Ai & Digital Learning Coach For Computing & Science

Camberwell Grammar School; Sydney; Remote; AUD 65,000 - 85,000; Full time

Job summary

Sydney Lifeline Australia is seeking an In-Shift Support – Digital – Remote to supervise and assist digital service Crisis Supporters during shifts. This role focuses on real-time guidance, incident debriefs, and operational continuity of digital crisis support across the Lifeline network.

You will monitor on-duty CS activity, coordinate breaks, report issues, and drive continuous service improvements, using instant messaging to provide direction and ensure safety and quality in crisis response.

Responsibilities

• Providing real-time practice support and feedback to CS across the Lifeline network.
• Providing initial debriefing for CS following difficult and high-risk interactions.
• Completing emergency interventions and mandatory reporting requirements.
• Proactively using instant messaging to support CS on duty.

Job description

In-Shift Support – Digital – Remote

Sydney Lifeline Australia

The In-Shift Support Supervisor at Lifeline Australia serves an important role in our Digital Services ecosystem. The In-Shift Support is a critical liaison that strives to support our digital services Crisis Supporters (CS) and help to expand our service and performance to best support the Help Seekers (HS).

The In-Shift Support will support, monitor and coordinate the Digital Service CS’s during shifts to support the service, cover breaks, conduct debriefs, check-ins, monitor ratios, report technology issues, quality and ongoing continuous improvements. Some of the key responsibilities of the role include:

• Providing immediate, real time practice support and feedback to CS’s located across the Lifeline network.
• Providing initial debriefing for CS’s following difficult and high-risk interactions.
• Completing emergency interventions and mandatory reporting requirements.
• Proactively using instant messaging technology to provide support and direction to CS’s on duty.