Service Lead, Forums – Melbourne / Sydney

• Competitive salary based on experience with attractive Not- For- Profit Salary Packaging.
• Hybrid workplace with modern office spaces in Melbourne and Sydney (2 days in the office/3 remote).
• Opportunity to make a positive impact on people and their families affected by complex mental health issues.

SANE is the leading national mental health organisation for people with persistent, recurring or complex mental health issues and trauma.

We provide a range of free digital and telehealth services to support them and their families. Led by the voices of its community, SANE drives change to improve the lives of those living with complex mental health issues and to end stigma and discrimination. SANE is a leader in innovation, and our services continue to evolve in response to co-design and feedback from participants and members of our communities. To be successful in a role at SANE requires resilience, adaptability and open-mindedness.

We are 120 people with 60 volunteers, we are purpose driven, values aligned, passionate and engaged.

The Role

The Forums Service Lead is responsible for maintaining and enhancing the safety and effectiveness of SANE’s online forums. The role has three key functions: (1) to train front-line staff and third-party providers in moderation techniques and incident resolution within the forums, ensuring support is consistent with community guidelines and the forums scope of practice; (2) identify and implement support plans for forum members with high needs, facilitating referrals to other services if necessary within SANE’s unified stepped care service model; and (3) regularly monitor effectiveness of the service, compliance with agreed funder KPIs and digital mental health standards.

In this role you will be responsible for:

• Overseeing front-line staff who actively monitor forum discussions to ensure they are consistent with community guidelines
• Collaborating with front-line staff to proactively identify and plan support for forum members who may require higher-intensity care due to their mental health needs
• Ensuring community guidelines are enforced consistently, taking appropriate actions such as removing or editing content that violates guidelines, communicating with members about actions taken
• Ensuring crisis intervention strategies are implemented when immediate risks are identified, including escalating to appropriate emergency services or mental health support providers in accordance with established protocols
• Developing and delivering moderation training programs for both internal staff and third-party contractors, balancing community engagement and risk management best practices for online forums
• Managing contracts with third-party providers for forum moderation
• Regularly analysing community engagement metrics, incident resolution times and member feedback to inform continuous improvement efforts
• Participating in a rotating on-call roster to address escalated incidents outside of standard business hours, ensuring continuous support and safety across the forums. This includes availability for some weekends and shifts extending until 10pm.
• Providing expert guidance and intervention for high-risk or complex situations that arise during on-call shifts, utilising advanced clinical judgment and crisis intervention skills to manage incidents effectively.

About you

Experience:

• Tertiary qualification in psychology, social work, counselling, or another relevant field.
• Membership or provisional registration with, the appropriate professional body (AASW, AHPRA, PACFA, ACA).
• Minimum 4 years post-qualification supervised practice
• Minimum 3 years’ experience in a similar leadership role
• Experience within the Mental Health sector

Desirable:

• Experience working in telehealth or a digital mental health service

Skills

• Experience in online community moderation, especially within mental health or supportive communities
• Demonstrated ability to develop and deliver training programs to moderators or similar roles
• Experience in managing third-party service providers and collaborating with cross-functional teams
• Proficiency in crisis intervention and applying trauma-informed practices within digital communities
• Excellent interpersonal skills and communication, both written and verbal
• Strong analytical skills with the ability to use data to inform decisions and strategies
• Ability to work independently and adaptively in a fast-paced, evolving online environment

What we offer

• Generous not-for-profit salary packaging options.
• Employee Assistance Program.
• Additional days pro-rata of paid Reflection Leave per year.
• Opportunity to assist Australians affected by complex mental issues.
• Flexible working – hybrid ways of working with a minimum two days per week.

Please note: All SANE employees are required to complete safeguarding checks including a National Police Check and Working with Children Check.

Interested?

Applications will be reviewed as they come in so, please Apply Now!

SANE is an equal opportunity employer and prides itself on our diverse and inclusive workforce. We are committed to providing a safe, culturally appropriate, inclusive environment for all people, regardless of their ethnicity, faith, disability, sexuality, or gender identity.

We encourage applicants of all backgrounds, including people with lived experience of complex mental health, Aboriginal and Torres Strait Islander people, people with disabilities, people from CALD and LGBTQIA+ communities, and people of all ages to apply for our roles.

Please reach out if you require reasonable adjustments throughout the recruitment and selection process.