Support Line Specialist

Support Line Specialist - Leaving Violence Program

Join to apply for the Support Line Specialist - Leaving Violence Program role at Telstra Health

Support Line Specialist - Leaving Violence Program

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Join to apply for the Support Line Specialist - Leaving Violence Program role at Telstra Health

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Join Telstra Health in Making a Difference

At Telstra Health, we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.

As part of this, Telstra Health delivers critical Family, Domestic and Sexual Violence (FDSV) services, ensuring people experiencing violence have access to safe, trauma-informed, and high-quality support. Our teams play a vital role in providing these essential services, and we are committed to ensuring they have the training, systems, and resources they need to deliver compassionate and effective care.

About the Leaving Violence Program

From 1 July 2025, Telstra Health will deliver the Leaving Violence Program (Program), a nationally funded initiative by the Australian Government. The Program will support victim survivors who plan to leave or have left a violent intimate partner relationship by providing individualised financial support packages, as well as safety supports through risk assessments, safety planning and referral support.

The service operates Monday to Friday, 8:30 am to 5:30 pm (local time) across all Australian states and territories, excluding national public holidays. This nationwide structure ensures comprehensive coverage across all time zones.

Our Commitment and Program Principles

The Program is underpinned by four main principles:

• Trauma-informed - Individuals receive a trauma-informed, person-centred service.
• Culturally responsive - Individuals receive a culturally informed service, with a specific focus for Aboriginal and Torres Strait Islander peoples.
• Accountable – Telstra Health is responsible and transparent to the Department of Social Services
• Ethical – Telstra Health operates with honesty and integrity, is trusted and diligent.

The Program principles are designed to reflect and respond to each victim-survivors experience of intimate partner violence. Using these Principles, the Program will provide for a trauma-informed and person-centred service by empowering choice and autonomy. The Program is a key initiative under the National Plan to End Violence against Women and Children 2022-32, designed to complement other services available to victim-survivors that work towards ending gender-based violence.

What's the opportunity?

We are seeking a Support Line Specialist based in Western Australia to join Telstra Health to deliver the Leaving Violence Program on behalf of the Australian Government. You will play a critical role in ensuring safe, high-quality, and trauma-informed support for individuals impacted by family, domestic, and sexual violence. In this role, you will provide real-time support and operational support, making key decisions to guide frontline staff, focusing on:

• Enhancing real-time support of individuals at risk, including risk assessment, safety planning and referral.
• Supporting victim-survivors as they navigate financial aid options and transition out of violent relationships.
• Guiding staff in providing trauma-informed, survivor-centred responses that prioritise safety, autonomy and wellbeing.

Working closely with Team Leaders, Clinical Practice Lead's and Workforce Planners, you will monitor service delivery, manage escalations, approve cases and appeals, and uphold best-practice responses. Your expertise will directly influence service quality, and operational efficiency in this nationally significant program.

If you are a strong decision-maker who thrives in an operational environment and wants to make a meaningful impact, we encourage you to apply.

About the role

The Support Line Specialist will be responsible for:

Real-time Support

• Provide immediate support and operational guidance to frontline staff, ensuring trauma-informed and culturally responsive service delivery.
• Monitor live service operations to identify risks, intervene in high-risk cases, and ensure operational continuity.
• Guide frontline staff through complex safety planning, ensuring that victim-survivors receive the right risk assessment and exit strategies.
• Ensure victim-survivors receive appropriate referrals, including housing support, legal assistance, and financial support packages.

Case Review and Approvals

• Conduct case reviews before case closure.
• Approve financial support packages, ensuring that victim-survivors receive the necessary assistance to safely transition out of violence.
• Oversee appeals, second approvals, and complex case escalations, ensuring that decisions align with best-practice service standards.
• Manage application merges to ensure data accuracy and prevent duplication of services.
• Provide immediate guidance on mandatory reporting obligations, ensuring all legal and procedural requirements are met.
• Support frontline staff in handling emergent calls including malicious call tracing, ensuring appropriate intervention, escalation, and safety planning.
• Deliver immediate debriefing for frontline staff following critical incidents, high-risk cases, or emotionally complex client interactions.

About you

To succeed in this role, you will need to meet the following:

Qualifications

• Based in Western Australia (WA)
• A bachelor's degree in social work, psychology, counselling, mental health, or a related field.
• A postgraduate qualification in one of the following or equivalent:
• Social Work
• Psychology or Psychological Science
• Counselling or Psychotherapy
• Criminology and Community
• Indigenous Trauma and Recovery Practice

Membership and Credentials Required

Registration or accreditation with at least one of the following:

• Australian Counselling Association (ACA) – Level 4
• Australian Association of Social Workers (AASW) – Mental Health Accreditation
• Psychotherapy and Counselling Federation of Australia (PACFA) – Clinical Registration
• Australian Health Practitioner Regulation Agency (AHPRA) – General or Clinical Registration
• Current Working with Vulnerable People Check (or ability to obtain before commencing).
• Completion of a National Police Check (or ability to obtain before commencing).
• Verification of the right to work in Australia. If qualifications were obtained overseas, formal verification within Australia by PBR (Professional Bodies Recognition) is required.

Experience

• Minimum 4 years' experience in family, domestic, and sexual violence (FDSV) services, including direct client support and safety planning.
• At least 1 year experience in people management or operational coordination, including real-time service monitoring, quality assurance, and complaints handling in an FDSV context.
• Strong understanding of risk assessment, trauma-informed care, and safety planning for high-risk FDSV cases.

Skills

• Decision-making in real-time service environments
• Case review, second approvals, and appeals management
• Risk management, crisis intervention, and mandatory reporting support
• Quality assurance and compliance in clinical service delivery
• Workforce monitoring in a virtual setting
• Strong stakeholder engagement and ability to support operational teams

Why join Telstra Health?

• We're a fast-paced, dynamic environment — perfect if you thrive on innovation and continuous improvement.
• We actively support career growth, offering pathways to internal opportunities and ongoing development.
• You'll be joining a team that's passionate about making a real difference in health and wellbeing outcomes across Australia.

And it doesn't stop there…

• Avenues for growth and development across Telstra Health.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through our Employee Assistance Program (EAP).
• Employee rewards program including discounts on shopping, gym memberships, movie tickets, health insurance and more.
• Multiple leave options, including:
• Family and Domestic Violence leave
• Cultural leave
• Volunteer leave
• Study leave
• Option to purchase additional leave.

Our commitment to diversity, equity and inclusion

We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability, to apply. Even if you don't meet every requirement listed above, we encourage you to apply today or contact us at recruitment@health.tesltra.com to discuss your interest.

Applications will be assessed and shortlisted as they are received — so apply today

We are a Circle Back Initiative Employer — we commit to responding to every applicant.

Seniority level

• Seniority levelNot Applicable

Employment type

• Employment typeFull-time

Job function

• Job functionHealth Care Provider
• IndustriesIT Services and IT Consulting

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