TrevorSpace Moderator

Job description

About Trevor: The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years. Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values: Heart - We care deeply and commit to do what matters Integrity - We build trust through our words and actions Community - Together, we are an unstoppable force for good Belonging - We serve as allies to the mission, and to each other Progress - We continually move onward and upward Applicants and staff must be authorized to work for any employer in the United States. The Trevor Project will not sponsor an employment visa for this position. **Role:** TrevorSpace Moderator **Location:** This role will be remote in the continental United States, Alaska, or Hawaii **Reports to:** Senior Manager, TrevorSpace Trust & Safety **Eligibility:** Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role. **Classification:** Exempt Full Time **Union Role?** Yes **Salary Range:** Starting at $28/hr **Summary:** TrevorSpace is a supportive, affirming online community for LGBTQ youth and their allies - and it is growing rapidly. The TrevorSpace Community Moderator will assist in the daily tasks of running TrevorSpace, focused on supporting TrevorSpace users with general tech functions and managing the upkeep of the TrevorSpace community. You will interact directly with TrevorSpace users and collaborate with The Trevor Project’s crisis services team to evaluate at-risk content. TrevorSpace operates 24/7/365, and this role requires non-standard working hours, with a 5-day workweek that will include at least one weekend day. In this role, you will see and handle situations involving violence, harm, suicide, self-injury, child sexual exploitation, bullying, harassment, hate speech, violent/graphic content, sexual solicitation, cybersecurity, account integrity, and protection of minors. Additionally, you will be required to work with various law enforcement agencies, as required. ### Roles and Responsibilities: - Perform community management tasks and interact with users to help them use TrevorSpace. Examples of these tasks include approving user clubs, processing account deletions, and responding to users on the site itself. - Assist with moderation to keep the community fun, safe, useful, and affirming, including reviewing users and content that were flagged by other users for unwanted/unsafe behavior - Review user content for potential violations of community guidelines. - Thoughtfully and intentionally apply TrevorSpace guidelines to ensure community standards - Monitor TrevorSpace content for emerging risks and send digital resources to users posting content indicating suicidal ideation - Document and share user feedback and suggestions to improve the community, as well as trends/patterns among user conversation - Ensure protocol is followed on the documentation and reporting of activity on TrevorSpace - Ensure the timely submission of reports and calls to law enforcement; child protective services; NCMEC; and other agencies as deemed necessary - Contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people, while fostering an inclusive approach to your direct work and engagement with Trevor colleagues across the organization - Continually grow your LGBTQ competency and awareness - Respond to inquiries that come in within a timely manner - Work with emergency services to send support to youth in crisis - Facilitate discussion with users when appropriate - 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 - Demonstrate a commitment to fostering and maintaining an environment of diversity, inclusion, and belonging - Other relevant duties and responsibilities as assigned ### Minimum Qualifications: - Experience managing online communities, with a focus on harm reduction & user safety - Experience with online content moderation - Experience understanding and implementing online policies related to trust & safety - Experience submitting reports to law enforcement; NCMEC; and child protective services - Proven collaborator who approaches all work and interactions with empathy and inclusion. - Proven ability to listen and respond to develop mutual understanding - Proficiency in spoken and written English