Clinical Services Manager

Work options: Remote

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.

Join us in digitising healthcare

What's the opportunity?

The Clinical Services Manager will help to lead the delivery of high-quality and person-centred clinical care within 1800RESPECT by ensuring that effective, skilled and timely clinical support is provided to our counselling workforce. This role is fundamental to our commitment to delivering the highest standards of service according to quality, compliance and regulatory requirements.

The Clinical Services Manager will drive continuous improvement by developing, embedding and maintaining best practice standards in clinical support whilst collaborating with cross-functional teams to deliver outcomes for services users and support Counsellor wellbeing.

About the role:

As the Clinical Services Manager, you will oversee the delivery of clinical services and activities of the team to ensure adherence to the 1800 RESPECT service delivery principles. Leading the 1800 RESPECT Clinical Team, you take carriage of clinical excellence activities and staff wellbeing initiatives.

Key Accountabilities:

Clinical Services Delivery

• Ensure clinical services delivery adheres to the 1800RESPECT service delivery principles.
• Promote and embed trauma informed and evidence-based principles in all aspects of clinical service delivery.
• Facilitate clinical review meetings and contribute to continuous quality improvement across areas of supervision, coaching, quality auditing, clinical support and debriefing services.
• Oversee the day-to-day delivery of clinical services and provide guidance in relation to requests and issues related to supervision and coaching.
• Participate in the investigation, escalation and reporting of critical incidents and complaints.
• In conjunction with the Clinical Scheduling Lead, manage the allocation of resources, including staff scheduling, to ensure adequate coverage and timely response to scheduling changes and requests.

Clinical Team Leadership

• Provide overall leadership and direction to the Clinical Team, including line management, professional development and ensuring adherence to performance standards.
• Provide leadership and support to change management activities within the clinical team.
• Contribute to strategies aimed at building a positive team culture aligned with Telstra Health values and 1800 RESPECT Service Principles.
• Work with the Clinical Director to develop and implement action plans to deliver on the 1800 RESPECT strategic goals.
• Contribute to capacity building in the 1800 RESCPECT team by supporting professional growth, fostering and embedding a culture of continuous learning and professional development.
• Set expectations and provide direction to ensure staff meet performance goals; conduct probation and performance reviews and provide feedback and guidance to promote continuous improvement.
• Oversee staff wellbeing activities and monitor effectiveness, including participating in the development and review of policies, procedures and guidelines that address vicarious trauma, burnout, psychological safety.
• Ensure the Clinical Team contributes to and is compliant with relevant policy, practice, governance, contractual and operational requirements.

Quality Assurance and Continuous Improvement

• Work with Quality & Risk, Counselling and Training Teams to develop and deliver service-wide quality improvement initiatives.
• Develop and review policies, procedures and guidelines as identified in consultation with Clinical Director, Quality & Risk, Operations and other relevant teams and lead the Clinical Team's participation in these activities.

About you:·

• Minimum of 5 years' leadership experience in the Community Services, Health or Domestic, Family and Sexual Violence sectors.
• Extensive experience working in large program management and service delivery in the health or social services sector (Domestic, Family or Sexual Violence) and preferably under a government contract.
• Operational management across complex service environments with demonstrated expertise in managing multidisciplinary teams and complex programs across multiple sites.
• Strong leadership and mentoring abilities to motivate team members and drive performance.
• Proficient in analysing service performance data and making data-driven decisions.
• Excellent verbal and written communication skills for effective stakeholder engagement and reporting.
• A strong commitment to customer service and a proactive approach to addressing customer needs.
• High levels of organisation, responsibility, self-motivation, and personal commitment.

Essential:

• Bachelor's degree in psychology, social work or relevant field with appropriate registration.

Desirable:

• Post graduate qualifications in counselling, supervision or domestic and family violence.

Why join Telstra Health:

• We believe that flexibility is not a 'perk', it's how we have always worked We celebrate that flexibility looks different for each of us and support your work-life harmony.
• Join us if you find change, a fast paced environment and even some ambiguity thrilling Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new
• Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
• If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you

And it doesn't stop there…

• Avenues for growth and stepping into other roles.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through EAP
• Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
• Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.

We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don't check every box above, we encourage you to apply today or get in touch with us on

Applications will be assessed and shortlisted as they are received so apply today

We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.