In-Shift Support - Digital - Remote

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In-Shift Support - Digital - Remote

Sydney Lifeline Australia

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Job Description

• Availability to work a24/7 roster including weekends, and late night/ overnight shifts

The In-Shift Support Supervisor at Lifeline Australia serves an important role in our Digital Services ecosystem. The In-Shift Support is a critical liaison that strives to support our digital services Crisis Supporters (CS) and help to expand our service and performance to best support the Help Seekers (HS).

The In-Shift Support will support, monitor and coordinate the Digital Service CS's during shifts to support the service, cover breaks, conduct debriefs, check ins, monitor ratios, report technology issues, quality and ongoing continuous improvements. Some of the key responsibilities of the role include:

• Providing immediate, real time practice support and feedback to CS's located across the Lifeline network.
• Providing initial debriefing for CS's following difficult and high risk interactions.
• Completing emergency interventions and mandatory reporting requirements.
• Proactively using instant messaging technology to provide support and direction to CS's on duty.

Experience Requirements

• Minimum of 100 hours as a Lifeline Digital Services Crisis Supporter (CS) including well developed skills and competency in crisis support practice.
• A clear understanding of reflective practice and debrief techniques in Crisis Support.