Job Title: Practice Coordinator
This role is perfect for someone who wants to make a difference in the lives of others. As a Practice Coordinator, you will play a crucial part in supporting the delivery of critical services that ensure no person in Australia has to face their darkest moments alone.
The ideal candidate will have strong organisational and time management skills, with the ability to prioritise competing demands effectively. They will also be able to demonstrate emotional resilience and capacity to work in high-pressure, emotionally demanding environments.
Key Responsibilities:
* In collaboration with Learning and Development, assist with content relevant to practice in all training material.
* Manage the Practice Inbox – managing incoming queries, triaging, and responding or redirecting as needed.
* Provide support for administrative tasks – general administrative assistance, document handling, etc.
* Report on Unwelcome Interactions and related activities – managing or escalating difficult or inappropriate communications.
* Provide Knowledge and Quality communications support – drafting, reviewing, and distributing internal, network-wide or external communications such as communicating updates and policy changes to the workforce.
* Support the facilitation Network Member forums – assisting with planning, logistics, and facilitation of member engagement sessions.
* Lead stakeholder engagement processes including establishment, review, and evaluation of committees to assist with the implementation of quarterly Crisis Support worker forums, and monthly CISS and ISS meetings.
* Manage service ecosystem software systems, call tracking tools, and databases etc.
* Troubleshoot technical issues and liaise with IT support.
* Service reporting – prepare reports on call statistics, service outcomes, and workforce performance such as Monthly Service Performance reporting.
* Execute general data reporting, insight gathering and evaluation – collecting, analysing, and reporting on data to assess the impact of initiatives or changes.
* Assist with quality management as required, maintaining accurate records for audits and reporting.
* Support accreditation and compliance with national mental health standards.
* Review, develop and evaluate practice processes, procedures, guidelines, and resources to ensure compliance and best practices.
* Annual updating of service design artefacts.
Requirements:
* Proven experience overseeing practice processes and program delivery.
* Demonstrated ability to navigate and lead change in fast-paced, complex service environments.
* High-level written and verbal communication skills, including the ability to tailor messaging to diverse audiences.
* Strong interpersonal and negotiation skills, with a collaborative approach to stakeholder engagement.
* Sound understanding of mental health, suicide prevention, and crisis support frameworks.
* Experience interpreting and applying policy and procedure in a service delivery context.
* Undergraduate degree in psychology, counselling, mental health nursing, or social work (desirable).
* Familiarity with helpline service models and their operational requirements (desirable).
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.