Retail Team Member: Overnight & Weekend Shifts

Ampol; Sydney; Remote; AUD 60,000 - 80,000; Full time

Job summary

Sydney Lifeline Australia is seeking an In-Shift Support – Digital – Remote to assist Crisis Supporters across Lifeline’s network. The role requires real-time guidance, debriefing after challenging interactions, and adherence to mandatory reporting protocols.

The position emphasizes remote support via MS Teams and a strong focus on reflective practice, data entry accuracy, and cross-functional collaboration. Training and ongoing development are provided.

Qualifications

• Experience in crisis support practice and reflective debrief.
• Ability to provide real-time support and guidance to digital service staff.
• Completion or willingness to complete LLA training including coaching and ISS training.

Responsibilities

• Provide real-time practice support to CS’s across Lifeline network.
• Conduct initial debriefs after difficult or high-risk interactions.
• Complete emergency interventions and mandatory reporting requirements.
• Provide support via instant messaging to CS’s on duty.

Skills

Crisis support

Debrief techniques

Reflective practice

Data entry

MS Teams

Microsoft Office

Education

Youth work

Social work

Counselling

Psychology

Tools

Microsoft Office

MS Teams

Typing

Job description

• What Retail Team Member Overnight Weekend Shif...

In-Shift Support – Digital – Remote

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 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.
• Background in remote service delivery of allied health services (desirable).
• High level of proficiency with a wide range of software programs including Microsoft Office suite, online meeting platforms (e.g. MS TEAMS) and accuracy in typing and data entry.