Trauma-Informed Team Lead, Frontline Care & Growth

Telstra Health; Queensland; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Free Telstra mobile & plan (eligible)

25% off Telstra products & services

16 weeks paid gender-equal parental le

Free 24/7 professional support for you

Employee rewards program: discounts on

Job summary

Telstra Health in Australia seeks a Team Leader for the Leaving Violence Program to lead frontline practitioners delivering trauma-informed support to victim-survivors. You will report to the Service Operations Manager and provide operational leadership, practice guidance and day-to-day coaching to ensure safe, effective and person-centred service delivery.

You will oversee workforce planning, real-time operations and performance management while fostering a psychologically safe, high-performing

Qualifications

• Minimum four (4) years' experience working within Family, Domestic and Sexual Violence (FDSV) services, with the capability to provide practice direction, advice, debriefing and supervision to frontline practitioners.
• Minimum four (4) years' leadership or people management experience, preferably within a community, social or health services setting.
• Demonstrated experience leading, coaching and developing high-performing teams.
• Experience supporting practitioners undertaking enhanced risk and needs assessments and safety planning.
• Proven ability to manage performance, support employee wellbeing and foster psychologically safe team environments.
• Experience in workforce planning, rostering, real-time operations and operational service coordination within a virtual or contact centre environment.
• Strong communication, stakeholder engagement and decision-making skills.
• Experience working within government-funded or regulated service environments will be highly regarded.
• Exposure to financial assistance programs or fraud management is desirable.

Responsibilities

• Leading, coaching and developing a team of frontline practitioners delivering trauma-informed support.
• Providing practice direction, reflective supervision, debriefing and operational guidance to frontline staff.
• Managing workforce planning, rostering and real-time service operations to ensure service levels and performance targets are achieved.
• Conducting probation reviews, performance conversations and ongoing coaching to build capability and support staff wellbeing.
• Acting as the escalation point for operational issues, complex service matters and approvals.
• Monitoring service quality, operational performance and compliance with program policies and regulatory requirements.
• Using workforce data and service insights to identify trends, drive continuous improvement and enhance service delivery.
• Approving financial support packages to assist victim-survivors to safely transition away from violence.
• Working collaboratively with operational leaders and stakeholders to strengthen service delivery and achieve program outcomes.

Skills

Leadership

Team coaching

Stakeholder engagement

Performance management

Decision making

Education

Bachelor's degree in Social Work/Community Services/Counselling or equivalent

Job description

Telstra Health in Australia seeks a Team Leader for the Leaving Violence Program to lead frontline practitioners delivering trauma-informed support to victim-survivors. You will report to the Service Operations Manager and provide operational leadership, practice guidance and day-to-day coaching to ensure safe, effective and person-centred service delivery.

You will oversee workforce planning, real-time operations and performance management while fostering a psychologically safe, high-performing