Telstra Health is proud to work collaboratively with the Australian Government and partners to deliver 1800RESPECT, the national front door for people experiencing, or at risk of experiencing, domestic, family and sexual violence and workplace sexual harassment (DFSV).
Our Mission: to reduce the prevalence and impact of DFSV across the Australian community by providing an accessible, high quality, clinically-informed and evidence-based service that meets the diverse needs of all individuals seeking support to manage the impacts of DFSV on their lives and the lives of people they know.
Purpose: to deliver a free, 24 hour / 7 day a week national service that provides information, counselling support and referrals to people experiencing, or at risk of, domestic, family and sexual violence, including workplace sexual harassment.
What's the opportunity?
The Counselling Services Team Leader supports 1800RESPECT's mission by leading a team of counsellors and managing daily operations to ensure efficient, high-quality service delivery. Working collaboratively with peer team leaders, the clinical team and key stakeholders, the role drives continuous improvement and accountability across counselling services.
About the role:
The Counselling Services Team Leader brings a strong awareness of DFSV and an ability to lead teams working with individuals at risk, in busy and complex environments.
Employee leadership, engagement and motivation:
* Provide supervision and operational support to a team of up to 25 counsellors over a 24/7 roster.
* Monitor to the wellbeing of counsellors and ensure their participation in scheduled supervision, coaching and learning and development activities.
* Create a positive, inclusive, and supportive work environment that fosters teamwork, collaboration, and high levels of employee engagement.
* Recognise and reward individual and team performance to boost motivation and morale.
* Address and resolve employee concerns, conflicts, or issues promptly and effectively, promoting a healthy and productive workplace.
Service user satisfaction and advocacy:
* Foster a culture of high quality, trauma informed and person-centred support.
* Ensure counsellors respond positively to service user feedback and accurately document it in the designated reporting system/platform.
* Engage counsellors in reflective discussions to garner insights on service users' needs and expectations, in order to inform and strengthen continuous quality improvement measures.
Operational excellence and compliance:
* Uphold and ensure compliance with company policies, procedures, and standards within the team, ensuring compliance with EEO, HS&W, privacy, and other relevant regulations.
* Manage scheduling compliance, distribute resources effectively, and balance counsellor workloads to achieve service targets while safeguarding quality service standards and staff wellbeing.
* Collaborate with other departments and stakeholders to align call centre operations with overall business objectives and strategies.
Conflict resolution and team cohesion:
* Proactively identify and address potential conflicts or interpersonal issues within the team, utilising effective communication and problem-solving skills to facilitate resolution.
* Foster a culture of open communication and collaboration, encouraging team members to share ideas, feedback, and concerns in a constructive manner.
* Organise regular team-building activities and initiatives to strengthen relationships and enhance overall team cohesion.
Implementing HR structures and policies:
* Collaborate with the People & Culture department to ensure that all relevant HR structures, policies, and procedures are effectively imbedded, communicated and consistently implemented within the team.
* Assist in the development and revision of HR policies that directly impact the 1800RESPECT Counselling Services team, providing insights and recommendations based on team feedback and industry best practices.
* Participate in the roll-out of new HR initiatives or programs, ensuring proper adoption and integration within the team.
About you:
* Demonstrated understanding of, or experience working within, the Domestic, Family and Sexual Violence sector, including strong knowledge of DFSV frameworks, trauma-informed practice, and risk considerations when supporting people experiencing or at risk of violence.
o Proven experience leading teams or services that support people experiencing trauma, people living with risk, and people with complex needs.
o Demonstrated experience managing teams in fast-paced / high-volume environments, including overseeing virtual teams and remote operations, with an understanding of operational processes
o Familiar with and proficient in use of various systems and applications or ability to learn new technologies.
o Experience with data collection, analysis and reporting to inform service delivery and performance outcomes.
o Strong communication skills across virtual and digital platforms
o Demonstrated ability to build and maintain team engagement and positive work culture within virtual environments
o Experience managing teams in call centre environments would be highly regarded.
Education, Certification, Qualifications:
* Degree qualification in a relevant field such as social sciences, social work, counselling or psychology
* Qualifications in leadership, coaching, or mentoring would be highly regarded
Why join Telstra Health:
* We believe that flexibility is not a 'perk', it's how we have always worked We celebrate that flexibility looks different for each of us and support your work-life harmony.
* Join us if you find change, a fast paced environment and even some ambiguity thrilling Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new
* Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
* If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you
And it doesn't stop there…
* Avenues for growth and stepping into other roles.
* 30% discount on Telstra services including home broadband and post-paid mobiles.
* Free 24/7 professional and confidential support for you and your family through EAP
* Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
* Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.
We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don't check every box above, we encourage you to apply today or get in touch with us on
Applications will be assessed and shortlisted as they are received so apply today
We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.