Head of Knowledge and Quality
About Lifeline Australia
Beaumont People are proud to be partnering with Lifeline Australia. Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion, and hope.
In this role you will lead the Knowledge and Quality team and oversee the development of and adherence to the service governance framework, serving as the driving force behind Lifeline Australia's commitment to excellence.
The team acts as the centre of excellence for Lifeline's core services; governing over service quality, developing service policy, managing the organisation's service knowledge,, managing complaints, and ensuring service compliance with standards and legislation through remediation activities.
The team are currently undergoing an exciting period of transformation, and we are seeking a strong and experiencing leader to help us navigate this change phase.
Responsibilities of the role
Strategic Leadership
- Lead and inspire a diverse team to achieve their goals and deliver high-quality outcomes, as well and contribute to delivery of Lifeline Australia's strategic direction.
- Manage inflight projects and day-to-day operations, ensuring smooth workflow and effective communication.
- Support the team through the transformation process, providing guidance and stability.
- Execute on the continuous improvement roadmap of service and technology improvements.
- Cultivate the desired culture and provide effective leadership Knowledge & Quality team.
Service Quality
- Oversee the development and deployment of a service governance framework (inclusive of clinical governance) and policies and ensure teams across Lifeline Australia adhere to and apply them in the design and delivery of services.
- Define the organisation's services and their key characteristics, such as their purpose, target audience, and value proposition.
- Oversee the monitoring of service quality through assessment of services, member feedback and complaints.
Knowledge Management
- Facilitate maintenance of a single source of truth for information and ensures service guides and artefacts are up to date and continuously improved.
- Ensure that the Centre of Excellence for Lifeline's core services provides thought leadership on contemporary crisis support practices, provides timely and quality support for In-Shift Supporters and advice to other teams.
- Leads in the practical and effective application of contemporary and evolving research and evidence, to facilitate the provision of high-quality services that are responsive to the needs of those seeking help.
Essential Criteria:
To succeed in the role, you will be an experienced leader, with a strong professional background across mental health and service delivery. You will also have:
- Bachelor's degree in relevant field – Psychology, Social Work, Counselling or similar.
- Extensive knowledge and professional experience across mental health or community services, governing service quality and standards, and remediating service quality issues.
- A supportive, open, and transparent leadership style, to inspire teams and cultivate a positive culture.
- Ability to foster relationships across teams, as well as engage effectively with internal and external stakeholders, with an emphasis on the ability to lead, negotiate and influence through effective communication.
- A growth mindset and ability to embrace continuous learning.
- An understanding on how to lead a team through change, particularly in the implementation of service improvements and transitions.
- Other essentials:
- o Working Rights in Australia
- o Criminal Record Check will be conducted.
Benefits:
- Salary Packaging – access to some amazing tax savings through salary packaging
- Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and e-learning module.
- Flexible working – we provide flexibility and support to all employees and encourage work-life balance
- Employee Assistance Program – access to free counselling sessions for you and your family
- Beautiful office facilities in central location – including shower facilities
How to apply:
Beaumont People have been retained to recruit this position on behalf of Lifeline Australia.
Applications will be reviewed as received and successful applicants will be contacted for further discussion.
If this sounds like something that you would be interested in, please apply directly to the advertisement with a full resume. A cover letter will be required if shortlisted.
If you have any questions prior to submitting your application, please direct them to Rhonda Newman - rhonda@beaumontpeople.com.au.
At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities. We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.