Practice Coordinator

**OUR ORGANISATION**

Join Lifeline Australia and you will be helping to support the delivery of critical services ensuring that “no person in Australia has to face their darkest moments alone.”

Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.

**THE OPPORTUNITY**

The Practice Coordinator plays a pivotal role within the Service Design and Enablement (SDE) division of Lifeline Australia through the provision of practice guidance and advice to inform service provision for Lifeline’s national services, including 13 11 14 telephone, digital, counselling and online service. This includes providing support for Lifeline’s members to deliver consistent and high-quality crisis support services in line with the CARE framework and operations model.

**RESPONSIBILITIES**

In this role, you will:

- In collaboration with L&D, assist with content relevant to practice in all training material.
- Managing the Practice Inbox - managing incoming queries, triaging, and responding or redirecting as needed.
- Providing support for administrative tasks - general administrative assistance, document handling, etc.
- Executing Manual and artefact administration - coordinating the timing and communication of operational manual updates.
- Supporting ongoing Knowledge and Quality activities including coaching and mentoring of the workforce to align with practice guidelines.
- Reporting on Unwelcome Interactions and related activities - managing or escalating difficult or inappropriate communications.
- Providing Knowledge and Quality communications support - drafting, reviewing, and distributing internal, network-wide or external communications such as communicating updates and policy changes to the workforce.
- Supporting the facilitation Network Member forums - assisting with planning, logistics, and facilitation of member engagement sessions.
- Lead stakeholder engagement processes including establishment, review, and evaluation of committees to assist with the implementation of quarterly Crisis Support worker forums, and monthly CISS and ISS meetings.
- Manage service ecosystem software systems, call tracking tools, and databases etc.
- Troubleshoot technical issues and liaise with IT support.
- Service reporting - prepare reports on call statistics, service outcomes, and workforce performance such as Monthly Service Performance reporting.
- Executing general data reporting, insight gathering and evaluation - collecting, analysing, and reporting on data to assess the impact of initiatives or changes.
- Assisting with quality management as required, maintaining accurate records for audits and reporting.
- Supporting accreditation and compliance with national mental health standards.
- Reviewing, develop and evaluate practice processes, procedures, guidelines, and resources to ensure compliance and best.
- Annual updating of service design artefacts.

**ABOUT YOU**

We are looking for someone who has the following:

- Proven strong organisational and time management skills, with the ability to prioritise competing demands effectively.
- Demonstrated emotional resilience and capacity to work in high-pressure, emotionally demanding environments.
- Experience overseeing practice processes and program delivery.
- Demonstrated ability to navigate and lead change in fast-paced, complex service environments.
- High-level written and verbal communication skills, including the ability to tailor messaging to diverse audiences.
- Strong interpersonal and negotiation skills, with a collaborative approach to stakeholder engagement. This includes understanding of complex organisational structures and internal communication pathways.
- Proven ability to work effectively within multidisciplinary teams, as well as with external service providers and partner organisations.
- Sound understanding of mental health, suicide prevention, and crisis support frameworks.
- Undergraduate degree in psychology, counselling, mental health nursing, or social work (desirable).
- In-depth knowledge of State/Territory legislation, national standards, and best practices related to mental health, suicidality, child protection, and domestic and family violence (desirable)
- Familiarity with helpline service models and their operational requirements (desirable).
- Proficient in the use of information management systems.
- Ability to use a range of digital platforms and technologies.

**OUR CULTURE**

**The team are passionate, supportive and hardworking. They are very driven to reach their goals, so that they can continue to grow and deliver critical support to all Australians at a time when the i