Critical Incident Manager Role
Converge International is a wholly Australian owned organisation with the wellbeing of people and their workplaces at the heart of all we do. We are a leader in providing health & wellbeing and people risk management solutions. This is your opportunity to collaborate with people in some of Australia's largest industry, government and corporate organisations - to be part of a team that provides Employee Assistance Programs (EAP), counselling, crisis response, training, conflict resolution, career counselling, assessment and consulting services.
About the Role
We have an opportunity for a full-time Clinical Manager, Critical incidents and Onsite Services to join our clinical services team. Reporting to the Chief Clinical Officer, you will manage the clinical service delivery of Critical Incident (CI) and Onsite Wellbeing Support (OWS), ensuring KPIs are met in supporting consultants to achieve consistently high quality in clinical service delivery. You will oversee the management of RR and OWS clinical teams, supporting a culture of care, accountability, and recognition.
Your Key Responsibilities:
* Supporting and managing teams to achieve performance objectives and KPI's.
* Quarterly assessment and review of progress against the primary goal of meeting KPIs, high quality service provision.
* Demonstrated commitment to achieving strategic objectives through role modelling and championing business directions and strong leadership with staff.
* Establish relevant KPIs for coordinators and consultants in collaborations with the Chief Clinical Officer, reporting measures and systems tracking.
* Develop and maintain ongoing positive relationships with key influential decision makers at client organisations and participation in client meetings to support clinical service delivery.
* Provide clear processes and engage in continuous improvement activities to maximise quality in service delivery.
* Where required identify, act and report on complaints.
* Ensure consultant compliance with clinical governance and service delivery standards.
* Lead with compassionate support and foster a culture of accountability.
About You
You will be a registered Psychologist, Social Worker or Counsellor and have at least five years' experience within a supervisory role working within the organisational wellbeing industry. Along with this you will possess the following experience and competencies:
* At least 10 years' consulting experience, with minimum 4 years' experience in critical incident service delivery.
* Proficient in the knowledge of trauma informed care and best practice service delivery.
* Minimum 5 years leadership experience in a clinical or related field.
* Strong knowledge of emergency care service delivery models and people management within an emergency/critical incident context.
* Strong knowledge of onsite models including walk the floor and individual counselling.
* Demonstrated capability and experience in leading a team of professionals in providing a client and customer driven service across multiple stakeholders.
* Strong project management skills with an ability to make decisions, coordinate projects and respond reactively where required.
* Ability to work in a self-directed manner and effectively manage high volume and often complex tasks.
* Strong decision-making capability around customer risk and have exemplary strategic planning skills.
* Proven ability to manage people and influence culture.
* Demonstrated flexibility and initiative with the ability to 'think outside the square'.
* Minimum post graduate qualifications in the related field of consulting services.
* Availability to travel as required.
This role offers:
* Volunteer leave
* Purchasing of additional leave
* Flexible working arrangements
* Flexible, diverse and challenging work
* Access to training and professional development
* Career development through internal mobility
* Lifestyle discounts – Discounted movie tickets, retail discounts and much more