Learning Designer - Scale Impact With Digital And Ai

Optus; Sydney; On-site; AUD 65,000 - 85,000; Full time

Job summary

Lifeline Australia is seeking an In-Shift Support – Digital – Remote role to monitor and coordinate Digital Service Crisis Supporters (CS) across shifts, ensuring real-time support, debriefs, and incident management. The role requires crisis support experience and ability to respond to high-risk interactions, with duties including real-time feedback, debriefs, and emergency interventions.

The position emphasizes proactive remote support via instant messaging, breaks coverage, and continuous

Qualifications

• Minimum of 100 hours as a Lifeline Digital Services Crisis Supporter (CS) including well developed skills and competency in crisis support practice.
• A clear understanding of reflective practice and debrief techniques.

Responsibilities

• 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.

Skills

Crisis support

Real-time support

Reflective practice

Debrief techniques

Instant messaging

Tools

Instant messaging

Job description

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In-Shift Support – Digital – Remote

2000 Sydney Lifeline Australia

Job Description

• Availability to work a24/7 roster including weekends, and late night/ overnight shifts

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.

Experience Requirements

• Minimum of 100 hours as a Lifeline Digital Services Crisis Supporter (CS) including well developed skills and competency in crisis support practice.
• A clear understanding of reflective practice and debrief techniques