• Location: Sydney (CBD)
• Appointment type: Full Time Ongoing

Lifeline Australia is a National Charity providing all Australians experiencing a personal crisis with access to 24 hour Crisis Support and Suicide Prevention Services.

About the Role:

The purpose of the Quality Facilitator is to promote high quality consistent crisis support practice across Lifeline national services, in particular 13 11 14; provide national support under direction to Centre staff delivering National Crisis Support Services; support the development and implementation of service quality improvements and contributes to the development and monitoring of related crisis support practice policy, procedure and guidelines. While the focus of the role is currently the Lifeline 13 11 14 crisis line, crisis support chat and online information services, in time it will also provide support to new national initiatives as they move from trial projects to business-as-usual services delivered byLifeline Centres.

Education and Experience requirements:

Essential:

• Minimum undergraduate degree in psychology, counselling, mental health nursing or social work.
• Eligible for registration as a mental health professional (psychologist or mental health nurse), or relevant accreditation in other fields (e.g. PACFA Clinical Member, AASW).
• Minimum 3 years full time (or equivalent) proven experience in providing counselling or clinical advice/ services

Desirable:

• Experience in complaint and feedback management
• Training qualifications/experience
• Tele-mental health experience

Position Specific Competencies:

• Demonstrate a sound understanding of social, emotional and mental health issues, crisis support and suicide prevention.
• Effectively work within the complaints management framework to triage, assign, escalate and manage complaints and feedback as they come into the organisation.
• Enhanced communication skills to facilitate positive conversations with complainants.
• Provide clinical inputs into policy relating to crisis support or mental health and wellness issues.
• Demonstrate effective interpretation of policy and procedure application in a service delivery environment.
• Ability to develop extensive understanding and knowledge of Lifeline crisis support policy, procedures and guidelines.
• Demonstrate understanding of complex organisational structures and communication channels.
• Efficiently compile and disseminate relevant reports on the crisis support team’s activities.
• Support clinical governance initiatives and processes across the organisation.
• Implement effective and innovative communication and engagement techniques to promote and enhance quality crisis support practice (including the ability to facilitate workshops and remote meetings).
• Proactively review crisis support and suicide prevention approaches to ensure Lifeline services are in line with best practice.
• Work effectively with other team members, external service providers, Lifeline Australia staff and Centres to achieve identified outcomes.
• Ensure effective and timely communication with Centres and other third parties through a range of technologies.
• Demonstrate effective and proficient use of MS skills, including Excel, Outlook, PowerPoint and Word.
• Display excellent written and verbal communication skills