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