Support Line Specialist | 12 Month Fixed Term - Leaving Violence Program

• Provide calm and immediate guidance to practitioners, ensuring their responses are trauma-informed, culturally responsive, and centred on victim-survivor safety and wellbeing.

• Mentor staff through reflective conversations, supporting professional growth, confidence, and capability in responding to complex cases.

• Encourage learning and reflective practice across the team, helping practitioners build resilience and share best practice approaches.

• Support practitioners in navigating high-risk calls, including risk assessment, safety planning, and referral pathways.

Provide clear decision-making support to practitioners in moments of complexity or crisis.

• Ensure consistent application of trauma-informed, survivor-centred frameworks across service delivery.

• Review and approve financial support packages, referrals, and escalated cases to ensure best-practice service standards.

• Guide staff through appeals, escalations, and complex case decisions.

• Monitor service delivery to identify risks, provide advice, and ensure accurate case management.

• Provide immediate guidance on mandatory reporting obligations and escalation protocols.

• Debrief and support practitioners following critical incidents or emotionally complex client interactions.

• Model calm, professional, and trauma-informed practice during high-pressure scenarios.

• Bachelor’s degree in Social Work, Psychology, Counselling, Mental Health, or a related field.

• Postgraduate qualification in Social Work, Psychology, or Counselling/Psychotherapy (or equivalent).

• Registration or accreditation with at least one of the following:

• Australian Counselling Association (ACA)

• Australian Association of Social Workers (AASW)

• Psychotherapy and Counselling Federation of Australia (PACFA)

• Australian Health Practitioner Regulation Agency (AHPRA)

• Australian Community Workers Association. (ACWA)

• Current Working with Children Clearance (or ability to obtain before commencing).

• Completion of a National Police Check (or ability to obtain before commencing).

• Verification of the right to work in Australia. If qualifications were obtained overseas, formal verification within Australia by PBR (Professional Bodies Recognition) is required.

• Minimum 4 years’ experience in FDSV services, including direct client support and safety planning.

• At least 1 year in people management or operational coordination (e.g. real-time monitoring, quality assurance, complaints handling).

• Strong knowledge of trauma-informed care, risk assessment, and safety planning for high-risk cases.

• Ability to stay calm under pressure.

• Agile and adaptive problem-solver.

• Strong expertise in FDSV response.

• Supportive mentor with reflective practice.

• Skilled in building resilience, learning, and trauma-informed practice.

• Free Telstra mobile & plan (eligible employees only).

• 25% off Telstra products & services.

• 16 weeks paid gender-equal parental leave, plus additional leave options.

• Career breaks, study support and ongoing learning opportunities.

• Free 24/7 professional support for you and your family.

• Employee rewards program with discounts on shopping, gyms, movies, health insurance and more.

We're committed to creating an inclusive workplace where everyone feels valued, respected and supported. We encourage applications from Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, LGBTQIA+ communities and people with diverse lived experiences. We're a Circle Back Initiative Employer—you'll get a response for every application. Apply today to join a team that's making a real difference in healthcare. Originally posted on Himalayas