Helpline Services Manager
$142,459–$142,459 year
RemoteAustralia
Job Summary
Lead the day-to-day operation of a national digital helpline service, ensuring it remains safe, responsive, and aligned with the Model of Care and Lived Experience Framework. Build and support a multidisciplinary workforce of clinical, peer, and volunteer practitioners while managing workforce planning, forecasting, and service capacity. Strengthen practice quality, governance, and safe service delivery by using service data and quality findings to drive continuous improvement. Support operational responses to complex presentations, escalations, and critical incidents, and partner across the organisation to improve systems and service performance. Represent Service Delivery in organisational projects, committees, and sector partnerships to influence how care is delivered to families across Australia.
Required Qualifications
- Significant operational or service leadership experience within mental health, health, community services or a related sector
- Tertiary qualifications
- At least seven years' experience in mental health, psychology, counselling, social work, peer work, health, leadership or a related discipline
- Demonstrated experience leading multidisciplinary teams
- Strong workforce planning, operational management and service delivery capability
- Experience leading quality improvement and managing risk within service environments
- Experience using service performance data to inform operational decisions
- Strong stakeholder engagement and relationship-building skills
- Experience working within digital service environments and using reporting systems
- Experience contributing to contract performance, service planning or operational reporting
- Strong alignment with PANDA's values
- Reliable internet connection with minimum speeds of 100 Mbps download and 20 Mbps upload
Desired Qualifications
- Experience in perinatal mental health, crisis support or digital mental health services
- Experience working within the not-for-profit sector
- Experience supporting lived experience practice, co-design or service innovation
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