AddressLifeline Direct (LLD) is a wholly-owned subsidiary of Lifeline Australia. LLD focuses on supporting the development and ongoing implementation of suicide prevention and community wellbeing programs in the regions which we operate while looking for opportunities to grow Lifeline’s services in geographical areas where they do not currently exist.
LLD encompasses Lifeline Centres in Hunter region, Central Coast, Eastern Suburbs-Bondi, New England North West, Northern NSW, Geelong and South West Victoria, Northern and Western Melbourne and Central Australia. Our specialised and targeted services operate nationally via a telehealth model.
About Lifeline Direct
Lifeline Direct (LLD) is the direct service delivery arm and a fully owned subsidiary of Lifeline Australia (LLA). It was initially established to provide a consolidation pathway for local Lifeline Centres to share resources, skills and experiences in developing strong service coordination, a culture seeking operational excellence, shared governance activities and improved outcomes for help seekers.
The premise of LLD as the direct service delivery arm means that, LLD delivers Lifeline’s 24/7 national crisis support service via 13 11 14 as well as a range of other services including face to face counselling, telehealth services and training. More recently our services have expanded to deliver some of Australia’s most vital free helpline services including MensLine Australia, Suicide Call Back Service, 1800Resepct, and SuicideLine Victoria.
About the role
The role of the Workforce Planning Officer is to manage scheduling requirements for Lifeline Direct’s (LLD) clinical counselling services. The Workforce Planning Officer will manage rosters against budgets, maintain resourcing requirements according to call volume forecasts; analyse and implement shift variation requirements; provide regular reports and provide complete data for upload for payroll.
Position Purpose
The Workforce Planning Officer role contributes to the following areas of responsibility:
- Analyse staffing and shift requirements in line with call volume forecasts
- Design processes for counselling rostering requirements and changes
- Provide Input into proposals and tenders for new services
- Assist in the implementation of new services through call forecasting and Workforce Planning
- Acutely aware of all service lines and modalities (voice, chat, social)
- Able to provide reporting on a regular and ad hoc basis to the organisation
- Provide advice on rosters vacancies/changes, flexible working arrangements, scheduling queries and leave requests
- Ensure effective delivery of real time analysis, scheduling and impacts on performance
What you bring to the role
- Understanding and application of call flow/call centre methodology
- Experience in rostering systems and roster processes, in particular forecasting
- Excellent attention to detail
- Understanding the needs of rostering a complex 24/7 service
- Willingness to work flexible hours when required
- Knowledge of rostering software is highly advantageous
- Demonstrate a customer serviced approach to queries and requests
- Commercial acumen, including demonstrated experience working with Key Performance Indicators (KPIs) within a service delivery or operational environment, preferably within the health sector
- Demonstrate commitment to a positive and high performing culture
- Confidence in using information technology systems, such as customer relationship management systems, workforce management and telephony platforms
- Work within the policies, procedures and values of LLD
- A current National Police Records check (or willing to apply for one)
- Working with Children Check (or willing to apply for one)
What is on offer
- Part-time 3 days per week
- 6-month fixed-term contract
- Working from home
- Salary Packaging options
Applications close 10 June 2024
