About Trevor:
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Our non-profit 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.
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 of Quality Improvement
Reports to: Sr. Clinical Director of Crisis Intervention
Team: Continuous Quality Improvement
Supervisory Role: Yes
Classification: Exempt Full Time
Union Eligible? No
Salary Range: $75,000-$85,000
Summary
The Manager of Quality Improvement oversees the team responsible for quality improvement of our crisis services, including but not limited to our 988 operations. Their subject matter expertise in crisis intervention work and quality evaluation best practices will enable them to lead the successful collection and analysis of conversation evaluation and feedback data. They will be comfortable “in the weeds” as someone who is an expert at the technical functions of their team. At the same time, the Manager of Quality Improvement will be an adept people manager and leader. They will ensure their team meets organizational quality-related metrics and 988 contractual obligations, while also setting and upholding the standard for quality on our crisis services. They will be attuned to the “health”(including specific strengths and areas of opportunity)of our crisis services based on Trevor’s particular trajectory, but also within the broader context of the field of crisis intervention work.
Through their expertise and knowledge, the Manager of Quality Improvement is responsible for clearly communicating trends related to the quality of our crisis services. This means they will look at data with a critical eye that does not take numerical figures at face value, but understands that context is everything when it comes to making accurate interpretations in the realm of crisis work.
Roles & ResponsibilitiesLead and coach two teams to promote confidence and excellence - 988 Quality Improvement and Classic Quality ImprovementEnsure all quality efforts fulfill contractual obligations where applicable, meet accreditation expectations, align with strategies and goals of the organization at large, and lead to effective collaborations with operations stakeholders.Identify opportunities for innovation strategically so that consistency and parity of approach is prioritized as much as possible.Design and build innovative quality-related tools and systems.Analyze and release quality-related data to stakeholders at all levels of the organization to drive future improvements.Collaborate with internal stakeholders to assess performance and ensure accountability and effective feedback.Manage the quality-related performance flag process, ensuring calibration is accurate and that standards are developed and followed as needed. Become an expert in our 988 contractual obligations for quality assurance, as well as the broader landscape and expectations of 988 crisis centers. As needed, cover responsibilities within crisis services, such as serving as the On-Call Consult, conducting counseling or supervision shifts, supporting counselor training, and filing child abuse and other reportsLead and collaborate with empathy, showing courage and compassion when making decisionsDemonstrate fair, ethical, and equitable business practicesInspire and foster collaboration and partnerships Create spaces that are supportive and affirming to allLearn eagerly, share knowledge generously, and improve continuouslyOther relevant duties and responsibilities as assignedMinimum Qualifications:2 or more years of crisis intervention experience, ideally across the crisis care continuum1 or more years of direct experience in quality assurance and quality improvement, including collecting and analyzing data Advanced skills of empathy and understanding for consumers of crisis servicesIntermediate knowledge of quality improvement best practicesAbility to apply quality improvement best practices, including via building survey tools and data dashboards (e.g., Tableau, Sisense, Looker)3 or more years of supervisory experience (including hiring, training, leading, coaching, developing, and managing the performance of direct reports successfully in the past)Ability to work, communicate, and collaborate effectively with individuals and teams at all levels, both internally and externallyAttention to detail and accuracy in all workProfessional proficiency in conversational and written EnglishPlanner and problem-solver with ability to prioritize and achieve strategically, even in spaces of ambiguity and under tight timelinesPreferred Qualifications Understanding of AAS accreditation standards, and SAMHSA expectations for 988 call centers Experience in healthcare, behavioral health, or other human services setting and/or trainingWhy 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.
