Head of Telehealth Services

About the Organisation 

Blue Knot Foundation is Australia’s national centre of excellence for complex trauma. For 30 years, Blue Knot has supported adult survivors of complex trauma, championed trauma-informed practice, influenced policy reform, and strengthened capability across health, community and human services. Through specialised Telehealth counselling, information and referral services, education, training, advocacy and organisational capacity-building, Blue Knot works to ensure people impacted by complex trauma to feel safe, supported and empowered on their healing journey. 
  

Benefits & Culture 

• Salary packaging and wellbeing initiatives within a purpose-led organisation 
• Supportive, collaborative leadership team that values professional integrity 
• Flexible, home-based role with opportunities to contribute nationally 
• A values-led culture grounded in hope, integrity, change and trauma-informed principles 

About the Role 

This is a senior leadership role responsible for the strategic direction, service excellence and operational performance of all Blue Knot Telehealth services. Reporting to the President and serving as a key member of the senior leadership team, you will lead the strategic and operational direction of counselling, information and referral services. 
  
Leading a 26-person workforce across multiple funding streams and teams in a dynamic, high-acuity environment, you will ensure the delivery of safe, high-quality, trauma-informed telehealth services and that all Telehealth services meet NSQDMHS accreditation requirements. The role focuses on strengthening governance, capability, refining service frameworks and embedding systems to support reflective practice, clear decision-making and continuous improvement.  
  
You will also: 

• Build trust through a relationship-centred leadership approach, taking time to understand existing services, histories and team strengths through humility and curiosity
• Collaborate with leaders to enhance what already works well while improving consistency, efficiency and service user outcomes ensuring direction, decision-making and communication are clear and consistent
• Implement new Telehealth services, ensuring robust design, recruitment, workflow development, operational readiness and safe integration Oversee risk management, incidents, complaints and information requests with strong alignment to escalation protocols 
• Develop and embed governance, operational and workflow frameworks to strengthen efficiency, clarity, performance and wellbeing
• Maintain oversight of budgets, resources, technology and data systems to ensure effective service delivery
• Build strong internal and external relationships, enhancing sector partnerships and representing Blue Knot in relevant forums
• Ensure alignment with the broader organisational strategy, programs and plans

Skills and Experience Required 

You are an experienced senior leader with a deep understanding of trauma-informed service delivery, ideally gained within Telehealth or comparable sensitive clinical environments. You bring maturity, humility and clarity to your leadership, combined with the ability to build trust quickly and work collaboratively across diverse teams. 
  
You will bring a balance of strategic insight, complex trauma best practice and practical operational capability, with the confidence to navigate complex systems, manage risk and lead teams through high-acuity environments. You uphold reflective, data-informed decision-making and bring clarity, calmness, consideration and consistency to your leadership considering both service user needs and frontline realities. 
  
You also have: 

• Tertiary qualifications in counselling, psychology or social work
• Significant senior experience in clinical or service leadership
• Ability to guide teams through change while maintaining safety, quality, culture and clarity 
• Experience establishing new services, driving organisational change and leading continuous improvement 
• Deep understanding of clinical governance, risk, compliance and NSQDMHS or equivalent standards  
• Strong capability across technology-enabled service delivery, including Microsoft 365 and CRM systems such as Salesforce

Applicants must live within NSW, QLD or VIC to be considered for this role, and have ability to travel to Sydney for ad-hoc meetings. 


If you are a grounded, relational, purpose-driven leader with a trauma-informed approach and a commitment to shaping the future of complex trauma Telehealth services nationally, we encourage you to apply. To apply, click the apply now button and include a cover letter and resume outlining how your experience aligns with the role. For further information, to receive an information pack or a confidential discussion, contact Kelly Gentle at NGO Recruitment on (02) 8243 0570. 

Please note there is no formal closing date for this role, if you are interested, we would encourage you to apply as soon as possible. 

NGO Recruitment values equitable recruitment practices and is committed to representing candidates reflective of the diverse organisations and communities we work with. We welcome and encourage applications from all backgrounds, ages, and identities, and are happy to adjust our recruitment process to support accessibility needs. If you are interested in this position and have most of the skills or experience we are looking for, please go ahead and apply.