Weekend Supervisor

Sunshine Mitre 10; Geelong; Remote; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Salary packaging

Lifeline Learning Academy

Employee Assistance Program

Job summary

Lifeline Australia is seeking an In-Shift Support Supervisor for Digital Services to oversee and coordinate crisis supporters during shifts. This remote role supports the Lifeline network with real-time guidance and debriefs to ensure quality service and safety.

The ideal candidate has crisis support experience, reflective practice knowledge, and a willingness to complete relevant Lifeline training. Remote work is available with a 24/7 rotating roster.

Qualifications

• Minimum 100 hours as Lifeline Digital Services Crisis Supporter with crisis support skills.
• Understanding of reflective practice and debrief techniques in crisis support.
• Willing to complete LLA training including coaching and ISS training.

Responsibilities

• Provide real time support and feedback to crisis supporters across Lifeline network.
• Provide initial debriefing after difficult and high risk interactions.
• Complete emergency interventions and mandatory reporting as required.
• Proactively use instant messaging to support CS on duty.

Skills

MS Office

MS Teams

Data entry

Education

Youth work / Social work / Counselling / Psychology

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
• Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and e-learning module
• Employee Assistance Program