Support Officer (Administration) - Digital Crisis Support

Support Officer (Administration) – Digital Crisis Support Services 

(Full time). 

Lifeline WA are pleased to announce due to the recent growth in the Digital Crisis support area and supporting our Help seekers in need, a full-time position in the Digital Crisis Support function,  Support Officer (Administration) has become available. This position is an integral part of supporting the Digital Crisis Support Team across the areas of administration related to recruitment, onboarding, rostering, reporting, maximising system use (Better Impact, BI – Business Intelligence, Verint both contained within the Lifeline Australia and Lifeline WA systems).  The position reports into the Head of Digital Crisis Support, supported by the Digital Crisis Support Team Leads. The role is based at the Lifeline WA Offices in Subiaco. 

ABOUT LIFELINE WA

Lifeline WA provides all Western Australians experiencing a personal crisis or thinking about suicide with access to 24-hour Crisis Support and suicide prevention services. We aim to create opportunities for emotional wellbeing and provide a range of support services including:

• 24-hour Telephone Crisis Support – 13 11 14
• 24-hour Digital Crisis Support – Online and SMS
• Education and Training programs
• Counselling services
• Information and resources
• Advocacy and community awareness

 Our 24-hour Crisis Support Services (Telephone and Digital) is available every day of the year, from any location in Australia. It is available to anyone – regardless of age, gender, ethnicity, religion, or sexual orientation. Lifeline WA believes that almost all suicides are preventable and that by connecting vulnerable people with Crisis Support, these people can be kept safe. Our vision is working towards creating communities free of suicide. Our mission is to prevent suicide, support people in crisis and create opportunities for emotional wellbeing.

OUR VALUES

• Practice trust, respect and inclusivity.
• Build and nurture connection.
• Constructively challenge and empower.
• Grow with purpose and excellence.

ABOUT DIGITAL CRISIS SUPPORT

The Lifeline Digital Crisis Support Service utilizes text and chat communications to provide short-term support for people in the Australian community who are feeling overwhelmed or having difficulties coping. The interaction is a confidential one-to-one chat with a trained Lifeline Digital Crisis Supporter. Lifeline Digital Crisis Supporters are required to support inbound activities on Digital channels, providing a safe place to allow a person to discuss their needs, worries or concerns.

ROLE RESPONSIBILITES

Engagement

• Build strong relationships with the Digital Crisis Support team and the wider Crisis Support Service across Lifeline WA and Lifeline Australia. 
• Support a team of DCS Volunteers and DCS paid staff with an engaged, person-centered approach. 
• Contribute to a cohesive, united, and productive team that is responsive to our Help seekers and DCS Support workers. 

Rosters

• Maintaining and updating schedules and rosters for the Digital Crisis Support Volunteers and Paid Support workers aligned to contractual expectations against performance.
• Provide the administration, regular production, and publishing of the Digital Crisis Support rostering for the Digital Crisis Supporters working closely with the Team Leads on variations.
• Maximize the use and functionality of the available rostering systems and processes in place.

Administration

• Update and maintain Digital Crisis Supporter files across compliance requirements, registrations, and details. 
• Review and action online expressions of interest.
• Support communications with online applicants and assessments with Team leads. 
• Support activation processes for new staff around WWC (Working with children check) and NPC (National Police Clearance), connecting with Team Leads. 

Reporting

• Up to date and accurate data entry of Digital Crisis Supporter details. 
• Generate reports as related to the rostered hours, individual, team enquiries.
• Update systems, timely and accurate information surrounding the Digital Crisis Supporter Status. 
• Generate reports to provide insight into projects and initiatives.
• Work with the Team Leads with the administration and scheduling requirements of the Digital Crisis Supporters and other stakeholders.

Compliance

• Manage compliance to ensure that Digital Crisis Supporter compliance obligations are visible and met.
• Code of Conduct

PERSON PROFILE FOR THIS ROLE

Specific Job Skills:

• Advanced communication skills written and verbal. 
• Detail oriented with the ability to enter and organize data, plan and schedule activities and prepare standard reports.
• Competency in Microsoft applications such as Excel, Business Intelligence data bases or equivalent CRM.
• Rostering experience
• Competency in the use of data bases and an understanding of reporting methods.
• Person centered outlook. 
• Customer, contact, client service skills and experiences.
• Administration and reporting (data) skills and experiences.
• Working within a Care Framework or other relevant models of compliance.

 Essential Behaviours:

• An ability to express empathy and respect.
• Ability to give and receive constructive feedback.
• Excellent communications skills with the ability to deal with different personalities.
• Ability to work autonomously as well as part of the wider Crisis Support team.
• Maintain boundaries of the role including relationships with Crisis Supporter Workers.
• Demonstrated ability to manage competing priorities and demands.
• Demonstrated decision making ability.

If you believe you have an alignment to the skills and experiences listed and an ability to make a difference in this challenging and rewarding role, please send your Resume and Covering letter (1-2 pages) to Ben Oxford, the Hiring Manager *********@lifelinewa.org.au, Applications received by: COB Monday 04 March 2024.