NGO Recruitment’s NFP Hiring insights and salary snapshot 2022

Head of Department - Telehealth Service Delivery

Organisation Name Blue Knot Foundation
Location Sydney
Date Posted 2023-03-09
Job Type Full-Time
Job Number 1028597
  • Newly created opportunity to lead and refine telehealth services.
  • Work with leaders to empower survivors of complex childhood trauma.
  • North Sydney Location, flexible hybrid role.


The Organisation

Blue Knot Foundation’s core mission is to empower adult survivors of complex trauma. They offer a range of important services including the Blue Knot helpline, trauma informed case management to support applicants to the National Redress Scheme, National Counselling and Referral Service (NCRS) for people with disability and trauma experiences, educational workshops, professional development training, supervision, consultancy and other services.
Blue Knot Foundation is committed to enabling people affected by complex trauma to live satisfying and meaningful lives, and to feel connected with their communities.

Benefits & Culture
  • Passionate and collaborative team culture
  • Commitment to continuous learning and development
  • Generous salary packaging provisions

The Role
Reporting to the President, this newly created role is responsible for leading, fine-tuning and integrating Blue Knot’s telehealth services which deliver specialist complex trauma counselling, information, and referral services.
You will be accountable for managing the successful delivery and continual improvement of integrated responsive safe and quality services by all team members which best meet the needs of callers. Informed by complex trauma best practice principles, this role will refine and embed operational frameworks, systems and processes to optimally meet governance, compliance, safety and quality digital mental health standards and funding KPI’s alongside the wellbeing of team members. The alignment of systems and processes across the different telehealth streams, where operationally viable, will be key.
This role will encompass change management processes with operational leadership alongside the motivational coaching and influence of staff to enable change via a trauma-informed lens.

 Additionally, you will:
  • Review responsibilities within delivery streams and recommend approaches to support team cohesion and responsive service delivery.
  • Develop and embed operational frameworks and service specific practices and protocols.
  • Motivate, coach and mentor team members to build capability and drive collaboration.

Skills Required
We are looking for an experienced people manager who has demonstrated success working within an operational service delivery management role within telehealth services and/or the mental health sector. You will possess a strong background in the project management of organisational change initiatives and process improvement. You will have experience with data-driven decision making and reporting frameworks, but also have strong relational skills.
You will be a hands-on manager and leader, with experience including the coaching, mentoring, and training of your team.
A tertiary degree in psychology, social work, or counselling is desirable as is an understanding of trauma-informed / and or disability-informed telephone counselling.

If you are a people leader who possesses the qualifications, experience, and expertise to manage this important service and team, then apply now by sending your resume and cover letter addressing the skills required. Alternatively, please call Hayley Martin at NGO Recruitment on (02) 82430570 to discuss your interest.

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.

Please be advised you can upload two attachments, including your resume and covering letter when submitting your application.