Job Description
Job Title: Crisis Services Manager
Job Location: West Hollywood, CA
Classification: Full-time, Exempt
Supervisor: Program Director
Position Summary
The Crisis Services Manager shall be responsible for the day-to-day management and operational coordination of The Trevor Lifeline and TrevorChat as outlined in detail below.
Key Responsibilities
The Crisis Services Manager will be responsible for the following:
Call Center Administrative
¨ Assist Program Director with Accreditation and National Suicide Prevention Lifeline Network partnership requirements
¨ Produce & distribute Monthly Call Data Report
¨ Complete Monthly Crisis Services Manager Report
¨ Review all calls recorded in Caller Database, checking for consistency of call notation, new caller record creation and proper handling of callers
¨ File Child Abuse reports as necessary
¨ Conduct weekly update telephone call with CCSi
¨ Act as staff liaison to Lifeline Counselor Subcommittee
¨ Sit on the Program Committee
¨ Budgetary Oversight for the Call Center
Lifeline Counselor Coordination and Management
¨ Call Center Volunteer Schedule - Create, distribute and manager Volunteer Lifeline Counselor’s monthly call center schedule; keep schedule up to date on switched shifts
¨ Maintain a list of Counselors on leave
¨ Monitor and update list of caller alerts
¨ Create and distribute a weekly Counselor digest
¨ Develop and conduct 6-month and annual review procedure for Lifeline Counselors
¨ Conduct periodic quality control observation of Lifeline Counselors
¨ Give constructive feedback and guidance to Counselors when needed
¨ Respond to questions and requests from Lifeline Counselors and act as primary source of administrative advisement and guidance
¨ Oversee compliance with Lifeline Policy and Procedure Manual (ensure that volunteers are fulfilling 2 shifts/month and other requirements, etc.)
¨ Act as Administrator on-call for Call Center issues during regular office hours
Lifeline Counselor Training and On-Going Education
¨ Assist with further development of and updates to The Trevor Lifeline Training Manual
¨ Oversee Volunteer Counselor In-services
o Research & publicize community forums, cultural events and other opportunities for counselors
¨ Conduct final in-person interview of prospective candidates
¨ Coordinate Lifeline Counselor Trainings
o Prep, logistics, wrap-up
o food
o Conduct lectures as assigned
o Guest speaker coordination
o Secure location
o Recruit and assign Role-Play Leaders and Mentors
o Act as Role-Play Leader, participate in role play debriefings
o Participate in selection of trainees for participation on the lines
¨ Coordinate Lifeline Counselor In-Service meetings
o Logistics (secure, set-up & strike location)
o Selection of topics for In-service meetings
o Recruitment of speakers
o Creation of related paperwork and handouts
TrevorChat Administrative
¨ Produce & distribute Monthly TrevorChat Data Report
¨ Review all calls recorded in TrevorChat Database, checking for consistency of chat notation, new visitor record creation and proper handling of visitors
¨ File Child Abuse reports as necessary
TrevorChat Volunteer Coordination and Management
¨ TrevorChat Volunteer Schedule - Create, distribute and manager Volunteer monthly TrevorChat schedule; keep schedule up to date on switched shifts
¨ Maintain list of Volunteers and yahoo messenger accounts
¨ Maintain a list of Volunteers on leave
¨ Develop and conduct 6-month and annual review procedure for TrevorChat Volunteers
¨ Conduct periodic quality control observation of TrevorChat Volunteers
¨ Give constructive feedback and guidance to TrevorChat Volunteers when needed
¨ Respond to questions and requests from TrevorChat Volunteers and act as primary source of administrative advisement and guidance
¨ Oversee compliance with TrevorChat Training Manual (ensure that volunteers are fulfilling 1 shift/month)
¨ Act as Administrator on-call for TrevorChat technical issues during regular office hours
TrevorChat Training and On-Going Education
¨ Assist with further development of and updates to the TrevorChat Training Manual
¨ Coordinate TrevorChat Trainings
o Prep, logistics, wrap-up
o food
o Conduct lectures as assigned
o Secure location
o Recruit and assign Mentors for TrevorChat test sessions
o Conduct final in-person or phone interviews with prospective Volunteers
o Participate in selection of trainees for participation in classes
¨ Coordinate TrevorChat In-Service meetings
o Logistics
o Selection of topics for In-service meetings
Qualifications:
The Trevor Project seeks candidates who excel in relationship-building, are results-oriented, and have strong project management skills. The Crisis Services Manager will have:
The Trevor Project seeks candidates who excel in relationship-building, are results-oriented, and have strong project management skills. The Crisis Services Manager will have:
- BA in Psychology or similar degree
- 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;
- Experience in educational curriculum design and evaluation is preferred;
- 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 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;
How performance is evaluated:
· Timeliness and quality of reports
· Completion of projects on time and in an efficient manner
· Quality of oral and written communications
· Able to demonstrate leadership qualities
· Degree of involvement in development initiatives
· Ability to be a team player
Compensation:
Salary commensurate with experience including full benefits – health, dental, and vision insurance; annual leave, and 403(b) plan.
Send cover letter, resume and salary history or minimum salary requirement to Chris Hernandez, Operations Director at chris.hernandez@thetrevorproject.org no later than Friday June 3, 2011. Please include “Crisis Services Manager” as the subject line of the email.
No phone calls or faxes.
are especially encouraged to apply.
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