Empathetic Support Specialist

2 days ago


Hervey Bay, Australia Wellways Australia Limited Full time

Wellways Australia Limited is a pioneering organization dedicated to creating inclusive communities where everyone can thrive.

About the Opportunity

We are seeking an Empathetic Support Specialist to join our Warmline team, providing vital support and resources to individuals in distress. As a key member of our Suicide Prevention Team, you will play a crucial role in connecting callers with empathetic peers who have experienced similar struggles.

Key Responsibilities

  • Provide Emotionally Supportive Calls: Engage with callers, listening actively to their concerns and offering reassurance and guidance. Foster trusting relationships that empower individuals to find hope and purpose.
  • Safety Planning and Resource Referrals: Work collaboratively with callers to develop personalized safety plans and provide information on local and online resources. Help individuals navigate available support systems and access necessary services.
  • Independent Decision-Making: Exercise sound judgment and critical thinking skills to assess individual situations and make informed decisions regarding case management and resource allocation.
  • Cross-Functional Collaboration: Communicate effectively with team members, stakeholders, and external partners to ensure seamless service delivery and maintain high-quality standards.

To Be Successful in This Role, You Will Need:

  • Lived Experience: Have a personal understanding of suicidality or suicide bereavement, allowing you to connect with callers on a deep emotional level.
  • Nurturing Attitude: Possess a non-judgmental, supportive attitude, fostering empathy and compassion in all interactions.
  • Desirable Qualifications: Hold relevant qualifications or experience in mental health, community services, or peer work, preferably a Certificate IV in Mental Health Peer Work or related field.
  • Excellent Communication Skills: Demonstrate exceptional verbal and written communication skills, ensuring clear and effective interaction with callers, colleagues, and external partners.
  • Australia-Based Residence: Hold the right to work within Australia and possess a valid driver's license for occasional travel.

About Our Culture

We value diversity, equity, and inclusion, recognizing the unique strengths and perspectives each individual brings. We foster a culture of respect, empathy, and compassion, supporting staff members to grow professionally and personally.

What We Offer

  • Purpose-Driven Career: Contribute to a mission-driven organization dedicated to enhancing lives and promoting social inclusion.
  • Competitive Salary: Earn an attractive salary package, including SCHADS 3.3 ($39.24 per hour + super + salary packaging benefits), reflecting your expertise and dedication.
  • Part-Time Flexibility: Enjoy a part-time schedule (up to 28 hours per week) with opportunities for flexible working arrangements, balancing your professional and personal life.
  • Professional Growth: Pursue ongoing training and development opportunities, enhancing your skills and knowledge in mental health support and peer work.

About Us

Wellways Australia Limited is a national leader in delivering person-centered support services. With over 2,000 staff members across 93 sites, we strive to create inclusive communities where everyone can imagine and achieve their hopes and potential.

Educational Opportunities

We recognize the importance of continuous learning and professional growth. As a Wellways staff member, you will have access to training programs, workshops, and conferences tailored to enhance your skills and knowledge in mental health support and peer work.



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