Role: Vice President of Volunteer Training
Reports to: Interim Chief Clinical Operations Officer
The Trevor Project is the world’s largest suicide prevention and crisis intervention organization for LGBTQ young people. We are a non-profit that 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.
LGBTQ youth suicide is a global public health crisis, and we estimate that more than 40 million LGBTQ youth seriously consider suicide each year globally. This position is a part of a multi-year plan to offer our crisis services across various global communities. LGBTQ youth in crisis deserve affirmation and acceptance regardless of where they live, and we are committed to doing everything in our power to help end this crisis.
Overview of the role
Reporting to the Chief Clinical Operations Officer, the Vice President of Volunteer Training will lead all aspects of the volunteer journey for The Trevor Project’s rapidly growing volunteer community, prior to them providing life-saving counseling directly to LGBTQ youth. You’ll oversee ongoing research- and data-informed training that will prepare a diverse volunteer group to credibly and safely engage with youth by directing content development, continual improvement, and scaling to increase both the quality of training and capacity to fully equip a high volume of volunteers. The organization is growing its volunteer base to more than 5,000 volunteers domestically and thousands more globally as Trevor expands to meet the needs of LGBTQ youth around the world.
Who you are
- Expert. You have managed large, national and ideally global training programs with volunteer populations. You have substantive experience working with learning management systems and other remote learning platforms. You know what works to engage and train volunteers.
- Youth and Volunteer-Centered. You recognize that our work needs to center the youth we serve while also being attentive to volunteer needs.
- Results- and data-oriented. You are driven by results and informed by data. You operate with urgency and efficiency. You know how to identify problems and create informed and comprehensive strategies to make progress and get results. Numbers and other business intelligence metrics are your friend. Your work supports organizational metrics related to volunteers such as retention and adherence to service commitments.
- People person. You love working with people and know how to excite them about our life-saving work. You understand the importance of volunteers and place a premium on customer service
- Innovative. You look at the way things are and then imagine 20 ways they can be improved. You’re always thinking about best practices in training and trends in tech to figure out how we can leverage these tools
- Clear communicator. You can communicate clearly and concisely. You’re great at getting and giving respectful and productive feedback
- Highly organized. You know how to manage multiple projects and prioritize appropriately. You create clear and logical systems and processes to support your work and that of the organization
- Collaborative. You understand that the best way to meet and exceed goals is through outstanding teamwork
- Passionate. You care about LGBTQ youth. You care about saving lives. You want to come to work and feel inspired every day. You want to change the world
- Fun. The work we do is serious but that doesn’t mean we don’t have fun. We know how to have a good time and you should too.
What you’ll do
- Serve as the thought leader for the overall strategy, operational framework, and impact measures for the volunteer intake and training functions, guided by organizational goals and best practices
- Oversee the work of four teams: Volunteer Training Operations (currently a team of 56), Training Initiatives which includes instructional design colleagues (currently, a team of five), Volunteer Intake and Selection (currently, a team of 7) and a Senior Manager of International Training, a growing function as Trevor expands its reach to countries around the world. There will be country-based training managers who will report up through this vertical
- Increase operational efficiency of the intake and training journey to train approximately 5,000 volunteers annually within the United States, and in collaboration with both the Operations and Crisis Teams, work to build the global volunteer intake and training strategy as Trevor deploys in Mexico in fall 2022 and other countries in the future
- Improve volunteer retention along the training continuum in collaboration with volunteer recruitment and ongoing efforts within Crisis Services
- Develop and implement a system to continually improve core training and develop new onboarding and ongoing training as necessary, in coordination with the Crisis Services team responsible for final onboarding of volunteers post-training, and a Continuous Improvement team responsible for collecting data on volunteer performance
- Ensure the development and implementation of organization-wide programs, tools, structures, and processes for volunteer intake recruitment, activation and training, and retention in collaboration with staff and volunteers across the organization ensuring a consistent experience both across phone and chat/text platforms, and across countries as the organization expands its reach globally
- Foster clear, strategic communications to volunteers throughout their onboarding and training process using language, branding, etc. consistent across the volunteer experience and in line with the overall Trevor brand
- Manage and inspire a team and ensure they are accountable to team and organizational performance metrics
- Direct the creation of tracking systems to measure and communicate volunteer progress throughout training
- In collaboration with other senior leaders, assess the efficacy of Trevor’s LMS system to determine and implement a strategic course of action to replace the LMS with a best-in-class system
- Other tasks, duties, or special projects as assigned
- Generous vacation and holidays (like a full day off to celebrate Harvey Milk Day!), including three half-day Fridays during the summer
- Comprehensive health insurance, including coverage for various gender affirmation surgeries (and we pay 100% of your premiums for medical, dental, and life)
- Flexibility to work from anywhere in the U.S. (we provide the technology, a monthly amount for internet and office supplies, and a reimbursement to outfit your work-from-home space!)
- Fun virtual office environment and passionate team
- Online Subscription to Headspace, a digital meditation platform
- Meaningful work at an organization that is saving the lives of LGBTQ young people across America every day
- The Trevor Project is an equal opportunity employer
We’re excited to hear from you! To join Team Trevor, please upload a resume and cover letter. Applications without cover letters will not be considered. Use this as an opportunity to convey why you want to be the next Vice President of Volunteer Training at The Trevor Project!