Job Description
Perinatal Anxiety & Depression Australia – Melbourne VIC
We'relooking for someone who leadspeople with heart, makesconfident operational decisions, and createsthe conditions for exceptional care to thrive.
This is a significant leadership opportunity for someone who believes outstanding mental health services are built through strong people, safe practice,thoughtfulsystemsandgenuine collaboration.
You'lllead a multidisciplinary workforce of clinical,peerand volunteer practitioners, ensuring our nationalhelplineremainsresponsive,high quality and deeply person-centred.You'llbeascomfortable supporting your people through complexity,as you areusing data to guide operational decisions, and partnering acrossPANDAtocontinuouslystrengthenhow we deliver care.
Ifyou'rean experienced operational leader who can balance strategy with day-to-day service deliveryandbuild a culture where people feel supported to do theirvery bestwork,we'dlove to meet you.
About us
PANDAis a values-driven, national mental health organisation committed to supporting families through the perinatal period.
For over 40 years, everything we do has been shaped by lived experience,practiceexpertiseandevidence.
Our work is grounded in livedexperience,compassionandcontinuous improvement
Who you are
You'rea calm, authentic and emotionally intelligent leader who enjoys bringing out the best in others.
You understand outstanding service deliveryisbuilt through trust,coaching,accountabilityandstrong operational leadership.
You enjoy solving complex problems, working collaborativelyacrossdisciplinesandcontinually improving how servicesoperate.
You bring:
Significant leadership experience within mental health,healthor community services
Experience leading multidisciplinary teams through complexity and change
Confidence managing operational performance,workforceplanningandservice delivery
Strong judgement when responding torisk,escalationsandcomplex situations
Experience using service data and workforce insights to drive practical improvements
The ability to build trusted relationships across all levels of an organisation




A collaborative leadership style that balances accountability with genuine care
Alignment with our values and commitment to improving outcomes for families
About the Role
As ourHelpline Services Manager,you'lllead the delivery of our national digital helpline services, ensuring theyremainsafe,responsive,accessibleandaligned with our Model of Care, Practice Governance Framework and Lived Experience Framework.
You'llprovide leadership across a multidisciplinary workforce of clinical practitioners, peer practitioners,seniorpractitionersandvolunteers,partneringclosely with Digital Capability, Quality, People, Safety &Complianceand; other organisational leaders.
This role combines operational leadership, workforce planning, practicequality,governanceandcontinuous improvement, ensuring every decision contributes to better outcomes for callers and a sustainable, high-performing workforce.
Your impact
Lead the day-to-day operation ofanational digital helpline service
Build and support a high-performing multidisciplinary workforce
Lead workforceplanning,forecastingandservice capacity management
Strengthen practicequality,governanceandsafe service delivery
Support operational responses to complexpresentations,escalationsandcritical incidents
Use service data,workforceinsightsandquality findings to drive continuous improvement
Partner across the organisation to improvesystems,workflowsandservice performance
Represent Service Delivery in organisationalprojects,committeesandsector partnerships
What You Bring (Essential)
Significant operational or service leadership experience within mental health, health,communityservicesora related sector
Tertiary qualifications and at least seven years' experience in mental health, psychology, counselling, social work, peer work,health,leadershipora related discipline




Demonstrated experience leading multidisciplinary teams
Strong workforce planning,operationalmanagementandservice delivery capability
Experience leading quality improvement and managing risk within service environments
Experience using service performance data to inform operational decisions
Strong stakeholder engagement and relationship-building skills
Experience working within digital service environments and using reporting systems
Experience contributing to contract performance, serviceplanningor operational reporting
Strong alignment withPANDA's values
To support effective remote work,you'llneed a reliable internet connection with minimum speeds of100 Mbps download and 20 Mbps upload.
Experience in perinatal mental health, crisis support or digital mental health services
Experience working within the not-for-profit sector
Experience supporting lived experience practice, co-designor service innovation
What'sin it for you
Lead a national multidisciplinary mental health service
Influence how care is delivered to families across Australia
Employee Assistance Program (EAP)
NFP salary packaging & Portable Long Service Leave
Learning and development opportunities
A collaborative culture that genuinely values people,qualityand continuous improvement
Applications close: 5pm, Wednesday 19th August ****.
Want to know more about us?
Check out what we do and how we work:
Website:
Inclusion matters
We strongly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, dads, young parents, people in rural or regional areas, people with disability, and LGBTIQA+ communities.
We encourage you to reach out if you require any adjustments orassistanceduring the recruitment process to ensure you have every opportunity toshowcaseyour talent,skillsand potential.
Please contact us if you need any adjustments to our application and recruitment process.
Interested?
We look forward to meeting you.
Thank you for considering joining our team and contributing to our purpose.
#J-*****-Ljbffr

📌 Helpline Services Manager (Victoria)
🏢 Perinatal Anxiety & Depression Australia
📍 Victoria