Team Lead

The Trevor Project

. Oversee operations support for TrevorText, TrevorChat, and TrevorLifeline crisis services programs .

Posted 10/26/2026full-timeRemote • United StatesSenior💰 $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in crisis management, team leadership, and performance evaluation within crisis services programs. Proficient in administrative tasks, quality assurance, and effective communication with stakeholders, including law enforcement and child welfare agencies.

Highest-signal resume keywords

Master’s Degree In Social WorkLicense In Clinical Social Work (LiCSW)Crisis Management ProtocolsSupervisory Experience In Crisis CareDatabase Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Crisis ManagementPerformance EvaluationQuality AssuranceCase ReviewsDatabase ManagementAdministrative TasksTraining DevelopmentTimesheet ManagementAttendance TrackingMandatory Reporting

Soft Skills

Strong Communication SkillsActive Listening SkillsResilienceAdaptabilityCommitment To Staff Wellness

Certifications & Qualifications

License In Clinical Social Work (LiCSW)

Industry Keywords

Crisis CareLGBTQ+ IssuesChild Welfare AgenciesSafety ConcernsTrauma-Informed ApproachDiversity And InclusionCrisis Services Programs

About the role

Key responsibilities & impact

Oversee operations support for TrevorText, TrevorChat, and TrevorLifeline crisis services programs
Lead, develop, coach, and manage a team of direct reports
Ensure team accountability, strategic alignment, and results
Evaluate performance, set improvement goals, track work performance, deliver reviews, and administer discipline when needed
Audit daily work by direct service staff for quality and productivity
Provide real-time feedback for performance improvement
Manage shift queues by monitoring counselor status and directing conversation transfers
Support staff questions, debriefing, and escalations
Complete shift activities including timesheets, attendance tracking, and abuse reports
Review and contribute to process and procedure documentation
Develop and facilitate training for new and re-engaging counselors
Complete case reviews, case record audits, updates, and database management
Communicate with law enforcement and child welfare agencies regarding imminent safety concerns and child abuse when required
Take direct-service crisis conversations during excessive contact volume
Foster fair, ethical, equitable, diverse, inclusive, and belonging-focused practices
Report to the Manager of Crisis Services

Requirements

What you’ll need

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
License in Clinical Social Work (LiCSW) or other similar certification preferred
2+ years supervisory experience in a crisis care/contact center setting highly preferred
Proficiency in spoken and written English
Strong communication and active listening skills
Knowledge and understanding of LGBTQ+ issues, including challenges faced by LGBTQ+ youth
Familiarity with crisis management protocols, third-party communication with law enforcement and child welfare agencies, safety concerns, and mandatory reporting requirements
Experience with administrative and quality assurance tasks, including case reviews, audits, updates, and database management
Commitment to staff wellness and a trauma-informed approach
Resilience and adaptability in handling crisis situations
Ability to remain calm and provide effective support during challenging circumstances
Quiet, private work environment
High-speed dedicated broadband internet access, minimum 10Mb down/5Mb up
Authorization to work for any employer in the United States
Ability to work a non-traditional schedule including late nights, early mornings, and/or weekends

Benefits

Comp & perks

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
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
Provided technology
Home office setup reimbursement
Monthly internet reimbursement
Equal employment opportunities
Reasonable accommodations for persons with disabilities