Centralised In-Shift Support Senior Team Leader

3 weeks ago

Sydney, Australia Lifeline Australia Ltd Full time
Fixed term contract for an initial period of 7-8 months. Full-Time but may consider Part-Time hours. Night shift role commencing 6pm and finishing 2am, across a rotating roster, with some flexibility with hours. Must be available to work weekends. Shift Allowances apply.

The CISS Senior Team Leader provides real time support to In Shift Supporters (ISS’s) during their shift and coordinates the smooth running of the shift. You will take a lead role in being responsible in uplifting the Centralised In-Shift Support Service across Australia through improving processes and tools, mentoring, and guiding consistent practice across the team.

Education and Experience

  • Full accreditation under a national health, social work or counselling registration board or Accreditation as an experienced Crisis Supporter and In-Shift Supporter with Lifeline, 100+ hours in shift experience.
  • Highly skilled in Microsoft Office Suite and other remote working technologies.
  • Evidence of well-developed skills and competency in crisis support practice.
  • Experience in a training or supervisory Role (2+ years).
  • Demonstrable skills in managing time and caseload efficiently.
  • Ability to work unsupervised.
  • A clear understanding of reflective practice and debriefing techniques.

What will you be doing?

  • Identifying performance issues and areas of improvement based on Crisis Supporter and Member feedback and performance reporting. Updating the Service Delivery Lead on problems / issues and possible solutions.
  • Assisting in rostering, troubleshooting on the spot CS and HS service needs, onboarding and training needs for new and existing staff and additional administrative tasks directed by the Service Delivery Lead.
  • Support onboarding of volunteer In-Shift Support Supervisors throughout their time with Lifeline as on call support for the Centralised In-Shift Support team. This will involve support during training, quality reviews and skill improvement activities and wellbeing checks and support as required.
  • Proactively using instant messaging technology to provide in shift support and direction to Crisis Supporters as needed, shift coordination, raising and resolving priority or immediate IT issues and ensure shift and service cover is balanced with staff breaks, training and support.
  • Contribute to building a positive and engaged culture within the team.
  • Ensure all relevant forms, documents and records are kept up to date and are accurate.
  • Contribute to creating ongoing development pathways to maintain tenure within the Centralised In-Shift Support team.
  • Any other duties as reasonably requested of manager and to support team members, projects and/or tasks within the team.

EMPLOYEE BENEFITS PACKAGE

  • Salary Packaging – being a not-for-profit organisation allows us to offer our employees access to some highly beneficial tax savings through salary packaging.
  • Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and our online learning platform.
  • Employee Assistance Program – access to free counselling sessions for you and your family.

How do I Apply?

Click the “Apply Now” button and submit:

  • Your resume
  • Cover letter addressing the “About you” section of this advert

At Lifeline Australia we believe that diversity is strength and are proud to be an equal employment opportunity workplace.

Next steps?

Applications will be reviewed upon receipt, as we are looking to fill this role as soon as possible. You will be contacted if you are successful in reaching the next stage of the recruitment process.

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