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Crisis Services Manager - Lifeline

General Summary: 

The Crisis Services Manager is primarily responsible for the day-to-day management and operational coordination of The Trevor Lifeline’s West Hollywood Call Center.

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

Call Center Administrative

  • Provide direct supervision to Operations Coordinator(s) as well as other shift supervisors and Lifeline team members
  • Assist VP of Programs and Clinical Director  to maintain accreditation and National Suicide Prevention Lifeline Network partnership requirements
  • Review all calls recorded in the caller database, checking for consistency of call notation, proper handling of Callers, and proper conduct of all policies and procedures
  • Produce and distribute monthly call data reports
  • Review and file child abuse reports as necessary
  • Maintain Volunteer and Employee files
  • Attend weekly meetings with the Clinical Director and Crisis Services Coordinators

Lifeline Crisis Worker/Volunteer Management

  • Provide direct supervision and administrative support to the part-time Lifeline Crisis Workers
  • Oversee management of the Call Center schedule, for both Crisis Workers and Volunteer Counselors
  • Manage and update list of caller alerts, providing specific protocols and instructions
  • Act as on-call administrator for Call Center issues, which may include responding to calls overnight
  • Conduct annual evaluations for the Crisis Workers, as well as facilitate quality control observation
  • Oversee compliance with the Human Resources Department in relation to part-time staffing rules and regulations
  • Manage Counselor appreciation events and activities
  • Serve as staff liaison for and facilitate planning of monthly Lifeline Peer Group Meetings
  • Coordinate Lifeline Support Group

Lifeline Training and On-Going Education

  • Must successfully complete 40-hour Lifeline Training and subsequent Post-Training activities
  • In conjunction with the Training and Education Department, assist with further revisions to the Lifeline Training and related training manual
  • Conduct interviews of prospective Lifeline Crisis Workers and Volunteers
  • Provide managerial support during quarterly Lifeline Trainings
  • Coordinate Post-Trainings activities for Lifeline Counselors
  • Develop content and produce in-service trainings

Other Duties:

  • Field calls on the Lifeline, as needed
  • External meetings and engagements, as needed

Supervisory Responsibilities:  Supervise the Crisis Service Coordinator(s) and part-time Crisis Workers

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 or similar degree required, Master’s degree preferred (MSW, MFT, MPH)
  • Minimum of 2 years’ experience in the field of mental health
  • 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
  • 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

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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