The Trevor Project is the world’s largest suicide prevention and crisis intervention organization for LGBTQ young people. We are a non-profit that provides 24/7 life-saving support via phone, text, and chat. We also operate the world’s largest safe space social networking site for LGBTQ youth and run innovative research, education, and advocacy programs. We’ve been saving lives every day for over 20 years.
Overview of the role
The Manager of Continuous Improvement will oversee the creation and evolution of projects, innovations, protocols, and new initiatives across The Trevor Project’s Lifeline and Digital crisis services. They will partner with leaders both within the crisis services departments (Digital and Lifeline) and across The Trevor Project to drive innovation so the organization can provide high-quality services to even more LGBTQ youth. They will be responsible for leading some projects directly related to their specialty and in other cases will partner and support other members of the crisis services team leading projects. In all cases, the Manager of Continuous Improvement will ensure that policies, protocols, and initiatives reflect best practices, organizational values, and provide a consistent, effective user experience at scale.
Who you are
- Innovative. You look at the way things are and then imagine 20 ways they can be improved. You’re always thinking about best practices in training and trends in tech to figure out how we can leverage these tools.
- Results- and data-oriented. You are driven by results and informed by data. You operate with urgency and efficiency. You know how to identify problems and create informed and comprehensive strategies to make progress and get results.
- Detail-oriented. The ability to notice and follow through with small details that ultimately have a large impact on the success of the project.
- Clear communicator. You can communicate clearly and concisely. You’re great at getting and giving respectful and productive feedback to the people working with you.
- Highly organized. You know how to manage multiple projects and prioritize appropriately. You create clear and logical systems and processes to support your work and that of the organization.
- Action-oriented. You know how to get things done. You can move quickly and efficiently. You love to set challenging goals and then develop plans to deliver and achieve them .
- Resilient. You can maintain compassion for our LGBTQ youth and care about the safety and well being of our staff. You aren’t easily rattled by high-stress situations and can thrive in a crisis care setting.
- Team player. You love collaborating. You dig learning from your peers. You’re great at getting and giving respectful and productive feedback.
- Passionate. You care about LGBTQ youth. You care about saving lives. You want to come to work and feel inspired every day. You want to change the world.
- Enthusiastic. You are overflowing with positive energy and you make people around feel happy just by you being you. The work we do is serious but we know how to have a good time and you should too.
What you’ll do
- Oversee the creation and evolution of innovations that impact all of Crisis Services. These could be tech projects, counselor engagement and performance initiatives, or the creation of a policy that has a direct impact on the quality of the service.
- The manager will work closely with department leaders on Lifeline and Digital crisis services to ensure consistent standards are applied on a day-to-day basis by those programs.
- Lead projects to continually improve the quality, efficiency and scale of The Trevor Project’s crisis services programs (e.g., launching multi-chat, creating a best-in-class volunteer evaluation protocol).
- If applicable, manage the Continuous Improvement Associate(s) on their team.
- Conduct periodic evaluations of the quality and efficiency of The Trevor Project’s Lifeline and Digital crisis services and develop collaborative plans to address opportunities for improvement.
- Participate in and/or develop tactics to improve performance for both counselors and staff members who provide direct services.
- Identify opportunities for innovation on The Trevor Project’s crisis services, especially by leveraging technology and by improving the user experience, and then launching projects to address those opportunities.
- Represent The Trevor Project in speaking engagements, conferences, and in other educational spaces.
- Speak clearly and inspirationally about the life-saving work that we do at Trevor every day.
- As needed, cover responsibilities within crisis services, such as serving as the on-call consult, conducting counseling or supervision shifts, supporting counselor trainings, and filing mandated reports.