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Crisis Services Shift Supervisor - Digital

General Summary: 

The Crisis Services Shift Supervisor is primarily responsible for providing live support and guidance to volunteers who support LGBTQ and allied youth in our TrevorChat and TrevorText program; Shift Supervisors may also support LGBTQ youth and allied youth in our TrevorSpace program, as needed.

Essential Duties & Responsibilities: (Other duties may be assigned at the discretion of the Director)

Volunteer Coordination and Management

  • Provide assessments of suicide risk level, and assess for suspected child abuse
  • Provide guidance, constructive feedback, and emotional support to volunteers who are working with youth in crisis
  • Review transcripts received from volunteers; ensure that volunteer work meets quality/performance standards set for the volunteer, which will include risk assessments, adherence to chat model and other protocol, timing of work, and other factors.
  • Oversee volunteer compliance with protocol and policies and ensure that volunteers are fulfilling commitments to their program
  • Manage volunteer compliance with scheduled shifts
  • Share concerns with volunteers regarding problems with performance, plans for improvement, boundary violations, or other concerns; communicate progress or concerns to Director
  • Work with law enforcement and child welfare agencies
  • Monitor counselors not meeting performance goals, and communicate counselor issues with other staff as needed
  • Conduct ongoing, 6-month and/or annual review procedure for volunteers, as assigned 

Training and On-Going Education

  • Participate in brainstorming sessions for updates to Refresher trainings, changes to policies and/or training manuals
  • Lead role-plays with volunteers during training, and schedule remedial training as needed
  • Assist with phone or in-person interviews with  prospective volunteers
  • Generate email copy, make calls, and/or participate in other volunteer communications related to training or other program initiatives
  • Lead role-play groups with volunteers, and support volunteers who are assisting with role-plays


  • Review work documented in iCarol or other databases, checking for consistency of protocol, and proper handling of visitors
  • File mandated reports and rescue reports as necessary, consistent with protocol; coordinate continued communication with respective agencies, as needed
  • Other duties as assigned.

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, or similar degree; MA/MS degree in Psychology, Social Work, of Public Health preferred
  • Demonstrated experience working with suicide prevention and/or crisis intervention, particularly over digital means, such as Chat, Text, or other digital intervention;
  • Experience in the field of mental health;
  • Experience working with youth and/or youth in crisis preferred;
  • Demonstrated experience working with the LGBTQ community;
  • Close attention to detail;
  • Ability to respond well to change;
  • Ability to communicate effectively and build rapport with a wide variety of audiences;
  • A demonstrated commitment to meeting a high-quality standards and a history of accomplishing goals even in the face of challenges or obstacles;
  • High level of professionalism with good comprehension skills;
  • Friendly and outgoing personality, enthusiasm and dedication to teamwork;
  • Ability to work independently and manage multiple tasks;
  • Computer literacy, including knowledge of Microsoft Office
  • 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 team of volunteers.

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, Sundays 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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