Transform Digital Healthcare with Telstra Health

At Telstra Health, we're shaping the future of healthcare with connected solutions that make care safer, faster, and more seamless. From hospitals and clinics to aged care and community programs, our technology empowers teams to deliver better care-wherever it's needed.

Trusted across programs like 1800Respect, the Leaving Violence Program, and the National Cancer Screening Registry, we connect care in ways that truly make a difference.

About the Role

The Specialist will be responsible for overseeing the day-to-day operations of the 1800RESPECT Clinical Support Line, ensuring the efficient and effective function and delivery of the service. This role requires strong leadership, communication, and organisational skills, as well as a deep understanding of staff well-being and trauma-informed care practices.

What You'll Be Doing

• Service Delivery: Contribute to a dedicated team that oversees the day-to-day support of First Response Counsellors on shift.
• Respond to Inquiries: Promptly and professionally handle incoming calls, emails, or chat messages from individual staff seeking support or information related to the role of first response counsellor.
• Assess Needs: Assess needs, and potential risks, while ensuring safety and well-being of staff and individuals seeking support.
• Provide Information and clear guidance: Offer accurate and up-to-date information on relevant resources and support, tailored to the individual's unique needs and circumstances.
• Debriefing: Utilise intervention techniques such as Psychological First Aid to support and assist staff experiencing emotional distress or immediate crisis situations, while working to connect them with appropriate resources.
• Maintain Confidentiality: Uphold strict confidentiality standards to protect the privacy of callers and adhere to all relevant policies, procedures and guidelines, laws, and regulations.
• Develop a comprehensive understanding of the set KPI's and assist staff to work within the frame of expectation.
• Assist with MCT's and emergency service support for immediate staff and stakeholders.
• Provide feedback for continuous development and embrace changes for ongoing growth and best practice.

Working Arrangements

• Willingness to work a variety of shifts and outside of normal business hours on occasions to meet operational requirements.
• Willingness to undertake further training and development.
• Upholds and models the values and behaviours of Telstra Health.

About You

• Be qualified counsellors registered with either the Australian Counselling Association (Level 3 or above) or psychotherapy and Counselling Federation of Australia (PACFA- Clinical); or
• Be qualified social worker registered with full AASW membership; or
• Be registered psychologists with AHPRA (General).
• Hold Current Working with Children Checks, or the capacity to obtain prior to commencement.
• A completed minimum bachelor's degree from an approved provider (Approved courses can be found via the relevant peak body)
• Minimum 4 years trauma counselling experience (preferably telephone counselling) or full-time equivalent experience in specialised sexual assault, domestic and family violence counselling
• Capacity to work and support staff, whilst remaining calm and embedding self-care practices.
• Ability to rapidly develop a thorough knowledge of 1800RESPECT's delivery model, including counselling model, policies and procedures.
• A robust understanding of federal and state-based legislation, including child protection legislation relevant to service delivery.
• Demonstrated understanding and experience of quality practice standards and understanding process involved in compliance.

About Us

• Flexibility isn't a perk - it's how we work! Love solving meaningful problems in an innovative, evolving environment? You'll fit right in! At Telstra Health, your work is impactful, your growth is supported, and your ideas are heard.
• By joining our team of health and tech experts - you'll learn, grow, and make a real-world difference.

Perks & Benefits

• Free Telstra mobile & plan (eligible employees only)
• 25% off Telstra products & services
• 16 weeks paid gender-equal parental leave + extra leave options
• Career breaks, study support & ongoing learning programs
• Free 24/7 professional support for you & your family
• Employee rewards program: discounts on shopping, gyms, movies, health insurance & more

We're committed to inclusion. Aboriginal and Torres Strait Islander people, individuals from all backgrounds, and those living with or caring for someone with a disability are encouraged to apply. Even if you don't tick every box, we want to hear from you.

We're a Circle Back Initiative Employer-you'll get a response for every application.

Apply today to join a team that's making a real difference in healthcare.

To submit your application please click 'Apply Now' by the closing date.

 Learn more about how Telstra Health is improving lives through digitally-enabled care here.