Senior Digital Workplace Engineer

Ac3; Sydney; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary Packaging

Job summary

Sydney Lifeline Australia is seeking an In-Shift Support – Digital – Remote to supervise and coordinate our digital service Crisis Supporters across the Lifeline network. This role ensures real-time support, debriefing after high-risk interactions, and emergency interventions while maintaining compliance and data accuracy.

The successful candidate will work within a 24/7 roster, have strong crisis support experience, and be proficient with MS Office and MS Teams.

Qualifications

• Minimum of 100 hours as Lifeline Digital Services Crisis Supporter.
• Understanding of reflective practice and debrief techniques.
• Willing to complete LLA training including ISS training and other ongoing training.
• Education in youth work, social work, counselling, psychology or allied health field.
• Ability to acquire Working with Children Check and Police Check.
• Background in remote service delivery of allied health services (desirable).

Responsibilities

• Provide real-time practice support and feedback to CSs.
• Conduct initial debriefings after difficult interactions.
• Complete emergency interventions and mandatory reporting.
• Use instant messaging to guide CSs on duty.

Skills

Crisis support

Real-time guidance

MS Teams

Typing & data entry

Time management

Education

Youth/Social/Clinical psychology education

Tools

Microsoft Office

Job description

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.

Other Requirements

• Ability to work on a 24 hours 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.
• 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 comfortable work. Ability to maintain Work Health & Safety requirements of private workspace.
• Computer able to operate the latest operating system, camera, keyboard, mouse and preferably two screens.
• 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 amazing tax savings through salary packaging