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Quality Assurance Specialist

On the Line Australia

About On the Line

On the Line is a professional social health organisation that provides counselling support anywhere and anytime.

We are experts in men's mental health, anger management, family violence (using and experiencing), healthy relationships, integrated wellbeing, mental health, chronic health conditions, problematic drug and alcohol abuse, suicide and trauma-informed practice for anyone affected by suicide.

With over 60 years of experience delivering mental health services to the community via Federal and State Government funding, corporate and community partners, On the Line is a national provider to some of Australia's most vital and trusted services, including MensLine Australia, Suicide Call Back Service and SuicideLine Victoria.

The Opportunity

The Quality Assurance Specialist will have a solid understanding of all services at On the Line. Build and maintain strong working relationships with Service Centre Team to ensure high-quality counselling is delivered.

About the role

Successful candidates will need to:

  • Undertake call and chat quality reviews to explore knowledge and skill capabilities, understanding and opportunities for improvement
  • Provide feedback and support outcomes with relevant stakeholders
  • Maintaining cross-functional relationships across On the Line to have a strong understanding of the organisation
  • A coaching based mindset in working counsellors in performance improvement
  • Be a proactive team player to be focused on continued support and improvement
  • Champion practice excellence through quality monitoring
  • Have continued awareness of the interaction between client and counsellor
  • Build and maintain practice knowledge in a library
  • Support counsellors

Qualifications and Experience

  • Tertiary qualification (minimum Bachelor) in Psychology, Social Work, Mental Health Nursing or Counselling or equivalent experience
  • Knowledge of and experience in men’s social health, crisis counselling, suicide prevention, relationship counselling, child abuse and family violence issues
  • Extensive clinical supervision experience, both individual and group
  • Demonstrated experience in clinical risk governance
  • Leadership and program management experience
  • Demonstrated ability to apply counselling approaches to social health issues and needs
  • Demonstrated ability to conceptualise, design, implement and review effective systems for clinical quality assurance
  • Demonstrated experience in providing clinical guidance to staff using clinical guidelines and a current evidence base to inform clinical decision-making
  • Demonstrated team building and leadership skills and the capacity to work effectively with a diverse range of people
  • Well-developed project management skills and attention to detail
  • Current Working with Children Check (or willing to apply for one before commencement)
  • Willing to complete and present a cleared National Police Check (before commencement)

Working at Home Requirements

Depending on Victorian Government directives, this role will include working at our office and at home. There are minimum setup requirements for you to adequately perform in this role when working at home, including:

  • A safe and quiet workspace
  • Stable and consistent internet connection
  • You have strong IT skills and proficiency in telephony-based systems where you are comfortable navigating software, typing and talking at the same time

Salary and benefits

  • Salary packaging options to boost your take-home pay
  • Join a newly formed team and make a difference to the community
  • Balance of working from home shifts and the office (depending on Vic Gov directives)

Position Description

Please find a position description via this link

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