Salary: Approximately $120,000 + Super + Salary Packaging
About Lifeline Northern Beaches, Mosman to Kirribilli
Lifeline Northern Beaches, Mosman to Kirribilli has been supporting local communities for almost 60 years, delivering compassionate, life‐saving services to people experiencing crisis, emotional distress, or social isolation.
As an independent not-for‐profit organisation supported by over 600 volunteers and a dedicated workforce, LLNB delivers a broad range of services including the national 13 11 14 Crisis Support Line, counselling, support groups, financial counselling, community education and critical incident response.
Our Vision
An Australia free of suicide.
Our Purpose:
We create connection with people in crisis, empowering individuals and communities to be safe from suicide.
Our Values: Respect | Compassion | Collaboration | Integrity | Accountability
The Opportunity
* Lead the operational management and continuous improvement of the Crisis Support Centre.
* Ensure safe, high‐quality crisis support delivery aligned with Lifeline Australia standards and frameworks.
* Foster a psychologically safe, trauma‐informed and inclusive environment.
* Lead teams through operational and cultural change initiatives.
* Lead and support a mixed workforce of paid staff and volunteers.
* Coach and develop Team Leaders and In‐Shift Supervisors.
* Oversee volunteer recruitment, onboarding and training pathways.
* Manage approximately 3–4 volunteer intake programs annually.
* Oversee rostering and workforce coverage across extended operational hours (6am-12am).
* Manage staffing levels, workforce planning and service demand.
* Monitor KPIs, workforce performance and operational reporting.
* Act as the key operational interface with Lifeline Australia.
* Participate in Communities of Practice and operational forums.
* Contribute operational insight to organisational planning and strategy.
Key Responsibilities
* Lead the operational management and continuous improvement of the Crisis Support Centre.
* Ensure safe, high‐quality crisis support delivery aligned with Lifeline Australia standards and frameworks.
* Foster a psychologically safe, trauma‐informed and inclusive environment.
* Lead teams through operational and cultural change initiatives.
* Lead and support a mixed workforce of paid staff and volunteers.
* Coach and develop Team Leaders and In‐Shift Supervisors.
* Oversee volunteer recruitment, onboarding and training pathways.
* Manage approximately 3–4 volunteer intake programs annually.
* Oversee rostering and workforce coverage across extended operational hours (6am-12am).
* Manage staffing levels, workforce planning and service demand.
* Monitor KPIs, workforce performance and operational reporting.
* Act as the key operational interface with Lifeline Australia.
* Participate in Communities of Practice and operational forums.
* Contribute operational insight to organisational planning and strategy.
About You
We are seeking a leader who is calm under pressure, highly relational and genuinely passionate about supporting people and communities.
Essential Experience & Skills:
* Senior leadership experience in complex, people‐intensive environments.
* Strong operational leadership, workforce planning and rostering capability.
* Experience managing performance, change and complex workforce dynamics.
* Excellent communication, relationship‐building and stakeholder management skills.
* Strong emotional intelligence, resilience and sound judgement.
* Ability to balance empathy with accountability in a high‐pressure environment.
Highly Regarded:
* Experience in crisis support, mental health, health or community services.
* Experience in not-for‐profit or volunteer‐led organisations.
* Experience leading organisational or cultural change.
* Relevant tertiary qualifications.
Why Join Lifeline Northern Beaches?
* Supports Australians during their most vulnerable moments
* Values compassion, collaboration and connection
* Is investing in transformation and future growth
* Offers meaningful work with strong community impact
* Provides salary packaging benefits and portable long service leave
Most importantly, you will lead a service that helps ensure no one in our community faces their darkest moments alone.
If this opportunity resonates with you, please submit your resume and cover letter to careers@lifelinenb.org.au or contact Annabel Grigson on 0402 027 514 for a confidential discussion.
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