Job Description

Title: Hotline Operator

Reports to: Hotline Program Manager

Base Pay: ~$26.44 (depends on location)

Benefits:  Generous vacation and sick time, 99% employer-paid health-care premiums, 403b with a 4% dollar-to-dollar match, paid family and medical leave, and family support grants for employees with dependents.

Location: Remote – the US only

Organization Description:

Trans Lifeline connects trans people to the community, resources, and support they need to survive and thrive — building a resilient trans community through trans-led direct services. Trans Lifeline’s Hotline provides support to trans people who are in crisis or just need a peer to chat with. Our Microgrants program provides low-barrier grants to trans people in need of legal name changes and updated government IDs, as well as specialized support for trans people who are incarcerated or undocumented. By providing care, Trans Lifeline identifies the trans community’s most pressing needs and brings that expertise to the broader movement for LGBT equality. Our hotline is staffed entirely by trans people who provide anonymous, confidential peer support to trans and questioning callers, including those in crisis.

Responsibilities:

• Answer calls on the peer support hotline, ensure quality peer support & maintain a high answer rate
• Maintain mutual informed consent, anonymity, and confidentiality with callers
• Keep accurate, timely, and informative call logs and appropriate call tags
• Communicate remotely with team members via Slack, email, and video communication
• Assist callers in identifying and accessing material resources and community
• Adhere to the peer support model as provided in the hotline operator training, including caller-led conversations, active listening, supporting diverse trans people
• Support and engage volunteers and fellow staff operators
• Be punctual and reliable for shifts, meetings, and timekeeping
• Manage high-pressure situations while maintaining empathy & appropriate boundaries

Must-Haves

• Trans and non-binary people are strongly encouraged to apply
• Available to work late nights and/or weekends depending on time zone
• Located in the United States
• 18 years old or older
• Ability to work remotely, including using technology (including text and video chat), and access to a private, quiet workspace with reliable internet access.
• Excellent verbal communication skills, as the position requires frequent phone conversations
• Willingness to participate in initial and ongoing mandatory training as a trainee and potentially as an educator

Philosophy compatible with Trans Lifeline’s values, especially:

• Never call emergency services without informed consent
• Peer support framework: trauma-informed harm reduction approach; commitment to callers’ autonomy & self-determination
• Cultural humility: the ability to honor, center, and trust the experiences of people facing marginalizations different than one’s own

Preferred Qualifications

• Professional and/or personal experience with harm reduction
• Experience providing peer support to trans community members
• Experience navigating or supporting others through medical, social, and legal transition, discrimination, housing instability, and other issues

This role does not require formal education or certifications. The organization provides extensive mandatory training to all staff and volunteer hotline operators before they start on the line.

This role will be hired alongside three other staff operators and undergo training and onboarding in a cohort model.

This full-time position will work remotely. Compensation for this position is dependent on Trans Lifeline’s salary structure. We estimate a qualified candidate will earn $26.44 / hour (dependent on location). We know that the practice of salary negotiation can contribute to pay inequities. Therefore, as part of our efforts to maintain a transparent salary structure and ensure just and equitable compensation across the organization, starting offers are not negotiable. Trans Lifeline is an equal opportunity employer. Transgender, gender non-conforming and intersex people, people of color, people with disabilities, immigrants, and formerly incarcerated people are important members of our team.

It is the policy of Trans Lifeline not to discriminate in the employment of staff, or in the selection of volunteers, on the basis of race, creed, religion, color, national origin, citizenship, gender, age, disability, marital status, sexual orientation, veteran status, financial status or HIV status. Trans Lifeline works affirmatively to build a staff and board that includes people of different races, classes, genders, physical and mental abilities, ages, and sexual orientations.

How to Apply

Job Categories: LGBT. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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