About the role

The purpose of the Practice and Service Quality Manager is to provide leadership in best practice across the telephone and digital services that On the Line provides to people across Australia. As part of the senior leadership team this role has significant influence across the business and will suit someone looking to make an impact at scale. On the Line provides over 130,000 occasions of service per year and the Practice and Service Quality Manager will positively influence them all.

Reporting to the Head of Service Design and Innovation this role will lead the Practice and Service Quality team to deliver on a range of initiatives and a program of work which will contribute to high-quality and safe services, high performing and engaged counsellors, great outcomes for clients, funder satisfaction and strong clinical governance.

Key Activities

• Best Practice and Service Quality: Provide thought leadership and expertise on counselling best practice and service quality, ensuring continuous improvement and contemporary thinking is translated into service models and delivery
• Service Development: Provide a practice and quality lens in the development of new On the Line services including the development of theories of change/program logics
• Quality and Practice Governance: Ensure that On the Line complies with all relevant standards and legislation commensurate to the service that we provide, the people we employ and the people that we support
• Client Outcomes and Practice Knowledge: Support On the Line to bring the voice of the client and lived experience into the organisational thought process in accordance with the organisations Clinical Governance Framework
• Other activities include playing a leadership role in supporting the organisation to attain appropriate accreditation/standards. Annual American Association of Suicidology (AAS) self-audit completed, and documentation prepared for the 5-year onsite AAS audit

What you bring to the role

• Tertiary qualification (minimum Bachelor) in Psychology, Social Work or Counselling or equivalent experience
• Minimum of 10 years’ relevant sector experience
• An unrivalled passion on supporting best practice and service quality and coaching others to continuously learn and improve
• Extensive knowledge of best practice in men’s social health, crisis counselling, suicide prevention, relationship counselling, child abuse and family and domestic violence
• A thorough understanding of effective practice supervision, both individual and group
• Demonstrated experience in the governance of risk and a strong understanding of clinical governance
• 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 experience in providing practice guidance to staff using practice guidelines and a current evidence base to inform decision-making
• Demonstrated management expertise, particularly concerning planning and implementing service models and supervising staff
• Demonstrated team building and leadership skills and the capacity to work effectively with a diverse range of people
• Well-developed project management skills and attention to detail

Working Rights

• The right to work unrestricted in Australia (evidence will be required)
• A current National Police Records Check (or willing to apply for one)
• Working with Children Check (or willing to apply for one)

We offer

• Generous salary packaging arrangements
• Supportive, friendly and collaborative environment
• Flexible work arrangements