NSW Quitline Supervisor

Overview

NSW Quitline Supervisor & Counsellor role at NSW Health is a full-time exempt position (until June 2027) located at 1 Reserve Road, St Leonards, Sydney. The role provides oversight of Quitline counsellors on shift and is the first point of escalation for clients and counsellors. You will deliver telephone counselling to people who smoke and/or vape, and provide informational support to carers, family members and health professionals about cessation care. Quitline hours are 8:00 am to 8:00 pm on weekdays and 8:30 am to 5:00 pm on Saturdays, with rostered shifts across the hours of operation.

Responsibilities

• Provide supervision to counsellors on shift and be the first point of escalation for clients and counsellors.
• Deliver telephone counselling to people who smoke and/or vape, and provide informational support to carers, family members and health professionals about cessation care.
• Complete clinical assessments, develop treatment plans, deliver evidence-based counselling, refer to other services, and conduct follow-up sessions to maintain client motivation and prevent relapse.
• Support diverse population groups with varying health conditions; work to maintain high-quality, client-centred service delivery.
• Monitor and evaluate the service; participate in quality improvement activities to ensure NSW Quitline is an efficient, evidence-based service.
• Demonstrate excellent verbal and written communication; be a team player with a solution-oriented attitude.
• Rostered 38 hours per week on rotating shifts, including weekends and hours outside business hours; backfilling shifts as required.
• Provide bilingual counselling support; bilingual applicants are encouraged, especially those who speak Arabic.

Qualifications / Essential Requirements

• Completed at least a 3-year bachelor's degree in counselling, social work or psychology, and a minimum of 3 years' post-clinical experience in counselling, eligible for registration with the relevant peak body.
• Demonstrated experience mentoring and training counsellors in a clinical service.
• Demonstrated experience identifying and implementing quality improvement opportunities for service improvement.
• High-level verbal and written communication skills, including clinical documentation and client communications.
• Ability to remain calm and deliver services with confidence and patience in a high-pressure environment.
• Willingness to work a variety of shifts, including weekends and outside business hours, with flexibility to backfill shifts when required.
• All Quitline staff are required to be non-smokers; a former smoker or vaper must have quit for at least six months.
• Experience in providing clinical services and advice in a call centre environment would be preferable but not essential.

Remuneration and Benefits

Remuneration: base salary $112,396.00 – $116,038.00 per annum, plus superannuation and 17.5% leave loading.

• 12% superannuation
• 4 weeks annual leave (plus 17.5% leave loading)
• 10 days sick leave
• 40 hours per week including monthly Allocated Day Off (ADO) x 12 per year

Access To

• Generous flexible working practices
• Fitness Passport: NSW government employee gym access for you and your family
• Novated car leasing arrangement
• Salary sacrificing to superannuation

Location, Hours & Working Arrangements

Location: 1 Reserve Road, St Leonards, Sydney

Hours: 38 hours per week on a rotating roster; Quitline hours are 8:00 am – 8:00 pm on weekdays and 8:30 am – 5:00 pm on Saturdays. Rostered shifts across the hours of operation required.

Application Process

• Resume (maximum five pages)
• Cover letter addressing the Essential Requirements
• Response to pre-screening questions

Additional Information

To submit your application please visit

• Applications Close: Monday, 8 September 2025 at 11:59 PM
• All Cancer Institute roles are based at St Leonards, Sydney; candidates are required to be Sydney-based.
• Aboriginal and Torres Strait Islander peoples are strongly encouraged to apply.
• Stepping Up programme information and accessibility adjustments policy.
• Requires Australian citizenship or permanent residency for permanent appointment.

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