About the role

Working as part of a team, you will deliver social media moderation services on behalf of On the Line’s funders. This includes monitoring forums and /or other social media platforms with a focus on suicide or men’s mental health and family violence, in line with agreed guidelines and service levels. You will actively engage in our forum communities using sound community building principles. Administration activities including tracking of actions undertaken and management of escalated risks, in order to support the seamless delivery of services.

Depending on Victorian Government restrictions, this role will have a blend of working from home and office shifts. This is a fixed-term role for 6 months with the possibility of extending or made permanent.

Key Activities include:

• Monitor prescribed social media pages on Beyond Blue and ReachOut for clinical and reputational risk as per guidelines
• Execute a response to any adverse post that adheres to the prescribed response protocols specific to that social media page
• Utilise clinical judgement whilst working with members of forums, parents and other platforms
• Monitor forums for clinical and reputational risk
• Undertake administrative work in accordance with directions from the Team Manager

To be considered for this role, you must have:

• Minimum Cert IV in Mental Health or equivalent qualification
• Must be able to work a rotating shift work roster including evenings, overnights, and weekends
• Social media/forum moderation is highly desirable
• Mental health sector experience is essential
• Strong administration skills
• A range of computer applications including Word, Excel, Hootsuite
• Excellent communication and written skills
• Ability to work in a dynamic team
• Understand confidentiality protocols
• Strong attention to detail
• Strong customer service mindset

Working at Home Requirements

As this is a digital-based telephone and chat service, there are minimum setup requirements for you to adequately perform in this role when working at home, including:

• A safe and quiet workspace
• Stable and consistent internet connection
• You have strong IT skills and proficiency in telephony-based systems where you are comfortable navigating software, typing and talking at the same time

Salary and benefits:

• Level 4.1 $37.54 (plus 10% Superannuation) of the Social Community, Home Care and Disability Services Industry Award 2010
• Access to supervision, debriefing, and EAP as well as continuous development opportunities
• Salary Packaging to boost your take-home pay

The Position Description is available attached below or via this link.