Helpline Manager

The Organisation

The Blue Knot Foundation is the National Centre of Excellence for Complex Trauma, advocating and providing support to those who have experiences, and those who support them personally and professionally. The Foundation’s core mission is to empower adult survivors by offering a range of critical services that include:

• The Blue Knot Helpline, which provides trauma-informed Telehealth counselling, information, and referrals to support adult survivors of complex trauma mostly from childhood experiencing the mental health impacts of their trauma, as well as their supporters and professionals.
• The Redress Support Service which offers free, independent, and confidential telephone support for people engaging with the National Redress Scheme, helping survivors navigate the application process and achieve redress.

Blue Knot also provide other externally focused support services that include educational workshops, professional development training, supervision and consultancy.


Benefits & Culture

• Senior Leadership and flexible hybrid role
• Passionate and collaborative team culture
• Generous salary packaging provisions
• Commitment to continuous learning and development

  
The Role

This role leads the national Blue Knot Helpline service in delivering short-term team-based trauma-informed counselling, psychoeducation, and referrals to optimally meet the needs of service users. The service is delivered by phone, webchat and email referral support to adults experiencing the mental health impacts of complex trauma, primarily from childhood, as well as those inquiring about the National Redress Scheme.
  
You’re accountable for the operational and service delivery outcomes of the Helpline service. Responsibilities include day-to-day operational, resourcing and process efficiency, clinical best practice excellence, governance, safety and quality outcomes, individual and whole of team performance, capability development and wellbeing, and ongoing compliance with the National Safety and Quality Digital Mental Health Standards. Reporting to the Head of Telehealth Service Delivery, the role provides leadership to and ensures the accountability of the senior counsellors, drives service innovation, and fosters a high performance, ethical values-driven culture aligned with Blue Knot’s trauma-informed principles and code of conduct.
  
This is a full-time role across Monday to Friday noting 7-day service schedule and therefore willingness to be on call during weekends and public holidays. The role is remote with attendance as required in a location based on business needs. Police Check and Working with Children Check clearances maintained for duration of employment, with a safe dedicated WH&S compliant home workspace with reliable internet.


Skills Required
  
You’re able to demonstrate leadership in telehealth and ideally in remote data-driven service reporting and delivery, clinical governance and compliance. Your clinical experience is in a therapeutic setting and with complex trauma clients. You have tertiary qualifications in clinical psychology, social work, or counselling, including current registration or membership.
  
You’re a motivational and seasoned people leader with decision-making, ethical frame, communication, and coaching skills. You also have the following capabilities:

• Ability to readily adapt and stay grounded in a dynamic high paced environment.
• Data-literate, outcomes-focused, and confident leading change.
• Resilient, collaborative, and committed to continuous improvement and innovation.
• Strong alignment with Blue Knot’s trauma-informed principles, values and ethical framework including related to diversity and inclusion, and cultural safety.
• Adaptability and flexibility in performing reasonable adjustments to the role.

The Foundation is a trauma-informed organisation, and it is important that behaviours, attitudes and approaches of all employees are consistently underpinned by the organisation’s values, code of conduct and trauma-informed principles.


If you are interested in this opportunity and possess the listed skills, qualifications and experience, please apply now by submitting your resume and cover letter addressing the skills required above. Alternatively, please call Kelly Gentle at NGO Recruitment in Sydney on (02) 8243 0570 to have an information pack emailed to you.

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.