[IPS News] Case Study: Building Safe Spaces for The Trevor Project

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Every day, LGBTQ young people from all walks of life log into TrevorSpace, the world’s largest moderated safe space for LGBTQ youth online.

Here, young people can support each other, share their stories, and find refuge from what might be a less than accepting environment offline.

Launched in 2008, TrevorSpace is housed under The Trevor Project, the foremost suicide prevention and crisis intervention organization for LGBTQ youth in the world. Having an affirming digital community has been an indispensable resource for the youth The Trevor Project aims to protect, but guiding it to the success it enjoys today has had its challenges.

Shortly after its launch, TrevorSpace rapidly grew to serve tens of thousands of users in just a few years. While the platform initially started on commercial community software, some unique requirements led the organization to go custom, building a community platform from the ground up.

Faced with increasing hosting and development costs and declining user activity, senior leadership faced a tough decision: either dramatically transform the program, or discontinue it altogether. That’s when Invision Community stepped in.

“We were already planning a digital transformation, replacing everything from our physical computers to our crisis services software infrastructure, the platforms that young people use to reach out to us, like TrevorLifeline, TrevorChat, and TrevorText,” John Callery, director of technology at The Trevor Project said of the challenges facing the organization at the time. “We had to be very careful with our resources and where we allocated our time.”

Continuing the TrevorSpace program would mean The Trevor Project needed to move to a solution that could be implemented and managed with very limited resources while still providing the quality of care that the community had come to expect. It also meant meeting the specific needs of the organization’s mission, particularly around safety.

After looking into the Invision Community platform per the suggestion of a team member, it became clear that they had all of the fundamentals TrevorSpace was looking for, like messages boards, social networking, and private messaging.

Here was a chance to save the platform.

Customers rarely have the opportunity to meet the people behind the technology they use. This wasn’t the case for The Trevor Project and the Invision Community team, who made it clear they believed in our mission to support LGBTQ youth in crisis and were willing to partner with us to realize our specific needs and figure out new solutions.

Through utilizing the Invision Community team’s applications and plugins, we were able to meet all of our community’s custom needs, adding functionality unique to TrevorSpace to protect our users, many of whom are especially vulnerable when it comes to their privacy. None of this would have been possible without the incredible support of the Invision Community team.

For just one example of how crucial TrevorSpace is to young LGBTQ people around the world, listen to Mani Cavalieri, the community’s product manager: “When the most prevalent forms of social media are so enmeshed with our in-person relationships, LGBTQ youth often lose a safe place to explore their identities. TrevorSpace is one of those special communities that balances anonymity (often a necessity for safety) with real, personal connections.” Since joining the team, Mani has already seen multiple instances of users finding lifelong friends - and even partners - over the years on TrevorSpace - and on the Invision Community platform, it is able to reach more users than ever before.

In January 2018, TrevorSpace received double the number of registrations than any other month in the program’s 10-year history. We continue to see more than a thousand new registered members each week.

As we begin international promotion of the program, we expect to break many more records in the coming year. As we continue to grow TrevorSpace, we also continue to rely on Invision Community’s extensibility.

Our mission is to improve support networks and mental resilience for our users. This requires us to understand our users’ behavior and needs from a different perspective than other online communities, and it will continue to require more custom solutions.

The marketplace of plugins, as well as the enthusiastic support of the Invision Community team, enable us to be bold in our ambitions, to build out a community that is truly unique in its class, and to improve the lives of those that need a supportive community the most.

As one user puts in, in their welcome message to each newcomer: “That's our little secret - there's some one here, going through what you're going through. Whether that be mental health, body issues, parents, friends, and whatever else life as someone who's LGBTQ+ can throw at you. Reach out, and someone will be there for you.”

- This entry was written by The Trevor Project team

https://www.trevorspace.org
https://www.thetrevorproject.org/

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