Family Violence Crisis Response Manager
12 hours ago
Safe Steps is the only 24/7 family violence response centre in Victoria, providing a state-wide entry point for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.
The RoleWe are seeking experienced professionals who can lead high-performing teams and make strategic decisions to drive business outcomes within the field of family violence response.
The Team Leader will oversee the daily operations of the crisis response team, ensuring effective task allocation and workflow coordination to provide the highest standards of care for all victim-survivors of family violence.
Key ResponsibilitiesLeadership and Team Management
- Manage a group of practitioners including performing quality reviews and monthly performance reviews.
- Be accountable for the performance of their team.
- Provide specialist practice knowledge and guidance to Practitioners as required.
- Build capability of team to deliver crisis response services.
- Provide frontline staff with day-to-day support and supervision as required.
- Track, monitor and report against supervision targets monthly.
- Drive training and professional development within Client Services, in consultation and partnership with the Clinical Governance team.
- Oversee the day-to-day operations in the 24/7 crisis response call centre, ensuring alignment with operational guidelines, and relevant risk assessment tools, frameworks, policies and legislation.
- Coordinate the movement of clients through Safe Steps and broader FV systems to ensure caseloads, allocations and workflows remain achievable and responsive.
- Monitor risk, operational performance and manage data and client record system collection daily.
- Bachelor's degree in social work or equivalent.
- Extensive experience working in a 24/7 helpline environment.
- Proven leadership abilities, with experience managing a team and coordinating services.
- Experience maintaining a high performing team and managing to performance targets within a call centre environment.
- Experience in staff support and supervision.
- Experience in promoting diversity, inclusion, and equity within an organisation.
- Understanding of the unique challenges faced by priority groups including the LGBTIQ+ community and strategies to address them.
- Willingness to commit to the living expression of Safe Steps values: Integrity, Diversity and Empowerment.
- Current Working with Children Check and willingness to undergo a National Police Check.
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