Digital In-Shift Support Supervisor

3 weeks ago

Sydney, New South Wales, Australia Buscojobs Full time
Availability to work a 24 / 7 roster including weekends, and late night / overnight shifts

The Digital Services In-Shift Support Supervisor at Lifeline Australia plays a vital role in our Digital Services ecosystem. This position serves as a key liaison, supporting our digital services Crisis Supporters (CS) and helping to expand our service to best support Help Seekers (HS).

The DISS will support, monitor, and coordinate the Digital Service CSs during shifts to ensure service quality, cover breaks, conduct debriefs, check-ins, monitor ratios, report technology issues, and promote continuous improvement. Key responsibilities include:

  1. Providing immediate, real-time practice support and feedback to CSs across the Lifeline network.
  2. Providing initial debriefing for CSs following difficult or high-risk interactions.
  3. Carrying out emergency interventions and mandatory reporting.
  4. Using instant messaging technology proactively to support and guide CSs on duty.
  5. Ensuring shift coverage is balanced with staff breaks, training, and support.
  6. Managing daily staffing and Workforce Management (WFM) duties.
  7. Handling the ISS inbox and voicemail during shifts.

Experience Requirements

  1. A minimum of 100 hours as a Lifeline Digital Services Crisis Supporter, demonstrating well-developed crisis support skills.
  2. Understanding of reflective practice and debrief techniques in crisis support.
  3. Willingness to complete or already completed LLA training, including coaching and ISS training.
  4. Education in youth work, social work, counselling, psychology, or allied health (2 years post accreditation desirable).
  5. Ability to obtain a current Working with Children Check and Police Check.
  6. Experience in remote delivery of allied health services (desirable).
  7. Proficiency with software including Microsoft Office, online meeting platforms (e.g., Chat, Zoom), and accurate data entry skills.

Other Requirements

  1. Ability to work on a 24/7 rotating shift roster.
  2. Effective time and workload management skills.
  3. Ability to work independently and proactively contribute to a team.
  4. Discretion, professionalism, and a growth mindset.
  5. Comfort working in a fast-paced, evolving, and collaborative environment.

Home Office Requirements

  1. Reliable high-speed internet connection at home.
  2. Private workspace with a desk, chair, lighting, and Occupational Health compliance.
  3. Computer capable of running the latest OS, with a camera, keyboard, mouse, and preferably dual screens.
  4. Phone service for outages or emergencies.

Employee Benefits Package

  1. Salary Packaging options for tax savings.
  2. Access to Lifeline Learning Academy courses and e-learning modules.
  3. Employee Assistance Program offering free counselling for employees and families.

How to Apply

Click the "Apply Now" button and submit your:

  1. Resume
  2. Cover letter addressing role requirements
  3. Complete all screening questions

We value diversity and are an equal opportunity employer.

Next Steps

If selected for the next stage, you will be contacted. Ensure your application is complete, including responses to screening questions, as incomplete applications will not be considered.

Role Type

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