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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 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.