988 Crisis Services Team Lead

Remote, USA • Full-time • Posted 2026-05-04

About the position

Lead, develop, coach, and manage a team of direct reports, ensuring team accountability, strategic alignment, and results.
Ensure goals, deadlines, and performance standards are met (e.g., productivity, availability, quality, effectiveness).
Review and contribute to process and procedure discussions and documentation to ensure they are up-to-date and operationally efficient.
Provide guidance, transparency, expertise, and/or assistance to ensure strategies are implemented and maintained effectively.
Complete ‘End of Shift' Checklist daily, including timesheets and attendance tracking, filing and submitting outstanding abuse reports, and Counselor performance forms.
Evaluate performance, set goals, ensure performance is tracked, assess work performance of the team, and identify improvements.
Responsible for building, maintaining, and managing relationships with staff, peers, and leaders.
Demonstrate fair, ethical, and equitable business practices.
Learn eagerly, share knowledge appropriately, and improve continuously.
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.

High School diploma or equivalent.
Proficiency in spoken and written English with strong communication and active listening skills.
Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth.
2 years experience in a crisis care, contact center, or customer care setting through coursework, community experience, or relevant professional experience.
Supervisory experience in a crisis care/contact center setting demonstrating the ability to promote positive group dynamics, evaluate performance, set goals, ensure performance is tracked, and assess work performance.
Demonstrated commitment to staff wellness, with a trauma-informed approach, recognizing and addressing the unique challenges and stressors that employees face in crisis intervention work.
Strong resilience and adaptability in handling crisis situations, with the ability to remain calm and provide effective support during challenging circumstances.
Demonstrated ability to engage in healthy productive dialogue when navigating concerns/feedback about policy, structural and organizational change in crisis work.

Comprehensive health insurance, including plan coverage for various gender affirmation care (100% of employee contribution premiums for medical, dental, vision, and basic life insurance).
403(b) retirement plan with 3% match.
Generous vacation and 13 paid holidays (including Harvey Milk Day), plus two floating holidays and three half-day Fridays during the summer.
Employee Assistance Program for confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support.
In-network mental health office and virtual visits covered at 100%, with enhanced coverage for out-of-network visits.
Remote work from the continental US, Alaska, or Hawaii, with provided technology, monthly internet reimbursement, and reimbursement for home office setup.
Professional and Learning Development Trainings/Education, including a subscription to LinkedIn Learning and access to over 13,000 courses.
Online Subscription to Headspace, a digital mindfulness and meditation platform.

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