Manager 13 11 14 Crisis Support – Maternity Leave Cover

About Lifeline

Lifeline WA is the leading provider in crisis support and suicide prevention in WA. 

More than 80,000 Western Australians call Lifeline’s 13 11 14 crisis support service or contact Lifeline's text and chat service every year, and that number is rising. 

Our 24-hour Crisis Support Services (Telephone and Digital) is available every day of the year, from any location in Australia. It is available to anyone – regardless of age, gender, ethnicity, religion or sexual orientation.

Lifeline WA believes that almost all suicides are preventable and that by connecting vulnerable people with crisis support, these people can be kept safe.

Our vision is working towards creating communities free of suicide.

Our mission is to prevent suicide, support people in crisis and create opportunities for emotional well being.

About Crisis Support

The Lifeline Crisis Support Service (13 11 14) provides short-term support for people in the Australian community who are feeling overwhelmed or having difficulties coping. The interaction is a confidential one-to-one conversation with a trained Crisis Supporter.

Lifeline Crisis Supporters are required to support inbound calls to 13 11 14, providing a safe place to allow a person to discuss their needs, worries or concerns.

Our Crisis Support team is made up of the most amazing volunteers who give up their time to have conversations with Lifeline help seekers.

We are seeking an experienced People Leader to:

• Be a highly visible, engaging leader to our crisis support team, overseeing the day to day management of our crisis support contact centre
• Achieve resourcing objectives, managing the recruitment and on boarding volunteer crisis supporters.
• Effectively engage and support the crisis support team to drive optimal volunteer and staff engagement results and volunteer contributions.
• Develop and implement systems and processes to deliver Lifeline WA’s Crisis Support Operations plan.
• Ensure effective resource planning, work force planning and administrative support functions and processes are delivered and optimised.
• Work with the crisis support management team to develop a professional and dynamic culture within the support team through leadership, coaching and professional development.

Profile for this role

This is a maternity leave cover contract for 12-month max term.

Specific Job Skills: 

• Experience in people management and leadership including recruitment, employee engagement, coaching, training and performance management.
• Experience in managing and supporting volunteers desirable.
• Experience in managing and organising complex administrative and organisational support functions and processes.
• Experience in workforce planning, rostering and quality assurance.
• Experience in the operations of a multi-modality contact centre or similar fast-paced environment.
• Ability to develop and implement processes which enhance the capability and effectiveness of delivery systems.
• Experience in planning and delivering performance optimisation in a contact centre, or similar, environment.

Essential Behaviours/Competencies

• An ability to express empathy and respect
• Excellent engagement and communiation skills
• Ability to give and receive constructive feedback
• Excellent communications skills with the ability to engage with different personalities 
• Demonstrated ability to manage competing priorities and demands
• Demonstrated ability of decision-making
• Proven ability in people leadership
• Experience in telehealth, human services and/or a service-oriented contact centre environment is desirable
• Managing an administrative and business support function team
• Experience in change management and continuous improvement
• Experience in mental health / human services sector is desirable.

Our Values

• Practice trust, respect and inclusivity
• Build and nurture connection
• Constructively challenge and empower
• Grow with purpose and excellence

If you believe you have the skills and behaviours to excel in this exciting role, please apply via Seek with an up to date resume and cover letter by COB Friday 10th May. 

If you have any specific queries regarding the position, please email [email protected].