Manager, Continuous Improvement

About Trevor:

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years.

Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:

Heart–We care deeply and commit to do what matters

Integrity–We build trust through our words and actions

Community-Together, we are an unstoppable force for good

Belonging-We serve as allies to the mission, and to each other

Progress-We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States.  The Trevor Project will not sponsor an employment visa for this position.

Role: Manager, Continuous Improvement

Location: This role will be remote in the continental United States, Alaska, or Hawaii

Reports to: Director of Strategic Initiatives & Operations

Eligibility: Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role.

Classification: Exempt Full Time

Union Role? No

Salary Range:  $75-85K

Summary: 

The Manager of Continuous Improvement will oversee the creation and evolution of projects, policies & protocols and new initiatives across The Trevor Project’s Lifeline and Digital crisis services for both our Classic & 988 teams. 

This role will support the maintenance of our AAS accreditation requirements for resource data management and the crisis care continuum. They will partner with leaders both within the crisis services departments (Digital and Lifeline) and across The Trevor Project to drive innovation to support high-quality services to our LGBTQ+ young people. 

They will be responsible for leading projects directly related to program improvement 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.

• If applicable, lead, develop, coach, and manage Continuous Improvement Associates Coordinators,providing clear expectations and directives to support initiatives across the vertical
• Creation of policy & protocols that reflects best practices, organizational values, and provides a consistent & high quality experience for our contacts & counselors in both Classic & 988.
• Support the creation and evolution of initiatives that impact the Crisis Intervention vertical. 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.
• Ensure there are documented procedures & resources in place to support staff, volunteers and contacts.
• Evaluate the effectiveness of H2CS resources in catering to the diverse needs of the community, including assessing the representation of culturally specific resources and their accessibility.
• Support training initiatives that provide ongoing professional development to ensure that specialists are well-equipped to facilitate effective collaborations and referrals within the crisis care continuum.
• Participate in and/or develop tactics to improve performance for both counselors and staff members who provide direct services.
• As needed, cover responsibilities within crisis services, such as serving as the on-call consultant, conducting counseling or supervision shifts, supporting counselor training, and filing mandated reports.
• Speak clearly and inspirationally about the life-saving work that we do at Trevor every day.
• Demonstrate fair, ethical, and equitable business practices
• 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
• Demonstrate a commitment to fostering and maintaining an environment of belonging 
• Other relevant duties and responsibilities as assigned

• Masters in Public Health or similar degree
• Proficiency in: 

• 2+ years of writing policies & protocols that support the crisis intervention experience, ideally across the crisis care continuum (including code of ethics and confidentiality policies)
• Intermedite experience in database management, ideally resources specific to crisis intervention and suicide prevention
• Experience in healthcare, behavioral health, or other human services setting and/or training, supporting  diverse populations, including those from marginalized and underrepresented backgrounds.
• Preferable, experience in working to meet AAS accreditation standards, and SAMHSA expectations for 988 call centers 
• Advanced skills of empathy and understanding for consumers of crisis services
• Experience leading, developing, coaching, and managing the performance of direct reports, or experience training and mentoring others
• Ability to work, communicate, and collaborate effectively with individuals and teams at all levels, both internally and externally
• Attention to detail and accuracy in all work
• Planner and problem-solver with ability to prioritize and achieve strategically, even in spaces of ambiguity and under tight timelines
• Proficiency in spoken and written English

Why Trevor?

A career that truly makes a difference in the lives of LGBTQ young people–every single day

Outstanding benefits, including:

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)

403(b) retirement plan with 3% match

Generous vacation and 13 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays and three half-day Fridays during the summer

Employee Assistance Program to  help with confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support

In-network mental health office and virtual visits are covered at 100%, and out-of-network visits are covered at an enhanced level.

Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and 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, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law or policy. The Trevor Project complies with all applicable laws regarding equal opportunity in employment.

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 submit a request here.  Please do not disclose medical information in this form–this information will be viewed only by our benefits team and will remain secure. This form is only for those requiring a reasonable accommodation to participate in the job application or interview process. This form is not an application - you must still apply through The Trevor Project careers website.