- Full Time Permanent, hybrid working arrangements on offer
- 3 Roles Available
ORGANISATION
Join Lifeline Australia and you will be helping to support the delivery of critical services ensuring that “no person in Australia has to face their toughest moments alone.”
Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.
Lifeline Australia Ltd (LLA) is located in Sydney, with small teams of dedicated staff employed to lead funding and corporate relations activities, and to provide the design, technical infrastructure and governance of services across Lifeline’s member network. LLA recently embarked on an exciting
transformation journey, guided by an ambitious strategic plan.
The 2024-2027 Strategic Plan will see enhancements across services, technology and workforce to bring about better outcomes and a more accessible and flexible support system for help-seekers
ROLE
The Team Leader – Crisis Support Intervention Services is responsible for ensuring the effective, safe, and seamless delivery of crisis support services by coordinating all operational aspects of each shift. This includes maintaining service quality, supporting Crisis Supporters, and ensuring adherence to organisational policies, procedures, and the Lifeline Crisis Support Model.
The role requires a comprehensive blend of knowledge, skills, and responsibilities across both crisis support and in shift support functions, and candidates must meet all requirements to fulfil the position effectively.
RESPONSIBILITIES
- Lead day-to-day operations of a national 24/7 crisis support service, ensuring stable coverage, service quality, and timely‑ responses.
- Manage workforce planning across all shifts, including scheduling, workload allocation, and adherence to SCHADS and operational requirements.
- Coach and develop In Shift Support and Crisis Support teams through regular feedback, capability building‑ initiatives, and performance reviews.
- Foster a positive, resilient, and psychologically safe team culture focused on wellbeing, reflection, and high-quality‑ service delivery.
- Monitor service performance, KPIs, SLAs, compliance, and risk, ensuring safe, consistent, and person-centred outcomes.
- Lead quality assurance activities, case reviews, audits, and continuous improvement
initiatives.
- Oversee documentation, reporting, operational data accuracy, and governance requirements.
- Manage escalations, critical incidents, and complex cases, offering risk oversight and decisive support.
- Partner with senior leaders and HR to address performance issues and support fair, timely resolution.
- Build strong internal and external stakeholder relationships to ensure seamless service integration and coordinated crisis support.
- Prepare and analyse team performance reports, identifying trends and driving improvement strategies.
- Oversee timesheet, payroll, attendance, and administrative processes with accuracy and confidentiality.
- Contribute to the development and consistent application of policies, procedures, and operational frameworks.
- Support audit readiness and organisational compliance activities.
ABOUT YOU
- Strong Leadership capability, including demonstrated competency in complex, high demand services, reflective practice, supervision, and debriefing techniques.
- 2 + years in coaching and leadership with the ability to manage caseloads, work autonomously, and uphold compliance with policy, procedures, and record-keeping
- Exceptional communication and interpersonal skills, with the ability to build productive stakeholder relationships, collaborate effectively, influence outcomes, and contribute positively within a team.
- Highly proficient in technology, including Microsoft Office and remote‑working tools, with strong IT competence relevant to crisis support operations.
- Self‑aware and resilient, demonstrating non‑judgmental practice, calmness under pressure, strong self‑care strategies, and openness to feedback and continuous development.
- Adaptable and proactive, embracing change, contributing to service improvements, and maintaining high standards of professionalism.
CULTURE
The team are passionate, supportive & hardworking. They are very driven to reach their goals, so that they can continue to grow and deliver critical support to all Australians at a time when the importance of mental health has never been so prevalent.
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.
- Paid Primary Carer Parental Leave – (14 weeks at full pay or 28 weeks at half pay).
- 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.
- Beautiful office facilities in central location.
To Apply
Please upload your application and address the selection criteria. Please
note, only applications that are complete will be reviewed, so please ensure
that you complete all sections within the application.
