Principal Crisis Worker

 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) 

 Follows 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

 Master’s degree in social work, counseling, psychology or other related areas of studyOR5+ years experience in a crisis care setting or other relevant professional experienceOR1+ year as a Sr. Crisis WorkerOR2+ 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)