About the position
Responsibilities
• Lead, develop, coach, and manage a team of direct reports, ensuring team accountability, strategic alignment, and results.
• Ensure goals, deadlines, and performance standards are met (e.g., productivity, availability, quality, effectiveness).
• Review and contribute to process and procedure discussions and documentation to ensure they are up-to-date and operationally efficient.
• Provide guidance, transparency, expertise, and/or assistance to ensure strategies are implemented and maintained effectively.
• Complete ‘End of Shift’ Checklist daily, including timesheets and attendance tracking, filing and submitting outstanding abuse reports, and Counselor performance forms.
• Evaluate performance, set goals, ensure performance is tracked, assess work performance of the team, and identify improvements.
• Responsible for building, maintaining, and managing relationships with staff, peers, and leaders.
• 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.
Requirements
• High School diploma or equivalent.
• Proficiency in spoken and written English with strong communication and active listening skills.
• Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth.
• 2 years experience in a crisis care, contact center, or customer care setting through coursework, community experience, or relevant professional experience.
• Supervisory experience in a crisis care/contact center setting demonstrating the ability to promote positive group dynamics, evaluate performance, set goals, ensure performance is tracked, and assess work performance.
• Demonstrated commitment to staff wellness, with a trauma-informed approach, recognizing and addressing the unique challenges and stressors that employees face in crisis intervention work.
• Strong resilience and adaptability in handling crisis situations, with the ability to remain calm and provide effective support during challenging circumstances.
• Demonstrated ability to engage in healthy productive dialogue when navigating concerns/feedback about policy, structural and organizational change in crisis work.
Nice-to-haves
• Experience with remote team management.
• Familiarity with crisis intervention techniques and best practices.
• Knowledge of mental health resources available for LGBTQ+ youth.
Benefits
• Comprehensive health insurance, including plan coverage for various gender affirmation care (100% of employee contribution premiums for medical, dental, vision, and basic life insurance).
• 403(b) retirement plan with 3% match.
• Generous vacation and 13 paid holidays (including Harvey Milk Day), plus two floating holidays and three half-day Fridays during the summer.
• Employee Assistance Program for confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support.
• In-network mental health office and virtual visits covered at 100%, with enhanced coverage for out-of-network visits.
• Remote work from the continental US, Alaska, or Hawaii, with provided technology, monthly internet reimbursement, and reimbursement for home office setup.
• Professional and Learning Development Trainings/Education, including a subscription to LinkedIn Learning and access to over 13,000 courses.
• Online Subscription to Headspace, a digital mindfulness and meditation platform.
