Telephone Counselling Supervisor

24 hours ago

Sydney, New South Wales, Australia beBeeCareer Full time $112,396 - $116,038

Summary of the role:

  • This role is a challenging and rewarding opportunity to oversee Quitline counsellors on shift, provide expert clinical guidance, and support diverse population groups with varying health conditions.

The successful candidate will be responsible for delivering telephone counselling to people who smoke and/or vape, providing informational support to carers, family members and health professionals about cessation care, and completing clinical assessments, developing treatment plans, delivering evidence-based counselling, referring to other services, and conducting follow-up sessions to maintain client motivation and prevent relapse.

In addition, the role requires working collaboratively as part of a team, participating in quality improvement activities, and maintaining high-quality, client-centred service delivery.

Key Responsibilities
  • Provide supervision to Quitline 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 Quitline is an efficient, evidence-based service.
  • Demonstrate excellent verbal and written communication; be a team player with a solution-oriented attitude.

Other key aspects of the role include rostered 38 hours per week on rotating shifts, including weekends and hours outside business hours, backfilling shifts as required, and providing bilingual counselling support with a preference for Arabic speakers.

Required Skills and Qualifications
  • 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.
Benefits
  • 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
Working Arrangements

Rostered 38 hours per week on rotating shifts, including weekends and hours outside business hours, backfilling shifts as required.

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