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In-Shift Support – Digital – Remote

Sydney Lifeline Australia

Job Description

- Availability to work a 24/7 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 rapid 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.

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