age, sexual orientation, gender identity, and physical ability is an important institutional value
  • Strong commitment to The Trevor Project’s mission

Supervisory Responsibilities: 

Supervise Crisis Workers.  May also oversee shift supervisors and program coordinators.

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear.  The employee is occasionally required to lift up to 40 pounds.  The vision requirements include: close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: 

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid outside conditions.  The noise level in the environment is moderate. The employee is required to work some Saturdays, Sunday and evenings.

Note: “The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.”


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