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Practice and Service Quality Manager

On the Line Australia

About Us

On the Line is a professional social health organisation that delivers outsourced digital counselling solutions on behalf of our funders. Our 24/7 telephone, online chat and video counselling services are staffed by professional counsellors, psychologists or social workers who have experience working with a range of social and mental health issues.

What you will be doing:

  • Provide thought leadership and expertise on counselling best practice and service quality, ensuring continuous improvement is translated into service models and delivery
  • Design and deliver a program of work to the operational workforce to drive best practice and service quality
  • Lead quality assurance activities to ensure that the interactions between clients and counsellors are consistent with internal policies and procedures
  • Use data to enhance quality and service practice at an operational level
  • Ensure that the business complies with all relevant standards and legislation
  • Manage the complaints and feedback process in a timely and effective manner
  • Develop and maintain the service quality evaluation framework that evidences client outcomes and practice/service quality and use this information to support operational excellence, innovation and accountability
  • Develop and maintain a repository of resources that provides a basis for an evidence-based approach to everything that the Practice and Service Quality Team does
  • Provide high-quality reporting to the Head of Service Design and Innovation within agreed timeframes

About You

  • Must have tertiary qualification (minimum Bachelor) in Psychology, Social Work or Counselling or equivalent experience
  • Must have demonstrated experience in the management of client risk & strong understanding of clinical governance
  • Must have minimum of 10 years’ relevant sector experience
  • Knowledge of and experience in men’s social health, crisis counselling, suicide prevention, relationship counselling, child abuse and family violence issues is desirable
  • Extensive practice supervision experience, both individual and group with leadership and program management experience
  • Demonstrated ability to apply counselling approaches to social health issues and needs
  • Demonstrated ability to conceptualise, design, implement and review effective systems for service quality and practice assurance
  • Demonstrated management expertise, particularly concerning planning and implementing service models and supervising staff
  • AHPRA Psychology Board of Australia general registration as a psychologist. Practice endorsement optional and AHPRA Psychology Board of Australia Board-approved supervisor are desirable

Benefits

  • Generous salary packaging arrangements
  • A supportive, friendly and collaborative environment
  • Employee Assistance Program

You must have unrestricted working rights in Australia to be considered for this position

Only shortlisted candidates will be contacted

No agency enquiries or applications please

www.ontheline.org.au

How to apply

This job ad has now expired, and applications are no longer being accepted.

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