PANDA (Perinatal Anxiety & Depression Australia) supports parents and families during pregnancy and throughout the first year of parenthood. We operate Australia's only National Perinatal Mental Health Helpline for individuals, their families, support people and health care professionals.

Seeking an experienced Contact Centre Manager looking to do meaningful work in the mental health space. Experience in health highly regarded but not essential.

About the Role

Reporting to the Chief Executive Officer (CEO), and the Quality & Practice Governance (Q&PG) Committee of the Board, this position is responsible for managing the national Helpline functions for PANDA.

The role includes a broad range of responsibilities suited to an individual with a flair for purpose lead people management and empowerment, along with a strong commitment to contract and performance management, risk management and user-focused service and systems improvement.

The role also requires someone with strong business acumen, who can take a whole-of-community, whole-of-service view, think strategically and be prepared to make recommendations that are thought through and defensible. Ensuring solid service planning, delivery, reporting and oversight, this role is responsible for delivery of PANDA’s helpline services operationally, while positioning our support to the community strategically.

The Perinatal Services Manager (Helpline) will be a passionate leader, who is technologically savvy and understands the importance of embedding the right service systems to meet the needs of parents and their supports.

Key Details

• Permanent role
• 4-5 days per week (30.4-38 hours)
• Work from home anywhere in Australia
• SCHADS Award Level 8 Base salary $120,338 (pro rata), + super
• Access to full charitable not for profit salary packaging
• Must have a current Working with Children Check for employment prior to commencement
• Must have full working rights in Australia and be willing to undergo National Police Check as part of the recruitment process

Key Selection Criteria

• 5-10 years senior/executive management experience with a proven track record as an authentic purpose driven leader.
• Tertiary qualifications 7+ years in mental health (peer or clinical) and/or related
• Health or service management industry.
• Experience implementing and working within a digital service delivery system.
• Experience developing services for the community and monitoring services and budgets in the not-for-profit sector.
• Strong communication skills and the ability to collaborate with multiple stakeholders.
• Demonstrated knowledge of statutory and legislative requirements applicable to a not-for-profit service provision entity.
• Very high-level computer and system technical skills including Microsoft 365 suite, Xero, Employment Hero and other related service and workforce management systems.
• A keen interest in perinatal mental health.
• Experience working in the NFP or health sector.
• Experience in collaboration and co-design practices.

Benefits and Perks  

• Generous Not for Profit Salary Packaging available   
• Portable Long Service Leave Benefits Scheme
• Flexible working arrangements
• Inclusive, supportive, friendly, and positive team culture
• Access to a range of Professional Development
• Access to Employee Assistance Program
• Working in a rich learning environment among experts in the field of perinatal mental health  

About PANDA (Perinatal Anxiety & Depression Australia)   

PANDA (Perinatal Anxiety & Depression Australia) supports parents and families during pregnancy and throughout the first year of parenthood. PANDA operates Australia’s only National Perinatal Mental Health Helpline for individuals, their families, support people and health care professionals.

Our phone and online services provide access to counselling and information to support mental health and wellbeing, informed by evidence and the expertise of people with lived experience.

PANDA recognises that becoming a parent is a time of profound change in personal identity, family dynamics and relationship to self, baby and others. Our free services play an important role in assisting people becoming and being parents and supporting those around them during this transition.

We support all families, especially those facing barriers to support including language, location, discrimination, and people managing complex and ongoing mental health conditions. All our work is delivered through quality clinical and peer practice, evidence, and the expertise of the lived experience community.  

How to apply  

Applications must include your resume, cover letter and responses to selection criteria. Please note, applications that do not include this will not be considered.

Equity and diversity are integral to PANDA and we are continually working towards attracting and retaining a diverse workforce that represents and supports the communities we serve. We encourage applications from Aboriginal and/or Torres Strait Islander descent, people of culturally and linguistically diverse backgrounds, fathers, young parents, people from regional and rural communities, people with disabilities, and people who identify as LGBTIQA+.