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In-Shift Support – Digital – Remote

2000 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

📌 Learning Designer (Newcastle)
🏢 Optus
📍 Newcastle