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 significant 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.
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