Clinical Support Line Specialist

Job Description

Add expected salary to your profile for insights At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes. What’s the opportunity? The Specialist will be responsible for overseeing the day-to-day operations of the 1800RESPECT Clinical Support Line, ensuring the efficient and effective function and delivery of the service. This role requires strong leadership, communication, and organizational skills, as well as a deep understanding of staff well-being and trauma-informed care practices. About the role: As an 1800RESPECT Clinical Support Line Specialist, the individual will be responsible for providing expert guidance, support, and resources to first response counsellors seeking clinical assistance whilst on shift. Contribute to a dedicated team that oversees the day-to-day support of 1800RESPECT Counsellors. Respond to inquiries: Promptly and professionally handle incoming calls, emails, or chat messages from individual staff seeking support or information related to the role of first response counsellor. Assess needs: Assess needs, and potential risks, while ensuring safety and well-being of staff and individuals seeking support. Provide information and clear guidance: Offer accurate and up-to-date information on relevant resources and support, tailored to the individual's unique needs and circumstances. Debriefing: Utilize intervention techniques such as Psychological First Aid to support and assist staff experiencing emotional distress or immediate crisis situations, while working to connect them with appropriate resources. Maintain confidentiality: Uphold strict confidentiality standards to protect the privacy of callers and adhere to all relevant policies, procedures and guidelines, laws, and regulations. Develop a comprehensive understanding of the set KPIs and assist staff to work within the frame of expectation. Assist with MCTs and emergency service support for immediate staff and stakeholders. Provide feedback for continuous development and embrace changes for ongoing growth and best practice. Working Arrangements Willingness to work a variety of shifts and outside of normal business hours on occasions to meet operational requirements. Willingness to undertake further training and development. Upholds and models the values and behaviours of Telstra Health. About you: The Clinical Support Line Specialist must: Be qualified counsellors registered with either the Australian Counselling Association (Level 3 or above) or Psychotherapy and Counselling Federation of Australia (PACFA- Clinical); or Be qualified social workers registered with full AASW membership; or Be registered psychologists with AHPRA (General). Hold Current Working with Children Checks, or the capacity to obtain prior to commencement. Hold Australian Citizenship. A completed minimum bachelor’s degree from an approved provider (Approved courses can be found via the relevant peak body). Minimum 4 years trauma counselling experience (preferably telephone counselling) or full-time equivalent experience in specialised sexual assault, domestic and family violence counselling. Capacity to work and support staff, whilst remaining calm and embedding self-care practices. Ability to rapidly develop a thorough knowledge of 1800RESPECT’s delivery model, including counselling model, policies and procedures. A robust understanding of federal and state-based legislation, including child protection legislation relevant to service delivery. Demonstrated understanding and experience of quality practice standards and understanding processes involved in compliance. Why join Telstra Health: We believe that flexibility is not a ‘perk’, it’s how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony. Join us if you find change, a fast-paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new! Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities. If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you! And it doesn’t stop there… Avenues for growth and stepping into other roles. 30% discount on Telstra services including home broadband and post-paid mobiles. Free 24/7 professional and confidential support for you and your family through EAP. Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more. Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave. We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don’t check every box above, we encourage you to apply today or get in touch with us on Applications will be assessed and shortlisted as they are received so apply today! We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon. #J-18808-Ljbffr