Team Leader, Crisis Support

Lifeline Direct; Geelong; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Salary packaging benefits

Ongoing training and development

Community impact

Job summary

Lifeline Direct in Geelong is seeking a Team Leader to mentor a team of volunteer Crisis Supporters and provide on-call coaching to strengthen skills in crisis support. The role emphasizes safeguarding callers and staff while guiding staff through Lifeline’s counselling policies and procedures.

You will contribute to ongoing training and quality assurance within a close-knit team. Applicants should be Lifeline Crisis Supporters or prepared to complete the Lifeline CSWT Training.

Qualifications

• Must be Lifeline Crisis Supporter or willing to undertake Lifeline CSWT Training.
• Ability to engage and motivate a diverse team of crisis supporters.
• Demonstrated people management and problem-solving skills.
• Ability to manage the administrative and organisational tasks of the crisis support service.
• Ability to apply relevant crisis support knowledge to supervision and mentorship.

Responsibilities

• Mentor and support a team of volunteer Crisis Supporters to develop skills and understanding of counselling policies.
• Provide on-call coaching and support, escalating concerns as needed.
• Ensure the safety of callers and CS workers through appropriate supervision and risk oversight.
• Deliver constructive feedback to Crisis Supporters and guide professional development.
• Conduct structured debriefings on-site or refer to the Training & Quality Manager as appropriate.

Skills

Leadership

People management

Mentoring

Crisis support

Risk assessment

Feedback

Communication

Job description

Lifeline Direct (LLD) is a wholly-owned subsidiary of Lifeline Australia. LLD focuses on supporting the development and ongoing implementation of suicide prevention and community wellbeing programs in the regions which we operate while looking for opportunities to grow Lifeline’s services in geographical areas where they do not currently exist.

LLD encompasses Lifeline Centres in Hunter region, Central Coast, Eastern Suburbs-Bondi, New England North West, Northern NSW, Geelong and South West Victoria, Northern and Western Melbourne. Our specialised and targeted servicesoperate nationally via a telehealth model.

About the Position

Located in our Geelong office you will be mentoring and supporting a team of volunteer Crisis Supporters to continually develop their skills, knowledge and understanding of LLD’s counselling policies and procedures as they apply to telephone crisis support.

You will also provide on-call coaching and support to Crisis Supporters, escalating concerns where applicable.

Extensive leadership experience coupled with extensive knowledge in Crisis Support and or a similar environment will enable the Team Leader to ensure Crisis Supporter’s conduct maintains the physical and psychological safety of the caller and themselves.

About You

You are an active Lifeline Crisis Supporter or must be willing with the ability to undertake and successfully complete the Lifeline CSWT Training.

Your ability to lead, manage, mentor and support a team of passionate individuals will be your strength as well as your ability to display tact, discretion and integrity in dealing with confidential and sensitive matters.

To be successful in this position, you will have:

• You are a current Lifeline Crisis Supporter or are willing with the ability to undertake and successfully complete the Lifeline CSWT Training.
• Ability to engage and motivate a diverse team of crisis supporters
• Demonstrated people management and problem-solving skills
• Ability to manage the administrative and organisational task of the crisis support service.
• Ability to consistently apply relevant crisis support knowledge to the crisis support/supervision situation. This would include the ability to identify core crisis support skills and be able to model them for the CS.
• Skills to deliver constructive feedback to Crisis Supporters.
• Ability to identify concerns related to CS practice and skills that may need to be addressed under the direction of the Recruitment, Training & Quality Manager.
• Skills to conduct risk assessments decisively, evaluate situations, minimise risk, and act appropriately.
• Ability to conduct structured debriefing on-site and/or to refer to Recruitment, Training & Quality Manager where appropriate.
• Must possess or have the ability to obtain prior to commencing (and maintain throughout employment) a valid Working with Children Check and National Criminal History Record Check

In return we will offer

• Salary packaging benefits.
• Ongoing training and development.
• Knowledge that you will be part of a team helping to make a difference to your community.

Should you have any further questions about the position please email *************@lifeline.org.au

Applications close: Friday, 2nd October 2026