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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 explicit understanding of reflective practice and debrief techniques
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📌 Learning Designer - Scale Impact With Digital And Ai (Brisbane)
🏢 Optus
📍 Brisbane