• Salary: $47.50AUD Per Hour
• Location: Melbourne
• Hours: Full time – 5 days a week Monday – Friday, Shifts will be 4x 10am-6pm and 1x 12pm-8pm.
• Flexible working – hybrid ways of working with a minimum 2 days per week in the office
SANE Australia works to make a real difference for the five million people affected by complex mental health issues nationally. Australians affected by complex mental health issues, experience major barriers in accessing quality, affordable support, and face high levels of stigma and discrimination. SANE is committed to changing this through its digital and phone counselling, peer support services, arts programming and services, and advocacy and research programs. The Service Lead manages a team on our Forums & Groups programs. The primary objective of this role is to ensure best practice approaches are used when supporting people living with complex mental health issues and those who care for them. The Service Lead reports to the Manager, Services and is a critical member of the service delivery team.
The Role:
• Provide guidance, support, and line management to a team of Counsellors, Peer Support Workers, and Mental Health Support Workers across SANE’s recovery services.
• Support 10-15 direct reports
• Identify opportunities and strategies to enhance internal communication, to ensure the services team are informed and participate in organisational wide matters that impact them.
• Provide ongoing coaching and mentoring on performance as well as best practice approaches for risk management in complex mental health.
• Work towards an established set of monthly KPI’s around service provision, clinical practice, and leadership.
• Provide day-to-day leadership, mentoring and coaching to a multidisciplinary team of Counsellors, Peer Support Workers, and Mental Health Support Workers.
• Develop and empower employees to deliver high quality, client-centred and cost- effective services to achieve team and organisational goals.
• Oversee the daily operations of the Recovery Services: telephone calls, online chat, email enquiries, forum moderation and any other future services.
• Identify opportunities for incremental improvements of the CRM by working with internal and external stakeholders.
• In consultation with team members, ensure timesheets and other processes associated with payroll are completed according to the timelines. Create, maintain, and foster a safe and mentally healthy workplace.
• Maintain compliance in relation to information security standards and relevant compliance frameworks.
• Provide management oversight on Participant feedback, complaints, and incidents in line with SANE’s clinical governance framework
• Support the forums frontline team, as well as providing additional support to the Guided Service and Support Line.
What you bring:
• Tertiary qualification in psychology, social work, counselling, or another relevant field.
• Eligibility for membership with, or working towards full or provisional registration with, the appropriate professional body (AASW, AHPRA, PACFA, ACA).
• Minimum 4 years’ experience in a similar role as a Team Leader
• Previous Management experience
• Experience within the Mental Health industry previously
• Full Working Rights in Australia
Desirable:
• Individual or Carer experience of living with Complex Mental Health Concerns.
You will:
• Have experience with 1:1 managerial support / coaching for peers and counsellors
• Hold 1:1 managerial support for peers working on group and activity development
• Provide clinical oversight, risk management and safeguarding – The Service Lead will be the initial point of escalation for frontline staff and will be required to “listen in” to counselling / peer support telephone sessions to give clinical oversight and coaching / debriefing for frontline staff.
• Ensure data quality – Review case records, conduct quality audits and support remediation of records.
• Oversee practice documentation – assist in development, review and implementation of practice guidance for frontline staff.
• Be available to work three evening shifts per week 12pm-8pm to support our operations