Posted: 20/07/2026

Closing Date: 21/08/2026

Salary: $63.00 - $65.00

Job Type: Permanent - Full Time

Location: Melbourne, Victoria

Job Category: Community Services and Development,Voluntary, Charity & Social Work

Introduction

Safe Steps is the only 24/7, family violence response centre in Victoria, providing a “state-wide entry point” for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.

Our vision is safety, support and respect for all victim-survivors of domestic and family violence.

Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.

Job Description

THE ROLE

We are looking for an experienced and passionate Team Leader – Intake & Assessment to lead a team delivering immediate crisis support, intervention and referral services to individuals and families affected by family violence. Reporting to the Senior Team Leader – Intake & Assessment, you will play a key leadership role in our statewide 24/7 crisis response service.

This position is responsible for overseeing day-to-day operations, supporting frontline practitioners, managing service performance, and ensuring high-quality, consistent service delivery. As a member of the Client Services Leadership Team,



you will help champion best-practice responses and support the ongoing development of our service model.

PAY LEVEL: SCHADS Level 7 - Pay Point 1

CONTRACT TYPE: Permanent, 1.0 FTE or 0.8 FTE

SHIFTS: Various Monday - Saturday

KEY RESPONSIBILITIES

Leadership and Team Management

Lead, coach and support a team of practitioners and senior practitioners.

Conduct quality reviews, performance discussions and ongoing staff development.

Provide specialist practice guidance and support to frontline staff.

Drive a positive, high-performing and client-focused team culture.

Supervision and Capability Development

Provide day-to-day supervision and practice support.

Build team capability through coaching, training and professional development.

Monitor and report against supervision and performance targets.

Service Operations

Oversee daily operations within a 24/7 crisis response call centre.

Manage workflow coordination, service allocations and operational performance.

Monitor risk, service quality and data integrity.

Ensure services align with relevant legislation, frameworks and organisational standards.

Desired Skills and Experience

KEY SELECTION CRITERIA

Essential

Bachelor of Social Work or equivalent qualification.
Extensive experience working in a 24/7 helpline or crisis response environment.




Proven leadership experience managing teams and coordinating services.
Experience leading high-performing teams within a call centre environment and managing performance targets.
Experience providing staff supervision, coaching and development.
Strong understanding of family violence service delivery and crisis response principles.
Excellent communication, stakeholder engagement and problem-solving skills.
Commitment to diversity, inclusion and culturally protected practice.
Current Working with Children Check and willingness to undergo a National Police Check.

Desirable

Completion of MARAM Comprehensive Risk Assessment Training.
Experience in the specialist family violence sector.
Experience managing services within a complex human services environment.
Knowledge of Victorian family violence reforms and service systems.

INTERESTED? APPLY TODAY!

If this sounds like the role for you then click on the 'Apply Now' button below.

Please note:
Applications will be assessed as they are received. We reserve the right to close the application period early if a suitable candidate is found.
Your application will not be considered unless you provide a cover letter and a brief Resume .

Safe Steps is an organisation committed to an inclusive and accessible workplace for all. We strongly encourage applications from Aboriginal and Torres Strait Islanders, people with disabilities, those from diverse cultural, linguistic, and religious backgrounds, all ages, LGBTQIA+ people, and those with a diversity of experiences.

📌 Team Leader - Intake & Assessment (Melbourne)
🏢 safe steps
📍 Melbourne