Team Leader - Helpline Services

About Blue Knot Foundation

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 provides other externally focused support services that include educational workshops, professional development training, supervision and consultancy.
  

Benefits & Culture

• Join a purpose-led, trauma-informed organisation driven by strong values and a commitment to national best-practice in complex trauma services
• Enjoy a supportive, flexible, and fully remote work environment that prioritises staff wellbeing
• Receive SCHADS Level 7.1 remuneration along with access to high-quality clinical supervision and professional development
• Be equipped with the necessary technology and support to maintain a safe and ergonomic home workspace
• Contribute meaningfully to a team making a real difference in the lives of people impacted by complex trauma

About the role

As a Helpline Team Leader you will support a remote team of Helpline Counsellors who provide short-term, trauma-informed telehealth counselling to adult survivors of complex trauma experiencing mental health challenges.  You will work closely with the Helpline Service Delivery Manager and a peer Team Leader to ensure effective efficient service delivery via phone, webchat, and email, for a service that operates during business hours seven days a week, 365 days a year.
  
The Team Leader is responsible for day-to-day people management, internal supervision, service coordination and ensuring alignment with clinical governance frameworks and the National Safety and Quality Mental Health Standards. You’ll foster team cohesion and wellbeing, support the delivery of consistency of team-based complex trauma best practice responses, and play a key role in compliance, incident and risk management, daily workflows and continuous quality improvement.
  
This full-time role includes on-call responsibilities shared on a rotating basis across weekends and public holidays, and while primarily remote, will require occasional travel to Lavendar Bay for team meetings.
  

Experience and skills required

You are a collaborative and trauma-informed clinical and people leader who thrives in a dynamic, people-centred environment. With strong interpersonal people and operational management skills, you can effectively support team performance balanced with wellbeing within fast-paced emotionally challenging contexts and enable safe, high-quality service delivery which best meet the needs of service users.

You will bring:

• At least 3–5 years of clinical experience in trauma-informed mental health settings, ideally working with complex trauma clients
• Tertiary qualification in Psychology, Social Work, Counselling (or equivalent), plus non-provisional registration with a relevant professional regulatory body
• Leadership experience, including decision-making, operational and professional supervision, and mentoring of clinical teams in complex trauma or mental health contexts
• Proven capability in people management of a remote workforce, including feedback, performance, wellbeing and growth
• Experience managing real-time service demand, daily workflows, rosters, and compliance with clinical and quality standards
• Excellent communication, collaboration, and problem-solving skills
• Competence using digital tools such as Microsoft Office and service user databases (Salesforce experience highly desirable)

  
If you are a compassionate and capable leader who shares the vision of healing, hope and growth for people impacted by complex trauma, we would love for you to apply.

To apply, please 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.