Team Leader, Crisis Support

Lifeline Direct (LLD) is a wholly owned subsidiary of Lifeline Australia, delivering the suite of Lifeline's services across eight geographical regions.  LLD works as a collaborative of local Lifeline Centres sharing administrative and other support services, which not only delivers efficiency in administration but enables the Centres to work together in areas that were not previously possible. This, all while maintaining a sense of ‘localness’ to operate and serve local communities.  LLD encompasses the Hunter Region, Central Coast, Bondi, New England, Northern NSW, Geelong, South West Victoria, Western Melbourne and Central Australia.

About the Position

Located in our Central Coast office you will be mentoring and supporting a team of volunteer Crisis Supporters to continually develop their skills, knowledge and understanding of LLD’s counselling policies and procedures as they apply to telephone crisis support. You will also provide on call coaching and support to Crisis Supporters, escalating concerns where applicable. 

With extensive knowledge and experience as a Crisis Supporter, you will ensure that the Crisis Supporter’s conduct maintains the physical and psychological safety of the caller and themselves.

About You 

You will be an accredited Crisis Supporter for at least 2 years, or nearing completion, with significant experience. Your ability to mentor and support a team of passionate individuals will be your strength as well as your ability to display tact, discretion and integrity in dealing with confidential and sensitive matters.

To be successful in this position you will have:

• Accredited Lifeline Crisis Supporter for at least 2 years or nearing completion with significant relevant experience. 
• Ability to engage and motivate a diverse team of Crisis Supporters
• Demonstrated people management and problem-solving skills
• Ability to manage the administrative and organisational task of the Crisis Support service.
• Ability to consistently apply relevant Crisis Support knowledge to the crisis support/supervision situation. This would include the ability to identify core Crisis Support skills and be able to model them for the CS. 
• Skills to deliver constructive feedback to Crisis Supporters. 
• Ability to identify concerns related to CS practice and skills that may need to be addressed under the direction of the Recruitment, Training & Quality Manager. 
• Skills to conduct risk assessments decisively, evaluate situations, minimise risk, and act appropriately. 
• Ability to conduct structured debriefing on-site and/or to refer to Recruitment, Training & Quality Manager where appropriate. 
• Working with Children’s Check or willing to obtain - where applicable 

In return we will offer

• Salary packaging benefits.

• Ongoing training and development.
• Knowledge that you will be part of a team helping to make a difference to your community.