Director of Community at Crisis Text Line

Remote

$103,000 - $151,000/year

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Overview:

Crisis Text Line provides free, 24/7, high-quality text-based mental health support and crisis intervention by empowering a community of trained volunteers to support people in their moments of need.

Our mission is at the intersection of empathy and innovation — we promote mental well-being for people wherever they are.

Our vision is an empathetic world where nobody feels alone.

Our core values are at the heart of all we do: connect with empathy, center equity, get it done together, and reflect and evolve.
 

Why you should join our team: 

  • Our work is transforming the way people in pain access support at their fingertips
  • Our work is innovative in the crisis response space
  • Our dynamic, fun, and diverse culture
  • Our meaningful cause, led by empathy and innovation
  • Our strong values at the center of all we do
  • Our commitment to diversity, equity and inclusion
  • Our commitment to engagement and belonging
  • Our commitment to our employees and their holistic wellbeing
  • Our  value of work/life balance
  • Our growth mindset and prioritize professional development
  • Our leaders who truly care

What you will be doing:

At Crisis Text Line we strive to create an empathetic world where nobody feels alone.  At our core we promote mental well-being for people wherever they are. Our 40,000+ volunteers are at the heart of who we are as a organization and we are looking to take our volunteer experience to another level by creating a Community where Crisis Text Line Volunteers can build trusted relationships amongst each other, share helpful resources, give valuable insights to the organization, and provide high-quality support to people in their moments of need. We are looking for a rock star to lead this Community effort to focus on growing, engaging, and transforming the community including developing programs, measuring the success of the community, and more!  We're looking for a natural leader to join us on this amazing community journey.

  • Design, build and execute an impactful volunteer community strategy, roadmap, and success metrics (including volunteer acquisition, engagement, retention, and reactivation).
  • Work with the Marketing, Volunteer Experience, Clinical and Product teams to develop a community content strategy. Manage and execute on that strategy.
  • Work cross functionally on the volunteer community engagement strategies including student outreach, media, content creation, and much more! 
  • Build and lead a small but mighty team to support the volunteer community strategy.
  • Constantly gather feedback from the volunteer community and bring those insights to the appropriate internal teams.
  • Identify opportunities to surprise, delight, and show our volunteer community members how much we appreciate them.
  • Facilitate an inviting, helpful, and honest community culture that creates a sense of belonging representing the best of Crisis Text Line.
  • Plan and run community events throughout the year, promoting overall volunteer wellbeing to lead to sustained engagement.
  • Measure, analyze, and track community data, providing regular reporting throughout the company and influence to key priorities. 
  • Manage all internal and external community documentation. This includes documenting all volunteer communication (system emails, manual emails, sms, etc.)
  • Support community member onboarding and offboarding processes.
  • Escalate and flag issues as needed to keep the community a trusted space.
  • Have the ability to successfully integrate diverse ideas into business frameworks and strategies.
  • Implement intermediate-knowledge of cultural awareness and baseline cultural accountability.

What you bring to the table:

  • 5+ years in online Community Management with experience scaling community programs and 8+ years relevant work experience.
  • A strong communicator and writer, excelling at communicating with both internal and external stakeholders. Passion about being a community and volunteer advocate. You understand why volunteer voices are so important, and you’re willing to go the extra mile to serve our volunteer community.
  • Fantastic interpersonal skills, a great listener, and extraordinarily empathetic.
  • Experience working in a fast-paced, startup-like environment and flexibility to adapt quickly when priorities change.
  • Expertise working with various online community platforms and able to learn new tools quickly.
  • Ability to set goals, prioritize, and maintain focus when it comes to deadlines.
  • Experience managing or mentoring others.
  • Have experience creating/pulling reports and working with various forms of data.
  • Willingness to complete our Volunteer training and take conversations on a regular basis.
  • Bilingual (spanish/english) is a plus.

You are a REALLY great fit for this role if you also: 

  • Have additional experience in any of the following: Project Management, Customer Success, Customer Support, or Event Planning.
  • Have experience working with a nonprofit community of volunteers.
  • Have experience working with external vendors (software, swag).
  • Are comfortable using project management software, such as ClickUp, Asana, Trello, Airtable, customer support software, and collaboration software.

Salary Range: ($103,000- $151,000)
This range is provided by Crisis Text Line. Your actual pay will be based on your skills, experience, location, and applicable law (such as local minimum wage laws). We pay competitively in the tech-forward nonprofit space and offer a robust benefits package.

Benefits:

Crisis Text Line employee  benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support. 

 Benefits include: 

  • 20 paid holidays including:
    • Federal  holidays like Juneteenth and Labor Day
    • Election day
    • Holiday break from Dec 24  through January 1
    • 2 renewal days 
    • 2 floating holidays  
  • Flexible  paid time off, including: 
    • 15 vacation days
    • 3 personal days
    • 7 sick days 
  • Medical, dental, and vision benefits for the staff member and family at no cost to the employee
  • 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness,  regardless of personal contribution
  • 12 weeks paid parental leave (after 6 months of employment)
  •  Student loan repayment (after 2 years of continuous full time service)
  • Family support through a virtual childcare platform
  • Stipends/Allowances
    • Mental health  (Monthly) 
    • Internet Service (Monthly) 
    • Professional Development (Annual)
    • Wellness (Annual)
    • Home office setup (One time/First year)

(Benefits only apply to full-time employees)

Crisis Text Line is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We provide reasonable accommodation to individuals who have a disability and meet the skill, experience, education, and other job-related requirements of the role to allow the individual to perform the essential functions of the job.



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Applications are now closed