Job Description

Job Title: Crisis Services Coordinator (Lifeline)

Location: West Hollywood
Reports To: Adam Hunt, Crisis Services Manager
FLSA Status: Non-Exempt
Prepared By: Human Resources
Approval By: David Bond, VP of Programs

General Summary:
The Crisis Services Coordinator is primarily responsible for the day-
to-day management and operational coordination of our Lifeline
Program for suicide prevention programs for LGBTQ and allied youth.

Essential Duties & Responsibilities: (Other duties may be assigned at

the discretion of the Supervisor)

Volunteer Coordination and Management

 Call Center Volunteer Schedule – Create, distribute and
coordinate Lifeline call center schedule; keep schedule up to
date on switched shifts
 Manage volunteer profiles in iCarol and V2 (volunteer tracking
and profile system)
 Maintain a list of Counselors on leave
 Monitor and update list of caller alerts as requested by Crisis
Services Manager
 Create and distribute monthly counselor digest
 Give constructive feedback and guidance to counselors when
needed
 Oversee volunteer compliance with protocol, cultural competency
standards set in training manuals and ensure that volunteers are
fulfilling commitments to their program (2 shifts/month and
other requirements, etc.).
 Conduct ongoing, 6-month and/or annual review procedure for
volunteers, as assigned
 Respond to questions and requests from volunteers and act as
primary source of administrative advisement and guidance.
 Support volunteers who are working with youth in crisis, and at
times communicating with law enforcement, if needed.

Lifeline Counselor Training and On-Going Education

 Assist with further development of and updates to The Trevor
Lifeline Training Manual
  Research and publicize community forums, cultural events and
other opportunities for counselors
 Participate in selection of trainees for participation on the
lines
 Support with coordination of In-Services, Support Groups,
Mandatory trainings, and other meetings for volunteers,
including, but not limited to:
o Logistics (secure, set-up and strike location)
o Participation in the selection of topics for In-service
meetings
o Facilitation of in-services, support groups, and other
meetings as assigned

Administrative
 Review all volunteer work, including work documented in iCarol
or other databases, checking for consistency of protocol, and
proper handling of visitors
 Keep call center stocked with supplies, snacks; maintain a clean
and professional work space
 File mandated reports (suspected child abuse, Tarasoff, etc.) as
necessary, consistent with protocol
 Act as Administrator on-call for call center issues during
regular office hours
 Additional duties and quality improvement projects as assigned.

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, Master's degree
preferred (MSW, MFT, MPH)
 Min of two 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.