Various shifts available with a requirement to work a minimum of 3 shifts / 22.5 hours per week. Availability to work a 24/7 roster including weekends and late night / overnight shifts. These are fully remote roles, working from home. Equipment and training provided. The Centralised In-Shift Support Supervisor (CISS) acts as a critical liaison between Lifeline and a team of Crisis Supporters (CS) who provide real time support to Help Seekers (HS) calling into our service. The key focus of this role is to provide real time support to CS's during their shift. The CISS will work within our framework to assess risk in live interactions and make decisions on the appropriate response.
The CISS focus will be on the support, quality, and wellness of the CS's on their shift. The CISS will work collaboratively with CS's and peers to ensure that staff feel supported, productive, and confident in the successful delivery of a quality service.
What will you be doing? Being immediately available for CS requiring clarification, support, or direction during a shift, including reference to policies and procedures. Discussing safety issues with the CS, deciding upon any Emergency Intervention action that needs to be taken, and liaison with Police as part of the Emergency Intervention process. Report any child safety concerns to the relevant child protection agency. Being available to conduct an initial debriefing for CS after a crisis or unwelcome interaction, and always offering this after an interaction that has been assessed with "imminent risk" or a 1 tier unwelcome interaction. Being available for CS at the beginning and end of each shift to check them in and out. Follow appropriate procedures for the documentation of CS interactions for the Police. Complete Support forms to hand practice issues or significant wellbeing concerns over to be further investigated and managed by member centres. Communicate with peers to ensure the smooth running of shift. Ensuring breaks are completed as required/ needed. Attend meetings and training as requested in order to stay up to date with any issues which may impact the CISS role or service, or follow up on meeting communications when unable to attend. Be flexible around the needs of the service, organisation, and others. Provide timely updates to the CISS Leadership team on any problems and/or issues occurring during a shift and participate in generating possible solutions. About you Education and Licencing Requirements:
Minimum of 200 hours as a Crisis Supporter (CS) including well developed skills and competency in crisis support practice. A clear understanding of reflective practice and debrief techniques in Crisis Support. Completed or willing to complete LLA training including coaching training, ISS training and other ongoing training as required for the role. Education in youth work, social work, counselling, psychology, or allied health field (2 years post accreditation desirable). Ability to acquire a current Working with Children Check and a current Police Check. Experience Requirements:
Background in remote service delivery of allied health services (desirable). In-Shift Support Supervisor experience (preferred) Previous experience in a supervisory role (preferred). High level of proficiency with a wide range of software programs including Microsoft Office suite, online meeting platforms (e.g., Chat) and accuracy in typing and data entry. The ability to use multiple technology platforms at once in an organised and timely manner whilst under pressure. The ability to multi skill and having comfort with managing technology is important for the success of the role. Other Requirements:
Ability to work on a 24 hour - 7 day a week rotating Shift Roster. Demonstrable skill in managing time and workload efficiently. The ability to work independently and use own initiative, as well as work and contribute proactively to a team environment. The ability to self-manage and request assistance when and if needed. Ability to exhibit discretion and professional acumen with a growth mindset approach. Comfortable working in a fast paced, evolving and collaborative work environment. Home Office Requirements:
Reliable high-speed internet from the place of work – home office. Private space to work with a desk, chair, and lighting to comfortably work. Ability to maintain Occupational Health requirements of private workspace. Home Phone/ mobile phone service to use in the event of an outage or emergency. 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? 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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