Identified Centralised In-Shift Support Supervisors

1 month ago

Sydney, Australia Lifeline Australia Ltd Full time
  • Casual position
  • Availability to work a 24/7 roster including weekends, and late night/ overnight shifts
  • This is a fully remote role, working from home

The Identified CISS role comprises of two essential components. Firstly, it involves offering immediate support to Identified (CS’s) and non-identified Crisis Supporters on other Lifeline Voice services in real-time during their shifts. Secondly, the role includes coordinating the seamless operation of the shift. The knowledge, skills, and duties for both aspects of the position are detailed below, and candidates are expected to meet all specified requirements.

What will you be doing?

Real Time Support

  • Providing immediate, real time practice support and feedback to Aboriginal or Torres Strait Islander CS’s located across the Aboriginal and Torres Strait Islander crisis network, as well as Crisis Supporters on other relevant Lifeline Voice services regarding policy, practice, and procedure.
  • Providing initial debriefing for these CS’s following difficult and high-risk interactions
  • Completing emergency interventions and mandatory reporting requirements.
  • Initiating a referral to the Centre Supervisor regarding issues of CS practice or wellbeing.
  • Monitoring CONNECT and LIVE ENGAGE to identify and provide support with issues such as call/chat containment, policy guidance and documentation.
  • Proactively using instant messaging technology to provide support and direction to CS’s on duty.
  • Any other duties as reasonably requested of manager and to support team members, projects and/or tasks within the team.

Shift Coordination

  • Raising and resolving priority or immediate IT issues.
  • Ensuring shift and service cover is balanced with staff breaks, training and support.
  • Daily staffing management and WFM duties.
  • Responsibility for managing ISS inbox and voicemail during shift.

About You

Education & Experience

  • Be of Aboriginal or Torres Strait Islander decent.
  • Lifeline In Shift Support Accreditation.
  • Previous experience as an In Shift Support Supervisor for Lifeline, or experience in a supervisory role
  • Background in counselling, Allied Health, Supervision or Crisis Supporter (at least 2 years post accreditation, with a minimum of 200 hours of service delivery).
  • Evidence of well-developed skills and competency in crisis support practice.
  • Call Coaching Accreditation, or working towards (Preferred),
  • Demonstrable skills in managing time and workload efficiently.
  • A clear understanding of reflective practice and debriefing techniques.
  • Ability to work on a 24 hours 7 days a week roster.

Competencies, Skills and Attributes

  • Ability to gain a detailed understanding of, and compliance with, Lifeline policy and procedure in relation to the delivery of Lifeline’s crisis support services.
  • Ability to demonstrate competency in the understanding of, and application of the Lifeline Crisis Support Model.
  • Knowledge of the issues that impact upon Aboriginal/Torres Strait peoples mental health.
  • Ability to ensure support responses are culturally appropriate.
  • Excellent written and verbal communication skills.
  • Time management and prioritisation skills.
  • Ability to work collaboratively with ISS colleagues to ensure all required activities during a shift are completed.
  • Proficiency in the use of technology and demonstrated competence in the IT skills required to meet all aspects of the role.
  • Ability to work autonomously within the boundaries of the role, whilst also recognising own limitations and support needs.
  • Ability to understand and apply reflective practice, supervision and debriefing techniques as identified in Lifeline policy.
  • Meet minimum documented requirements regarding supervision and professional development.
  • Compliance with record keeping procedures required in the role.
  • Have self-care strategies in place and able to seek additional supervision or debriefing for oneself when needed.
  • Enhanced self-awareness and a non-judgmental attitude.
  • A calm and approachable manner.
  • Able to embrace change and is supportive of service development initiatives.
  • Open to feedback and able to develop own practice in light of feedback.

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.

Want to join the Lifeline Family?

To apply click the “Apply Now” button and submit:

  • Your resume
  • Cover letter addressing the “About You” section of this advert
  • Answer all screening questions

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

Next steps?

If you are successful in reaching the next stage of the recruitment process you will be contacted. Please note incomplete applications (including screening questions) will not be contacted.

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