Lead Crisis Supporter

Lifeline Direct (LLD) is a wholly-owned subsidiary of Lifeline Australia. LLD focuses on supporting the development and ongoing implementation of suicide prevention and community wellbeing programs in the regions which we operate while looking for opportunities to grow Lifeline's services in geographical areas where they do not currently exist.

LLD encompasses Lifeline Centres in Hunter region, Central Coast, Eastern Suburbs-Bondi, New England North West, Northern NSW, Geelong and South West Victoria, Northern and Western Melbourne and Central Australia. Our specialised and targeted services operate nationally via a telehealth model.

About the Position

We're excited to introduce a brand-new role:Lead Crisis Supporter within our Graduate Program—a unique opportunity to lead, inspire, and support professionals who are undertaking studies in the sector as they develop their skills and confidence.

In this role, you'll provide compassionate, person-centred support to individuals in crisis while playing a critical mentoring role for undergraduate and graduate crisis supporters. You'll deliver regular call coaching, helping team members meet accreditation standards and build the capabilities they need to thrive in this challenging and rewarding field.

A key part of the role is the ability to seamlessly switch during your shift between conducting blocks of call coaching and taking crisis support calls yourself—balancing mentoring with hands-on frontline support.

As the Lead Crisis Supporter, you'll champion a culture of learning, accountability, and continuous improvement within the graduate cohort—helping create a psychologically safe, inclusive, and high-performing environment. You'll also contribute to projects that enhance our crisis support operations and team development, ensuring we continue to evolve and deliver excellence.

This is more than just a support role—you'll be a key player in our Graduate Program, collaborating closely with colleagues and supervisors to ensure graduates are well-equipped to become confident, capable crisis supporters.

Flexibility across day, evening, and weekend shifts is essential to support our 24/7 service and meet the needs of our diverse team.

Ready to create lasting impact by guiding new professionals and helping those in crisis? Apply now

To be successful in this position you will have:

• Currently enrolled in a tertiary qualification in psychology, social work, counselling, social sciences, or a related human services field.

• Demonstrated ability to lead calmly and constructively in emergency and high-pressure situations.

• Accredited Crisis Supporter (CSWT)

• Demonstrated ability to build and maintain strong, collaborative relationships with internal stakeholders.

• Demonstrated ability to provide person-centred, trauma-informed support in high-stress or emotionally challenging situations.

• High level of emotional self-awareness and the ability to remain calm, focused, and compassionate during client crisis interactions.

• Ability to recognise and escalate risks appropriately, using sound judgment and organisational protocols.

• Openness to receiving constructive feedback and a willingness to apply it to improve personal practice and client outcomes.

• Proficiency in using digital systems and tools such as email, Microsoft teams, client record platforms, and data entry software.

• Demonstrated commitment to ethical practice, professional boundaries, and client confidentiality.

• Capacity to work independently while remaining accountable to supervisors and team leaders.

• Ability to work flexibly within a 24/7 rostered service (including evenings, weekends, or overnights).

• Respect for and openness to diversity in all its forms, including cultural safety, gender identity, and lived experience.

As a Not for Profit (NFP) organisation, we will offer:

•    The opportunity to make this role your own – we love creativity and passion

•    Salary packaging benefits 

•    Knowledge that you will be part of a team helping to make a difference to your community.

Sound interesting…we would love to hear from you Applications close on Sunday 24th August 2025.

Candidates wishing to apply for this position should provide a current resume and cover letter outlining their ability to meet the position requirements.

The successful candidate may be required to satisfactorily undergo a pre-employment Medical Assessment (where applicable) and agree to a Working with Children Check and National Criminal History Record Check.

Only shortlisted candidates will be contacted. Interviews will be scheduled on a rolling basis as applications are received.