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 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 setting.
Ability to exhibit discretion and qualified acumen with a growth mindset approach.
Comfortable working in a rapid paced, evolving and team-oriented work setting.

Home Office Requirements

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