Text & Chat Counselor

Benefits

• 403(b)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Internet reimbursement
• Life insurance
• Pet insurance
• Vision insurance

Full job description
The Trevor Project is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please complete the form at the following link: Trevor Candidate Accommodation Request Form
This form is only for accommodation requests for the interview process and we will not respond through this channel to requests for application status or to third party recruiting vendors.
About Trevor
The Trevor Project is the leading 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.
Please note: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
This is a union position. The Trevor Project recently voluntarily recognized The Communications Workers of America (CWA) as the representative of certain employees for collective bargaining purposes, and this position is in the bargaining unit. The Trevor Project is currently negotiating the first collective bargaining agreement with the union that will cover the terms and conditions of employment for this position.
Role: Text & Chat Counselor
Reports to: Crisis Services Manager of Digital Crisis Workers
Location: Remote
Hours: Full-time
Classification: Non-Exempt
Shift: 11:00pm-7:30am ET/8:00pm-4:30am PT. All schedules require at least one weekend day (Saturday or Sunday).
Salary: $26.00 per hour, plus $2/shift for all hours worked between 11pm and 7 am local time
We are currently hiring for the 11pm-7:30 AM (Eastern Time) Shift and all schedules require at least one weekend day (Saturday or Sunday).

Who you are (Essential Duties)

• Shift Availability of 11pm-7:30 AM (Eastern Time) with all schedules requiring at least one weekend day (Saturday or Sunday).
• Experienced. Proven successful performance in a crisis care, contact center, or customer care setting through coursework, community experience, or relevant professional experience
• LGBTQ Competent. Demonstrated LGBTQ competency by showcasing emotional intelligence, empathy, and sensitivity toward the unique challenges and experiences faced by LGBTQ youth. Adept at recognizing and addressing the intersectionalities of identities and how these factors can impact a young person in crisis.
• Collaborator. Proven collaborator who approaches all work and interactions with empathy and inclusion. Proven ability to listen and respond to develop mutual understanding and trust. Experienced in fostering an environment where different opinions and approaches can be entertained, considered, and appreciated while working as a team to find a resolution
• Communicator. Demonstrated ability to articulate thoughts and ideas clearly and effectively in written and oral forms to audiences inside and outside of the organization. Proven skill in distilling complex information into compelling, easily digestible narratives
• Focused on service delivery and adaptability. Demonstrates a commitment to outstanding internal and external service to our colleagues, the individuals we serve, and those with whom we collaborate and communicate. Proven focus on proactive and inclusive issue resolution and continuous improvement for all systems and processes. Demonstrated flexibility in the midst of change and adapting to new situations with fresh ideas or innovative approaches.
• Organization and Detail Orientation. Proven organizational, time, and task management skills and prioritization skills and is motivated by producing work with a focus on results delivery. Has successfully navigated environments where quality, efficiency, and end results are paramount.
• Mission and Culture Aligned: Demonstrates awareness and support for The Trevor Project’s mission and vision: to end suicide and address mental health crises in the LGBTQ youth community, and create a world where all LGBTQ young people see a bright future for themselves.
• Fortitude: Utilizes self-care and community support strategies to establish and uphold balanced work-life boundaries. Demonstrates a keen understanding of how exposure to crisis-related content (including, but not limited to, suicidality, potential pranks, aggressive behavior, and sexual misuse of service) can affect personal wellbeing.

What you'll do

• Provide suicide prevention and crisis intervention counseling to LGBTQ young people nationwide via text, chat, and/or phone calls
• Willing and able to be a constant learner, staying actively engaged in education on LGBTQ terminology, identities, and cultural nuances to ensure a respectful and affirming environment.
• Complete a 40 hour work week with approximately 80% of the time spent engaging with crisis contacts and 20% on administrative tasks such as supporting projects, completing case records, reviewing training materials, etc.
• Adhere to performance measures such as adherence to time limits by risk level and amount of time in active agent states
• Adhere to all policies and protocols
• Build trust and provide a safer space for youth to explore issues surrounding sexuality, gender identity and suicidal ideation by following the Trevor Support Model and utilizing counseling techniques such as empathy, validation, and reflection
• Successfully complete mandatory four week training
• Take proactive measures to guard from negative impacts of crisis work by cultivating a robust self-care regimen, fostering a reliable network of support, and utilizing related benefits offered by the organization.
• Partner with our shift supervisors and Crisis Services Managers by acknowledging and incorporating feedback and guidance from leadership to ensure the highest level of care for the LGBTQ youth we serve.
• Assist with administrative tasks per the discretion of the Crisis Services Manager
• Other relevant tasks, duties, or special projects as assigned

Why Trevor?
A career that truly makes a difference in the lives of LGBTQ young people–every single day
Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)
Flexible Spending Accounts
Employee Assistance Program to help with confidential emotional support, work life solutions, financial solutions, legal assistance, or online support
403(b) Retirement Plan with the flexibility of pre-tax or Roth contributions, accompanied by a 3% contribution match. With Guided Portfolio Services or Do It Myself investment options, you're empowered to take control of your secure financial future.
Generous vacation and 12 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays , and three half-day Fridays during the summer
Pet insurance
Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and a reimbursement to outfit your work-from-home space!)
Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high quality on-demand courses.
Online Subscription to Headspace, a digital mindfulness and meditation platform
The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. The Trevor Project complies with all applicable laws.