Crisis Services Coordinator (Training) – The Trevor Project – New York, NY

The Crisis Services Coordinator is primarily responsible for the recruitment, ongoing training and evaluation of our volunteers on The Trevor Lifeline and Call Center.

Essential Duties & Responsibilities:

Call Center Administrative

Review all calls recorded in Caller Database, checking for consistency of call notation, new caller record creation and proper handling of callers
Assist VP of Programs and Crisis Services Director with Accreditation and other special projects as assigned
Work (1) shift per week on the Trevor Lifeline

Lifeline Counselor Coordination and Management

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 an additional source of administrative advisement and guidance
Oversee compliance with Lifeline Policy and Procedure Manual
Act as Administrator on-call for Call Center issues during regular office hours
Other duties as assigned by supervisor

Lifeline Counselor Training and On-Going Education

Assist with further development of and updates to The Trevor Lifeline Training Manual
Research & publicize community forums, cultural events and other opportunities for counselors
Conduct final in-person interview of prospective candidates
Coordinate 4 Lifeline Counselor Trainings per year – including but not limited to ; Prep, logistics, wrap-up, Conduct lectures as assigned; Guest speaker coordination, Secure location, Recruit and assign Role-Play Leaders and Mentors, Act as Role-Play Leader, participate in role play debriefings
Participate in selection of trainees for participation on the lines
Create, develop and facilitate Lifeline Counselor In-Service meetings; logistics, selection of topics for meeting and recruitment of speakers

Knowledge, Skills, Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job.

BA in Psychology or similar degree required (Communication, Education, Public Health, etc), Master’s degree preferred (MSW, MFT, MPH)
Min of 2 years’ experience in the field of mental health preferred
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
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

Supervisory Responsibilities: None.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear. The employee is occasionally required to lift up to 40 pounds. The vision requirements include: close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: While performing the duties of this job, the employee is occasionally exposed to wet and/or humid outside conditions. The noise level in the environment is moderate. The employee is required to work some Saturdays, Sundays and evenings.

Note: “The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.”

How to apply

Send cover letter, resume and salary requirements to jobs@thetrevorproject.org

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