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

Desirables:

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

Benefits:

• 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.