Crisis Response Manager
2 weeks ago
Our organisation is a 24/7, family violence response centre providing information and referral, crisis response, specialist family violence risk assessment, safety planning, webchat, and access to supported crisis accommodation.
Our vision is safety, support and respect for all victim-survivors of domestic and family violence.
Practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.
Job Description: Team Leader - Crisis ResponseThis role requires strong leadership skills, exceptional crisis management abilities, and a deep understanding of family violence.
The primary responsibility will be to oversee the daily operations of the crisis response team collectively, ensuring effective task allocation and workflow coordination are in place to provide the highest standards of care for all victim-survivors of family violence.
Key Responsibilities:
Leadership 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.
- In collaboration, coordinate the movement of clients through the internal 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 and strategies to address them.
- Willingness to commit to living values such as integrity, diversity and empowerment.
- Current Working with Children Check and willingness to undergo a National Police Check.
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