Support Line Specialist

Join Telstra Health in Making a Difference
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.
As part of this, Telstra Health delivers critical Family, Domestic and Sexual Violence (FDSV) services, ensuring people experiencing violence have access to safe, trauma-informed, and high-quality support. Our teams play a vital role in providing these essential services, and we are committed to ensuring they have the training, systems, and resources they need to deliver compassionate and effective care.
About the Leaving Violence Program
From 1 July 2025, Telstra Health will deliver the Leaving Violence Program (Program), a nationally funded initiative by the Australian Government. The Program will support victim survivors who plan to leave or have left a violent intimate partner relationship by providing individualised financial support packages, as well as safety supports through risk assessments, safety planning and referral support.
The service operates Monday to Friday, 8:30 am to 5:30 pm (local time) across all Australian states and territories, excluding national public holidays. This nationwide structure ensures comprehensive coverage across all time zones.
Our Commitment and Program Principles
The Program is underpinned by four main principles:
Trauma-informed - Individuals receive a trauma-informed, person-centred service.
Culturally responsive - Individuals receive a culturally informed service, with a specific focus for Aboriginal and Torres Strait Islander peoples.
Accountable – Telstra Health is responsible and transparent to the Department of Social Services
Ethical – Telstra Health operates with honesty and integrity, is trusted and diligent.
The Program principles are designed to reflect and respond to each victim-survivors experience of intimate partner violence. Using these Principles, the Program will provide for a trauma-informed and person-centred service by empowering choice and autonomy. The Program is a key initiative under the National Plan to End Violence against Women and Children , designed to complement other services available to victim-survivors that work towards ending gender-based violence.
About the role
What's the opportunity?
We are seeking a Support Line Specialist to join Telstra Health in delivering the Leaving Violence Program on behalf of the Australian Government. This role is pivotal in providing trauma-informed guidance, mentoring, and operational support to practitioners responding to individuals impacted by family, domestic, and sexual violence.
You will be the point of real-time support for frontline practitioners, offering expert advice on risk assessment, safety planning, and service responses. Importantly, you will also foster a culture of reflective practice by mentoring staff, facilitating learning conversations, and guiding practitioners through complex and high-risk cases.
If you are calm under pressure, an agile thinker, and bring strong family violence experience with a passion for supporting and developing others, we encourage you to apply.
Key Responsibilities
Practitioner Support & Mentoring
Provide calm and immediate guidance to practitioners, ensuring their responses are trauma-informed, culturally responsive, and centred on victim-survivor safety and wellbeing.
Mentor staff through reflective conversations, supporting professional growth, confidence, and capability in responding to complex cases.
Encourage learning and reflective practice across the team, helping practitioners build resilience and share best practice approaches.
Real-Time Guidance
Support practitioners in navigating high-risk calls, including risk assessment, safety planning, and referral pathways.
Provide clear decision-making support to practitioners in moments of complexity or crisis.
Ensure consistent application of trauma-informed, survivor-centred frameworks across service delivery.
Case Review & Approvals
Review and approve financial support packages, referrals, and escalated cases to ensure best-practice service standards.
Guide staff through appeals, escalations, and complex case decisions.
Monitor service delivery to identify risks, provide advice, and ensure accurate case management.
High-Risk Case Support
Provide immediate guidance on mandatory reporting obligations and escalation protocols.
Debrief and support practitioners following critical incidents or emotionally complex client interactions.
Model calm, professional, and trauma-informed practice during high-pressure scenarios.
About you
To succeed in this role, you will need to meet the following:
Qualifications
Bachelor's degree in Social Work, Psychology, Counselling, Mental Health, or a related field.
Postgraduate qualification in Social Work, Psychology, or Counselling/Psychotherapy (or equivalent).
Membership
Registration or accreditation with at least one of the following:
Australian Counselling Association (ACA) – Level 4
Australian Association of Social Workers (AASW)
Psychotherapy and Counselling Federation of Australia (PACFA) – Clinical Registration
Australian Health Practitioner Regulation Agency (AHPRA) – General or Clinical Registration
Checks
Current Working with Vulnerable People Check (or ability to obtain before commencing).
Completion of a National Police Check (or ability to obtain before commencing).
Verification of the right to work in Australia. If qualifications were obtained overseas, formal verification within Australia by PBR (Professional Bodies Recognition) is required.
Experience
Minimum 4 years' experience in FDSV services, including direct client support and safety planning.
At least 1 year in people management or operational coordination (e.g. real-time monitoring, quality assurance, complaints handling).
Strong knowledge of trauma-informed care, risk assessment, and safety planning for high-risk cases.
Skills
Ability to stay calm under pressure.
Agile and adaptive problem-solver.
Strong expertise in FDSV response.
Supportive mentor with reflective practice.
Skilled in building resilience, learning, and trauma-informed practice.
Why join Telstra Health?
We're a fast-paced, dynamic environment — perfect if you thrive on innovation and continuous improvement.
We actively support career growth, offering pathways to internal opportunities and ongoing development.
You'll be joining a team that's passionate about making a real difference in health and wellbeing outcomes across Australia.
And it doesn't stop there...
Avenues for growth and development across Telstra Health.
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 our Employee Assistance Program (EAP).
Employee rewards program including discounts on shopping, gym memberships, movie tickets, health insurance and more.
Multiple leave options, including:
16 weeks gender-equal paid parental leave
Family and Domestic Violence leave
Cultural leave
Volunteer leave
Study leave
Option to purchase additional leave.
Our commitment to diversity, equity and inclusion
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 meet every requirement listed above, we encourage you to apply today or contact us discuss your interest.
Applications will be assessed and shortlisted as they are received — so apply today
We are a Circle Back Initiative Employer— we commit to responding to every applicant.
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