17,000+
Users have accessed training content
1,800+
Current active users
Industry: Non-Profit, Services
Use Case: Internal Training, Volunteer Training
Products: Litmos with Salesforce Integration
Customer Since: 2022
Who is The Trevor Project?
The Trevor Project is the leading suicide prevention and crisis intervention nonprofit organization for LGBTQ+ young people. They provide information & support to LGBTQ+ young people 24/7, all year round. They provide crisis services, advocacy, research, peer support, and public education to people across the nation.
The Trevor Project’s mission? To end suicide among LGBTQ+ young people. At the heart of its life-saving mission is a dedicated team of internal employees and volunteer counselors trained to deliver compassionate, accredited, crisis intervention services. To train these volunteers and employees, The Trevor Project invested in Litmos.
“To maintain our accreditation and ensure that we continue to have knowledgeable and prepared Counselors and support staff, team members are expected to complete all required training. Litmos makes this more possible by allowing us to deliver learning efficiently and effectively to learners in a variety of geographical locations.”
Why The Trevor Project Chose Litmos LMS for Crisis Counselor Training
The Trevor Project’s training goals focus on equipping crisis counselors to support thousands of people each year across text, chat, and Lifeline (The Trevor Lifeline is one of the services they provide to LGBTQ youth in crisis; people can reach out to in the modality that feels best for them). The organization’s training team is responsible not only for onboarding new counselors but also for providing ongoing education to its existing counselor community. Maintaining rigorous training standards is essential to meet accreditation requirements and ensure the highest level of support for LGBTQ+ youth in crisis.
Before Litmos, The Trevor Project had a big challenge: how to deliver thorough, high-quality training to their nationwide team of staff and volunteers without disrupting their 24/7 crisis support service. They needed a solution that offered the right mix of live training and flexible, on-demand learning to keep everything running smoothly.
“Litmos allows us to meet trainees where they are with asynchronous elements that they can complete at their own pace and on their own time,” says Nova Bright-Willams, Head of Internal Training, Learning & Development. With Litmos, they can deliver high-quality, continuous training while tracking learner progress.
“Litmos LMS was chosen for its ability to provide both asynchronous and synchronous training for our crisis intervention counselors. This addressed our main pain point of needing to train a geographically dispersed staff and volunteer community while maintaining 24-hour service availability. Our goal is to train counselors to support a high volume of contacts, and Litmos allows us to deliver rigorous training that meets accreditation requirements and track progress.”
Staff and Volunteer Training Success with Litmos
Through Litmos, The Trevor Project successfully trains thousands of crisis counselors each year while maintaining uninterrupted 24/7 crisis support. The counselors must achieve over 40 hours of training. The platform supports compliance with accreditation requirements through tracked, rigorous learning paths and has significantly reduced training costs by minimizing the need for live, synchronous sessions.
“To maintain our accreditation and ensure that we continue to have knowledgeable and prepared Counselors and support staff, team members are expected to complete all required training. Litmos makes this possible, and easier, by allowing us to deliver learning efficiently and effectively to learners in a variety of geographical locations.,” explains Bright-Williams.
The Trevor Project leverages several key Litmos features to deliver impactful and scalable training. Flexible learning paths, built with SCORM files and multimedia, support learner autonomy and accessibility, while audience segmentation through the Teams and Roles & Permissions features allow for role and team-specific content assignment, streamlining delivery. Manual progress editing offers critical flexibility for tracking learner development in a remote environment. Additionally, according to Bright-Williams, “we make regular use of custom reports for tracking learning progress completion, both for individuals and across teams. This is a particularly valuable feature when time-sensitive learnings are assigned, as the information in these reports gives us the ability to follow up with individuals, as needed, with accurate and specific information about their learning status.”
Another key factor in the Litmos + The Trevor Project partnership is the integration between Salesforce and Litmos. With Litmos’ pre-built connector, when a learner with a Salesforce Contact record completes a module in Litmos, that information is visible on their Contact record.
“The Litmos and Salesforce integration means we can easily see up to date training information exactly when we need to in Salesforce, whether that’s checking if an individual is ready to progress to the next volunteer stage, or reporting on what percentage of a cohort has completed a new module,” describes Marina Shuman, Senior Salesforce Manager at The Trevor Project.
To measure ROI, the organization compares the effectiveness and reach of asynchronous learning in Litmos to traditional webinar-based training. “We look at how many learners we are able to train in an asynchronous format vs synchronous webinar-based training. We look at learners who are able to progress through training in a 24/7 environment, and we couldn’t do that without Litmos”, says Bright-Williams. Key performance indicators include pre- and post-training assessments, capstone role-play evaluations conducted live in synchronous environments with a dedicated trainer, and learner feedback, ensuring each counselor is fully prepared to support LGBTQ+ youth in crisis.
When asked about the overall benefits of Litmos, Bright-Williams noted: “Litmos allows us to meet each trainee where they are at on their own time. It has been invaluable to support our 24/7 operations, and we get positive feedback all the time from folks about how easy it is to use.”
“From an admin perspective, the system is easy to learn and smooth to navigate once you’ve learned where to look for what you need to perform desired tasks. Feedback we receive from learners about using the system to complete their assigned training is positive! Folks state that they are able to intuitively navigate through our complex and often difficult training material.”
Looking Forward for The Trevor Project + Litmos
Looking ahead, The Trevor Project plans to enhance post-assessment outcomes to further support accreditation readiness, explore expansion of Litmos into departments beyond Crisis Intervention, and continue innovating with new training modules and asynchronous content to drive engagement and performance.
By implementing Litmos LMS, The Trevor Project has effectively modernized its training approach by empowering a national network of crisis counselors with flexible, impactful learning experiences. This transformation has played a crucial role in furthering the organization’s life-saving mission, allowing more young LGBTQ+ individuals to receive the support they need, exactly when they need it.
“With Litmos, we are able to train more counselors with fewer synchronous elements which helps to keep costs more affordable”