Helpline Services Manager

Perinatal Anxiety & Depression Australia; Brisbane; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

NFP salary packaging & Portable Long‑S

Learning and development opportunities

Collaborative culture

Job summary

Perinatal Anxiety & Depression Australia (PANDA) in Brisbane leads the national digital helpline services, ensuring safety, responsiveness, accessibility and alignment with governance frameworks. You will oversee a multidisciplinary workforce of clinical, peer, senior practitioners and volunteers, partnering across organizational leaders to continually strengthen care.

The role blends operational leadership with workforce planning, quality governance and continuous improvement, impacting

Qualifications

• Significant operational or service leadership experience within health, mental health, or community services.
• Experience leading multidisciplinary teams through complexity and change.
• Strong capability in workforce planning, operational management and service delivery.
• Experience using service performance data to inform decisions.
• Experience in not-for-profit sectors and with lived experience practice.

Responsibilities

• Lead the day-to-day operation of a national digital helpline service.
• Build and support a high-performing multidisciplinary workforce.
• Lead workforce planning, forecasting and service capacity management.
• Strengthen practice quality, governance and safe service delivery.
• Support responses to complex presentations, escalations and critical incidents.
• Drive continuous improvement using service data and quality findings.

Skills

Operational leadership

Workforce planning

Risk management

Stakeholder engagement

Digital service experience

Contract performance

Not-for-profit environment

Lived experience practice

Education

Tertiary qualifications

Job description

Perinatal Anxiety & Depression Australia – Brisbane QLD

We'relooking for someone who leadspeople with heart, makesconfident operational decisions, and createsthe conditions for exceptional care to thrive.

This is a significant leadership opportunity for someone who believes outstanding mental health services are built through strong people, safe practice, thoughtfulsystemsand genuine collaboration.

You'lllead a multidisciplinary workforce of clinical,peerand volunteer practitioners, ensuring our national helplineremainsresponsive, high quality and deeply person-centred.You'llbeascomfortable supporting your people through complexity,as you areusing data to guide operational decisions, and partnering acrossPANDAto continuouslystrengthen how we deliver care.

Ifyou'rean experienced operational leader who can balance strategy with day-to-day service deliveryandbuild a culture where people feel supported to do theirvery bestwork,we'dlove to meet you.

About us

PANDAis a values-driven, national mental health organisation committed to supporting families through the perinatal period. For over 40 years, everything we do has been shaped by lived experience, practiceexpertiseand evidence.

Our work is grounded in lived experience,compassionand continuous improvement

Who you are

You'rea calm, authentic and emotionally intelligent leader who enjoys bringing out the best in others.

You understand great service deliveryisbuilt through trust, coaching,accountabilityand strong operational leadership. You enjoy solving complex problems, working collaboratively acrossdisciplinesand continually improving how servicesoperate.

You bring:

• Significant leadership experience within mental health,healthor community services
• Experience leading multidisciplinary teams through complexity and change
• Confidence managing operational performance, workforceplanningand service delivery
• Strong judgement when responding to risk,escalationsand complex situations
• Experience using service data and workforce insights to drive practical improvements
• The ability to build trusted relationships across all levels of an organisation
• A collaborative leadership style that balances accountability with genuine care
• Alignment with our values and commitment to improving outcomes for families

About the Role

As ourHelpline Services Manager, you'll lead the delivery of our national digital helpline services, ensuring theyremainsafe, responsive,accessibleand aligned with our Model of Care, Practice Governance Framework and Lived Experience Framework.

You'll provide leadership across a multidisciplinary workforce of clinical practitioners, peer practitioners, seniorpractitionersand volunteers,partnering closely with Digital Capability, Quality, People, Safety &Complianceand other organisational leaders.

This role combines operational leadership, workforce planning, practice quality,governanceand continuous improvement, ensuring every decision contributes to better outcomes for callers and a sustainable, high-performing workforce.

Your impact

• Lead the day-to-day operation of anational digital helpline service
• Build and support a high-performing multidisciplinary workforce
• Lead workforce planning,forecastingand service capacity management
• Strengthen practice quality,governanceand safe service delivery
• Support operational responses to complex presentations,escalationsand critical incidents
• Use service data, workforceinsightsand quality findings to drive continuous improvement
• Partner across the organisation to improve systems,workflowsand service performance
• Represent Service Delivery in organisational projects,committeesand sector partnerships

What You Bring (Essential)

• Significant operational or service leadership experience within mental health, health, communityservicesor a related sector
• Tertiary qualifications and at least seven years' experience in mental health, psychology, counselling, social work, peer work, health,leadershipor a related discipline
• Demonstrated experience leading multidisciplinary teams
• Strong workforce planning, operationalmanagementand service delivery capability
• Experience leading quality improvement and managing risk within service environments
• Experience using service performance data to inform operational decisions
• Strong stakeholder engagement and relationship-building skills
• Experience working within digital service environments and using reporting systems
• Experience contributing to contract performance, serviceplanningor operational reporting
• Strong alignment withPANDA's values
• To support effective remote work,you'llneed a reliable internet connection with minimum speeds of100 Mbps download and 20 Mbps upload.
• Experience in perinatal mental health, crisis support or digital mental health services
• Experience working within the not-for-profit sector
• Experience supporting lived experience practice, co-designor service innovation

What's in it for you

• Lead a national multidisciplinary mental health service
• Influence how care is delivered to families across Australia
• Employee Assistance Program (EAP)
• NFP salary packaging & Portable Long Service Leave
• Learning and development opportunities
• A collaborative culture that genuinely values people,qualityand continuous improvement

Applications close:

5pm, Wednesday 19th August 2026.

Want to know more about us?

Check out what we do and how we work:

Website:

www.panda.org.au

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, dads, young parents, people in rural or regional areas, people with disability, and LGBTIQA+ communities.

We encourage you to reach out if you require any adjustments orassistanceduring the recruitment process to ensure you have every opportunity toshowcaseyour talent,skillsand potential. Please contact us if you need any adjustments to our application and recruitment process.