• Talent Pool - Casual Paid Shifts
• Various Shifts - 24/7 roster including weekends and late night / overnight shifts.
• Fully Remote Role with equipment and training provided

Are you an experienced Crisis Supporter or In-Shift Support Supervisor looking for paid opportunities to provide real-time guidance and support to the Human Assisted Digital (Text and Chat) Network? Lifeline Australia is establishing a talent pool of candidates interested in undertaking casual paid shifts as In-Shift Support Supervisors (Human Assisted Digital).

Various shifts are available and applicants will need to have enough flexibility to work weekends and overnights (shift allowances apply) and understand that there may be some weeks where many shift options are available and other weeks where there are limited shifts available. However, by becoming a part of our Talent Pool, there may be opportunities to pick up regular shifts on a part time or full time basis in the future.

The Role

As a HADS ISS Supervisor, you will support Crisis Supporters during their shifts, ensuring a safe, effective, and high-quality service for help seekers. Your role will involve:

• Providing in-shift coaching, supervision, and mentorship to Crisis Supporters.
• Managing shift coordination to ensure service continuity and support staff breaks.
• Assisting with rostering, troubleshooting, and responding to service needs.
• Supporting onboarding, training, and skill development of new and existing staff.
• Escalating safety concerns and high-risk interactions as required.
• Contributing to continuous service improvement and best practices.
• Participating in ongoing training and professional development.

Education and Experience

To be considered for this secondment, you must:

• Be accredited to provide In-Shift Support or 100+ hours in a Crisis Support role.
• Have experience coaching, mentoring or supervising Crisis Supporters.
• Be willing to complete the HADS In-Shift Support Supervisor E-Learning over a designated period.
• Read the In-Shift Support Ways of Working manual and CARE operations manual.
• Completion of safety management training for imminent situations for Phase 2 (Call Supports).
• Follow Lifeline guidelines around Safety Management.

About You

The successful candidate will bring:

• Strong leadership, coaching and mentoring skills.
• Strong written and verbal communication skills.
• Proficiency in digital platforms and IT skills relevant to the role.
• Strong problem-solving and decision-making skills under pressure.
• A commitment to self-care and the ability to seek supervision or debriefing when required.
• A passion for mentoring and supporting volunteers.
• A willingness to work flexible shifts, including nights and weekends.

Why Join the Talent Pool?

• Gain paid experience in a leadership capacity within Lifeline.
• Contribute to supporting Crisis Supporters in delivering high-quality services.
• Be considered for casual paid shifts as they become available.
• Enjoy a flexible work arrangement with a fully remote setup.

Home Office Requirements

• Reliable high-speed internet from the place of work – home office.
• Private space to work with a desk, chair, and lighting to comfortably work.
• Ability to maintain Occupational Health requirements of private workspace.
• Home Phone/ mobile phone service to use in the event of an outage or emergency.

EMPLOYEE BENEFITS PACKAGE

• Salary Packaging – being a not-for-profit organisation allows us to offer our employees access to some highly beneficial tax savings through salary packaging.
• Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and our online learning platform.
• Employee Assistance Program – access to free counselling sessions for you and your family.

Want to join the Lifeline Family?

To apply click the “Apply Now” button and submit:

• Your resume
• Cover letter addressing the “About You” section of this advert
• Answer all screening questions

At Lifeline Australia we believe that diversity is strength and are proud to be an equal employment opportunity workplace.

Next steps?

If you are successful in reaching the next stage of the recruitment process you will be contacted. Please note incomplete applications (including screening questions) will not be contacted.