Job Title

Excellent salary packaging benefits availableLifeline Direct (LLD) is a wholly-owned subsidiary of Lifeline Australia. LLD focuses on supporting the development and ongoing implementation of suicide prevention and community wellbeing programs in the regions which we operate while looking for opportunities to grow Lifeline''s services in geographical areas where they do not currently exist.LLD encompasses Lifeline Centres in Hunter region, Central Coast, Eastern Suburbs-Bondi, New England North West, Northern NSW, Geelong and South West Victoria, Northern and Western Melbourne and Central Australia. Our specialised and targeted services operate nationally via a telehealth model.Are you a values-driven, decisive leader passionate about crisis care, team wellbeing, and service excellence?Lifeline Direct is seeking a Head of Centralised In-Shift Support (CISS) to lead, strengthen, and future-proof its in-shift support function. In this senior leadership role, you will oversee a national workforce providing real-time support to Crisis Supporters within a remote 24/7 service environment. The role is fully remote, based anywhere in Australia, though Lifeline Direct has offices in NSW and VIC if you prefer a physical workspace. You will need to take handson operational responsibility for service delivery, mentor and develop leaders, and embed clear systems and expectations that support consistent, highquality decisionmaking at all hours. Your work will directly support Lifeline''s mission to ensure no one faces their darkest moment alone.Key ObjectiveTo provide strong, clear leadership of Lifeline Direct''s Centralised In-Shift Support service - a national, 24/7 function - ensuring highquality, consistent inshift support through handson operational management, welldesigned governance, decision frameworks, and workforce capability. The role focuses on building sustainable, datainformed systems that support service quality, staff wellbeing, and operational readiness across all hours of operation.Key ResponsibilitiesProvide strategic leadership and handson operational management of the Centralised InShift Support (CISS) function.Lead the future design and implementation of a national, multichannel inshift support model.Strengthen and embed robust operational frameworks, escalation pathways, and decisionmaking authority that enable a 24/7 service to operate safely and effectively without reliance on senior leader availability.Set clear expectations and drive performance, development, wellbeing, and succession planning across a fully remote workforce.Use data, evidence, and livedexperience insights to inform decisionmaking, prioritisation, and continuous improvement.Navigate diverse perspectives and lead teams through complexity and change with clarity, consistency, and purpose.Partner with internal and external stakeholders to ensure integrated, highquality crisis support aligned with organisational priorities and contractual obligations.EssentialDemonstrated senior leadership experience within crisis, health, or human services.Proven experience leading highperforming teams within complex, 24/7 or shiftbased service environments, with a strong focus on systems, delegation, and decision clarity.Strong capability in leading change, including setting direction, maintaining momentum, and embedding new ways of working.Highly developed emotional intelligence, with the ability to support staff wellbeing while maintaining performance and service standards.Strategic and analytical mindset, with confidence using data to assess service quality and drive improvement.DesirableExperience supporting voice and digital crisis channels (e.g. text or chat).Knowledge of traumainformed and psychologically safe workforce practices.Strong data and financial literacy, including the use of metrics to monitor performance and inform decisions.What you''ll bringA calm, confident, and grounded leadership style suited to complex and emotionally demanding environments.A systemsled approach that builds capability and confidence in team leaders, ensuring continuity and consistency across a 24/7 operation.A track record of translating strategy into clear, practical action.Strong stakeholder engagement skills, with the ability to influence, align, and hold steady when required.Why join us?Nationally significant impactRemote and flexible workSupportive, purposeled cultureOpportunity to help shape the future of crisis support in AustraliaIn return, we offerSalary packaging benefitsA supportive and dynamic work environmentThe satisfaction of being part of work that genuinely impacts the communitySound interesting? We''d love to hear from you. Applications close Sunday 15 February 2026.Candidates wishing to apply are encouraged to submit a current resume and a cover letter addressing the selection criteria. #J-18808-Ljbffr