• 12 Month- Fixed Term – Full Time position
• New SMS and Online Chat Crisis Support
• 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:

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 Text (SMS and Online Chat) was developed as a non-verbal crisis support channel to support the nearly half a million Australians in crisis each year who are not comfortable seeking help through existing verbal pathways. This is an area of high demand and growth within Lifeline. Lifeline is expanding its text-based support services. This role is an oversight position managing teams of remote text-based support volunteers.

Reporting to the Service Delivery Lead, the Text Team Leader Role has these core components, with your time being shared across each:

• Contribute to the development of plans, projects, strategies and team goals, while achieving project budgets and deliverables.
• Training, coaching and supervising, line management and support of a caseload of volunteer Text Crisis Supporters and new in-shift support staff.
• Conducting webinars, quality reviews and audits of their interactions with help seekers, continued quality improved and subsequent skill improvement activities, coaching, engagement and well-being checks and support as required.
• Providing in-shift support, practice and technical support to Text Crisis Supporters.
• Raising and resolving priority or immediate IT issues. Ensuring shift and service cover is balanced with other ISS, staff breaks, training and support.

Essential Requirements:

• 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

• Experienced Lifeline 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 working independently, managing time and multitasking.
• A clear understanding of reflective practice and debriefing techniques.
• Highly skilled in Microsoft Office Suite and other remote working technologies.

Nice to haves:

• Experience in working remotely and supporting remote teams.
• Training and or coaching accreditation.
• Experience with call centres service or telehealth.
• Experience with Lifeline text and chat service.

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
• Expand your skill set and excel at a thriving time of transformation.
• Training provided.
• Continued professional development and supervision.

• Not-for-profit salary sacrificing tax benefits.

Please note - this is full time long-term contract role; Monday-Sunday rotating roster from 9am – 1am initially and in future may have requirements to work on a 24/7 roster.