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Crisis Counselling Supervisor - Tele Health / Text

Lifeline Australia

About the Role:

The purpose and key focus of the role is to manage indirectly Crisis Supporters and directly In-Shift Supervisors across Lifeline network so that a high availability and quality service is delivered. The person fulfilling this role will be a compassionate and thoughtful leader who is motivated to ensure Australian’s can access help when in crises. You will be comfortable working within multi-disciplinary teams to stand up and deliver tele health services through a variety of channels.

The Crisis Counselling Supervisor – Tele Health/ Text will work closely with the in-shift supervisors to ensure the delivery of responsive crisis support services.

Experience and Education

  • Hold 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)
  • Be registered with Lifeline Australia

Essential Requirements:

  • 5+ years’ experience in social services, mental health, social work, psychology or related field leading a team
  • Proven experience in Service Delivery via a remote or blended workforce and partnership models.
  • Able to leverage continuous improvement based on strategic needs
  • Budget experience and managing staff for non-for-profit sector
  • Change implementation
  • Strong stakeholder management skills
  • Very strong engagement and community consultation skills
  • Complaints handling/conflict resolution experience
  • Appropriate qualifications in social service or science to ensure full understanding of the mental health sector
  • Proficient in Microsoft Office Suite

Position Duties:

Key activities of the position will be to:

  • Manage a team of support supervisors to ensure high quality crisis support
  • Ensure the daily operations delivery’s on key performance metrics
  • Taking a lead role in service delivery initiatives
  • Oversee, facilitate and support the operations governance for service delivery including the development of documentation and communication tools
  • Ensure that quality standards are upheld through the establishment of quality processes and procedures
  • Develop and implement a continuous improvement program
  • Other duties as required to support the Human Resources team


  • Completion of the current CSWT eLearning if they have not undertaken a Crisis Supporter or ISS role within the last 2 years


  • 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.

How to apply

Interested applicants should submit their application addressing the Essential Requirements and Position Duties together with their resume to recruitment@lifeline.org.au, using the subject line: Crisis Counselling Supervisor - Tele Health / Text application via EthicalJobs by COB Friday, 10 April 2020.

Only shortlisted candidates will be contacted for interview.

Lifeline Australia is an equal opportunity employer.

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