Job Title: Lifeline Crisis Worker
Incumbent: Multiple part-time employees
Location: New York
Reports To: Crisis Services Manager
FLSA Status: Non-Exempt
Prepared By: Human Resources
Prepared Date: September 18, 2015
Approval By: David Bond, VP of Programs
The Crisis Worker is primarily responsible for fielding calls on The Trevor Project Lifeline and answering Crisis-related Ask Trevor letters during the overnight shift or early morning shifts. The shifts operate between the hours of 7:45 am to 1:45 pm EST.
The Crisis Worker must be flexible and able to work in a part-time environment that is operational 365 days per year. The Crisis Worker must also be available to work some weekends and holidays. The Crisis Services Manager will establish maximum and minimum shift requirements per Crisis Worker, to be discussed during the interview and throughout the training process.
Essential Duties & Responsibilities: (Other duties may be assigned at the discretion of the Supervisor)
• Field calls from LGBTQ young people nationwide
• Build trust and provide a safe space for youth to explore issues surrounding sexuality, gender identity and suicidal ideation
• Respond to crisis-related Ask Trevor letters from LGBTQ young people nationwide
• Assist with special projects as requested by Crisis Services Manager
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.
• High school Diploma required, Bachelor degree preferred
• Empathetic, compassionate, and an active listener
• Dedication to the mission and service goals of The Trevor Project and ability to communicate that dedication
• Knowledge and understanding of issues affecting lesbian, gay, bisexual, transgender and questioning (LGBTQ) youth
• 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
• Computer literacy
• Ability to multitask in a crisis situation
• Strong written communication skills
• Ability to work a 6:30 hour shift between the hours of 10:30pm-11:15am
• Must be able to work some evenings, weekends, and holidays when needed
• Must be able to work a minimum of 6 months
• Must be able to complete a paid 40-hour paid training
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, Sunday 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.”