• New SMS and Online Chat Crisis Support
• Part time, 5 -20 hours per weeks positions available
• Not for Profit Salary sacrificing tax benefits

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 Company:

Lifeline is Australia’s largest suicide prevention service with over 40 centres around the nation. There are over 10,000 volunteers and 1,000 employees working to ensure that no person in Australia must face their darkest moments alone.

Along with community services, Lifeline aims to deliver digital services to Australian people in crisis, wherever they might be and in the mode in which they are most comfortable accessing support. Each year, Lifeline receives almost 1 million contacts from people in crisis.

About the Role:

Lifeline is expanding its TEXT BASE SERVICE (SMS and On-line Chat) and is seeking additional ISS to join its team. This role is responsible for providing in-shift support to Crisis Supporters (CS’s) on the Text base service and work remotely to support CS’s across the Lifeline network. This key role provides immediate, real-time practice support, feedback and debriefing to CSs through instant messaging technology, is responsible for completing emergency interventions and mandatory reporting requirements and to coordinate the smooth running of the shift.

• Causal role, with possibility of becoming permanent
• Hours of work involves days, night and some weekends
• Role Reporting to the Service Delivery Lead
• Remote work from home role

Role responsibilities:

Real-time support:

• Providing immediate, real-time support and feedback to Crisis Supporters on the Text base service regarding policy, practice and procedure
• Providing initial debriefing for CS’s following difficult and high-risk interactions
• Completing emergency interventions and mandatory reporting requirements
• Proactively using instant messaging technology to provide support and direction to CS’s on duty
• Initiating a referral to the Centre Supervisor regarding issues of CS practice or wellbeing
• Monitoring Contact Centre to identify and provide support with issues such as interaction containment, policy guidance and documentation

Shift- Coordination

• Raising and resolving priority or immediate IT issues
• Ensuring shift and service cover is balanced with staff breaks, training and support
• Updating WFM records

Must haves:

• Ongoing full accreditation under a national health, social work or counselling registration board. Acceptable accrediting bodies include, but are not limited to Australian Health Practitioner Regulation Agency (AHPRA), Australian Counselling Association (ACA) Level 2 or higher, Australian Association of Social Workers (AASW) or Psychotherapy and Counselling Federation of Australia (Clinical Member)

OR

Accreditation as an experienced Crisis Supporter or In-Shift Supporter (with a minimum of 200 hours of service delivery)

• Evidence of well-developed skills and competency in crisis support practice
• Experience in a training or supervisory role
• Demonstrable skills in managing time efficiently
• A clear understanding of reflective practice and debriefing techniques
• Skilled in Microsoft Office Suite and other remote working technologies

Nice to haves:

• Lifeline Call Coaching Accreditation.
• Experience mentoring and coaching staff.
• Experience in supporting remote teams.

Benefits:

• Remote working from home with flexibility in hours.
• You will be part of an amazing team and growing team.
• Have a real impact on society working for Lifeline Australia
• Lots of variety and opportunities within the organisation
• Career development
• Expand your skill set and excel at a thriving time of transformation.
• Not-for-profit salary sacrificing tax benefits

Lifeline Australia is an equal opportunity employer.