Service Design – Mental Health – Lifeline Australia

• Part-Time, 0.8 FTE opportunity
• 9-month contract
• Hybrid Work Arrangements – Sydney CBD Office and work from home
• Remuneration up to $170,000 annual package (full-time equivalent), to be pro-rata for the part-time hours.

About our client, Lifeline Australia

Beaumont People are excited to be parting with Lifeline Australia. Lifeline Australia is a leading national charity that enables the growth and delivery of suicide prevention and crisis support services across Australia through its member organisation network. This talented workforce of approximately 160 dedicated professionals includes project leads, fundraisers, technology experts, service and digital product designers, corporate services, and program staff, as well as a digital delivery team.

Lifeline Australia has recently embarked on an exciting transformation journey, guided by an ambitious strategic plan to grow services, and improve accessibility for the communities that they serve. As an organisation, Lifeline Australia promotes a positive, professional work environment that holds the needs of the help-seeker at the heart of its work.

About the role

We are seeking a dynamic and strategic Service Owner (Text & Chat) to join our team. This is a new role within Lifeline Australia and you will play a crucial part in laying the foundation for our service management practices.

As a Service Owner (Text & Chat), you will be responsible for the end-to-end management of our Text & Chat service; from documenting its design to overseeing its operationalisation. You will work closely with cross-functional teams to enhance service delivery, improve user experience, and drive continuous improvement.

Other responsibilities include:

• Product Strategy and Planning: Help to develop and implement the product strategy for text and chat services, ensuring alignment with organisational objectives and consumer needs.
• Service Design and Development: Oversee the design, development, and enhancement of these services, ensuring they are user-friendly, accessible, and effective. Continuously assess and improve the user experience, incorporating feedback from consumers and staff to enhance service quality.
• Service Governance: Design service and clinical governance activities to ensure that the day-to-day meet performance targets and deliver high-quality support.
• Risk Management: Identify and mitigate risks associated with the services, ensuring compliance with relevant regulations and standards.
• Performance Monitoring: Monitor and analyse service performance data, using metrics and KPIs to drive improvements and ensure accountability. Monitor and report on service performance, using metrics and KPIs to drive improvements and ensure accountability.

About you

We are looking for a trailblazer with the experience and expertise to help us build something better.

We are seeking someone with natural leadership abilities who has a passion for all things service design, quality, risk and continuous improvement. You will have:

• Proven experience in service management, product management or a similar role; preferably in crisis, mental health or healthcare settings.
• Bachelor’s degree in Business, Psychology, or a related field.
• Strong understanding of service design, human-centred design and user experience principles.
• Experience working with subcontractors or third-party vendors.

You are a change catalyst and are adept at implementing organisational-wide change management strategies to support new processes.

Your interpersonal and communication skills are top-notch, and you have a well-developed understanding of IT systems, including document management systems, databases, and data analysis.

What’s in it for you?

• Perks: Competitive salary and incentive package, flexible working arrangements, monthly performance-based incentives, paid parental leave and more.
• Tax-free benefits: Up to $15,900 of your income tax-free through salary packaging
• Growth and Development Opportunities: Access to continuous learning and development to help you reach your full potential.
• Purposeful work: Use your skills and experience to make a meaningful difference.
• Contract Part-time position: Enjoy flexibility in your role.
• Dynamic Work Culture: A vibrant and open-door approach where ideas are valued, and individual contributions are recognised.
• Variety and Challenge: No two days are alike in this role, providing opportunities to tackle a diverse range of challenges and apply your expertise in fresh and exciting ways.

This role is to commence as soon as we have the right person! To be considered for this position please Apply Now with your resume.

If you have any further questions, please contact Kaitlin at [email protected], using the subject line: Service Design – Mental Health – Lifeline Australia enquiry via EthicalJobs.

Beaumont People is exclusively partnering with Lifeline Australia on this recruitment, so please send all enquiries to the above email. There is no closing date for this role, please apply as soon as possible as all applications will be reviewed as they are received.

At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities. We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.