Head of Knowledge & Quality – Lifeline Australia

• Full-time, permanent opportunity
• Office based in Sydney CBD, with Hybrid Working Arrangement
• Offering Competitive Remuneration; Salary Packaging benefits; Parental Leave and access to EAP services

About the Organisation

Beaumont People are proud to be partnering with Lifeline Australia. Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion, and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.

In this role you will lead the Knowledge and Quality team and oversee the development of and adherence to the service governance framework, serving as the driving force behind Lifeline Australia’s commitment to excellence in crisis support services.

The team governs over service quality, develops service policy, manages the organisation’s service knowledge, acts as the centre of excellence for crisis support services, manages complaints, and ensures service compliance with standards and legislation through remediation activities. You will also:

Service Quality

• Oversee the development and deployment of a service governance framework (inclusive of clinical governance) and policies and ensure teams across Lifeline Australia adhere to and apply them in the design and delivery of services.
• Oversee the monitoring of service quality through assessment of services, member feedback and complaints. Ensure that an improvements pipeline for teams across SDE is identified as a result.
• Direct the creation and execution of a continuous improvement framework that leverages qualitative feedback for alignment with organisational objectives.
• Define the organisation’s services and their key characteristics, such as their purpose, target audience, and value proposition.

Knowledge Management and Crisis Support

• Facilitate maintenance of a single source of truth for information and ensures service guides and artefacts are up to date and continuously improved.
• Ensure that the Centre of Excellence for crisis support services provides thought leadership on contemporary crisis support practices, provides timely and quality support for In-Shift Supporters and advice to other teams.
• Leads in the practical and effective application of contemporary and evolving research and evidence, to facilitate the provision of high-quality services that are responsive to the needs of those seeking help.

Complaints Management and Compliance

• Ensure help seeker and community complaints are addressed appropriately and in a timely manner.
• Oversee the organisation’s compliance with Digital Mental Health Standards, ASQA and other standards through remediation activities.

Strategic Leadership

• Set the vision and strategy for the team and contribute to delivery of Lifeline Australia’s strategic direction, including through appropriate planning and resourcing.
• Drive continuous improvement of team’s operations and suggest service and technology improvements to other teams within SDE.
• Cultivate the desired culture and provide effective leadership to the team and individuals within the Service Excellence team.
• Foster collaborative relationships and effective ways of working with other SDE and Lifeline Australia teams.

Essential Criteria:

To succeed in the role, you will be an experienced leader, with a strong professional background across mental health and service delivery. You will also have:

• Bachelor’s degree in relevant field – Psychology, Social Work, Counselling or similar.
• Extensive knowledge and professional experience across mental health, governing service quality and standards, and remediating service quality issues.
• A supportive, open, and transparent leadership style, to inspire teams and cultivate a positive culture.
• Ability to foster relationships across teams, as well as engage effectively with internal and external stakeholders, with an emphasis on the ability to lead, negotiate and influence through effective communication.
• A growth mindset and ability to embrace continuous learning.
• An understanding on how to lead a team through change, particularly in the implementation of service improvements and transitions.

Other essentials:

• Working Rights in Australia
• Criminal Record Check will be conducted.

Benefits:

• Salary Packaging – access to some amazing tax savings through salary packaging
• Paid Parental Leave – 14 weeks paid parental leave.
• Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and e-learning module.
• Flexible working – we provide flexibility and support to all employees and encourage work-life balance
• Employee Assistance Program – access to free counselling sessions for you and your family
• Beautiful office facilities in central location – including shower facilities

How to Apply

Join us in making a difference and be part of Lifeline Australia’s mission to save lives and provide hope to those in need. 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: Head of Knowledge & Quality – 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.