[Hiring] Head of Centralised In-Shift Support @Scoop

Role Description

Are you an experienced operational leader who builds strong systems, supports teams through change, and leads with consistency - with a calm and practical approach to complex operational environments? Lifeline Direct is seeking a Head of Centralised In-Shift Support (CISS) to lead, strengthen, and future-proof its in-shift support function. In this senior leadership role, you will take hands-on operational responsibility for a national workforce providing real-time support to Crisis Supporters within a remote 24/7 service environment. You will coach and develop a small team of Team Leaders who each manage larger teams, and embed clear systems and expectations that support consistent, confident decision-making at all hours. The role is fully remote, based anywhere in Australia, though Lifeline Direct has offices in NSW and VIC if you prefer a physical workspace.

Key Objective

• To provide strong, calm, hands-on operational leadership of Lifeline Direct's Centralised In-Shift Support service - a national, 24/7 function.
• Ensuring high-quality, consistent in-shift support through well-designed governance, decision frameworks, workforce capability, and a strong focus on staff wellbeing and psychosocial safety.

Key Responsibilities

• Provide hands-on operational leadership and day-to-day management of the Centralised In-Shift Support (CISS) function.
• Lead the implementation and continuous improvement of a national, multi-channel in-shift support model, including leading teams through service change and transition.
• Strengthen and embed robust operational frameworks, escalation pathways, and decision-making authority that enable a 24/7 service to operate safely and effectively.
• Coach and mentor a small team of Team Leaders, building their capability to lead larger indirect teams with consistency and confidence.
• Support staff wellbeing and psychosocial safety within the function, working closely with Health and Safety Representatives (HSRs) through formal consultation processes.
• Work effectively within a unionised workforce, including consultation obligations, grievances, and performance matters.
• Use data and evidence to inform decision-making, prioritisation, and continuous improvement.
• Partner with internal and external stakeholders to ensure integrated, high-quality crisis support aligned with organisational priorities and contractual obligations.

Qualifications

• Demonstrated senior operational leadership experience within a complex service environment.
• Proven experience supporting staff wellbeing and psychosocial safety, including working with Health and Safety Representatives through formal consultation processes.
• Experience working within a unionised environment, including consultation obligations, grievances, and performance matters.
• Demonstrated ability to lead teams through service change and transition, embedding new operating models and ways of working.
• Strong people leadership capability, including coaching and developing team leaders who manage larger indirect teams, with resilience to sustain this across a demanding operating environment.

Requirements

• Experience leading teams within a 24/7 or shift-based service environment.
• Experience in a crisis, health, or human services environment (no clinical background required).
• Strong data and financial literacy, including the use of metrics to monitor performance and inform decisions.
• Knowledge of trauma-informed and psychologically safe workforce practices.

What You'll Bring

• A calm, confident, and grounded leadership style suited to complex and emotionally demanding environments.
• A systems-led approach that builds capability and confidence in team leaders, ensuring continuity and consistency across a 24/7 operation.
• A track record of supporting staff wellbeing and psychosocial safety, and navigating industrial and employee relations matters with sound judgement and resilience.
• Strong stakeholder engagement skills, with the ability to influence, align, and hold steady when required.

Benefits

• Nationally significant impact.
• Remote and flexible work.
• Supportive, purpose-led culture.
• Opportunity to help shape the future of crisis support in Australia.

In Return, We Offer

• Salary packaging benefits.
• A supportive and dynamic work environment.
• The satisfaction of being part of work that genuinely impacts the community.

How to Apply

Sound interesting? We'd love to hear from you. Applications close Sunday 26th July 2026. Candidates wishing to apply are encouraged to submit a current resume and a cover letter addressing the selection criteria.