Job Description
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Availability to work a
24/7 roster
including weekends, and late night/ overnight shifts
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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).
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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:
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Providing immediate, real time practice support and feedback to CS's located across the Lifeline network.
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Providing initial debriefing for CS's following difficult and high-risk interactions.
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Completing emergency interventions and mandatory reporting requirements.
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Proactively using instant messaging technology to provide support and direction to CS's on duty.
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Experience Requirements n
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Minimum of 100 hours as a Lifeline Digital Services Crisis Supporter (CS) including well developed skills and competency in crisis support practice.
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A clear understanding of reflective practice and debrief techniques in Crisis Support.
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Completed or willing to complete LLA training including coaching training, ISS training and other ongoing training as required for the role.
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Education in youth work, social work, counselling, psychology or allied health field (2 years post accreditation desirable).
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Ability to acquire a current Working with Children Check and a current Police Check.
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Background in remote service delivery of allied health services (desirable).
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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.
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Other Requirements n
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Ability to work on a 24 hours 7 day a week rotating Shift Roster.
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Demonstrable skill in managing time and workload efficiently.
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The ability to work independently and use own initiative, as well as work and contribute proactively to a team environment.
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Ability to exhibit discretion and professional acumen with a growth mindset approach.
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Comfortable working in a fast paced, evolving and collaborative work workplace.
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Home Office Requirements n
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Reliable high-speed internet from the place of work – home office.
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Private space to work with a desk, chair, and lighting to comfortable work. Ability to maintain Work Health & Safety requirements of private workspace.
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Computer able to operate the latest operating system, camera, keyboard, mouse and preferably two screens.
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Phone service to use in the event of an outage or emergency.
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Employee Benefits Package n
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Salary Packaging – being a not for profit organisation allows us to offer our employees access to some amazing tax savings through salary packaging
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Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and e-learning module
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Employee Assistance Program – access to free counselling sessions for you and your family
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At Lifeline Australia we believe that diversity is strength and are proud to be an equal employment opportunity workplace.
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📌 In-Shift Support - Digital - Remote (Perth)
🏢 Lifeline
📍 Perth