* Availability to work a 24/7 roster including weekends, and late night/ overnight shifts
The Digital Services In-Shift Support Supervisor at Lifeline Australia serves an important role in our Digital Services ecosystem. The Digital Services In-Shift Support is a critical liaison that strives to support our digital services Crisis Supporters (CS) and help to expand our service and performance to best support the Help Seekers (HS).
The DISS will support, monitor and coordinate the Digital Service CS's during shifts to support the service, cover breaks, conduct debriefs, check-ins, monitor ratios, report technology issues, quality and ongoing continuous improvements. Some of the key responsibilities of the role include:
* Providing immediate, real time practice support and feedback to CS's located across the Lifeline network.
* Providing initial debriefing for CS's following difficult and high-risk interactions.
* Completing emergency interventions and mandatory reporting requirements.
* Proactively using instant messaging technology to provide support and direction to CS's on duty.
* Ensuring shift and service cover is balanced with staff breaks, training and support.
* Daily staffing management and WFM duties.
* Responsibility for managing ISS inbox and voicemail during shift.
Experience Requirements
* Minimum of 100 hours as a Lifeline Digital Services Crisis Supporter (CS) including well developed skills and competency in crisis support practice.
* A clear understanding of reflective practice and debrief techniques in Crisis Support.
* Completed or willing to complete LLA training including coaching training, ISS training and other ongoing training as required for the role.
* Education in youth work, social work, counselling, psychology or allied health field (2 years post accreditation desirable).
* Ability to acquire a current Working with Children Check and a current Police Check.
* Background in remote service delivery of allied health services (desirable).
* High level of proficiency with a wide range of software programs including Microsoft Office suite, online meeting platforms (e.g., Chat, Zoom) and accuracy in typing and data entry.
Other Requirements
* Ability to work on a 24 hours 7 day a week rotating Shift Roster.
* Demonstrable skill in managing time and workload efficiently.
* The ability to work independently and use own initiative, as well as work and contribute proactively to a team environment.
* Ability to exhibit discretion and professional acumen with a growth mindset approach.
* Comfortable working in a fast paced, evolving and collaborative work environment.
Home Office Requirements
* Reliable high-speed internet from the place of work – home office.
* Private space to work with a desk, chair, and lighting to comfortable work. Ability to maintain Occupational Health requirements of private workspace.
* Computer able to operate the latest operating system, camera, keyboard, mouse and preferably two screens.
* Phone service to use in the event of an outage or emergency.
EMPLOYEE BENEFITS PACKAGE
* Salary Packaging – being a not for profit organisation allows us to offer our employees 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
* Employee Assistance Program – access to free counselling sessions for you and your family
HOW TO APPLY
Click on the "Apply Now" button and submit:
* Your resume
* Cover letter addressing the requirements of the role
* Answer all screening questions
At Lifeline Australia we believe that diversity is strength and are proud to be an equal employment opportunity workplace.
Next steps?
If you successfully advance to the next stage of the recruitment process, you will be contacted. Please ensure that your application is complete, including responses to all screening questions, as incomplete applications will not be contacted.
Role Type
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