Support Line Specialist - 12 mth Fixed Term Contract - Leaving Violence Program

Transform Digital Healthcare with Telstra Health

At Telstra Health, we're shaping the future of healthcare with connected solutions that make care safer, faster, and more seamless. From hospitals and clinics to aged care and community programs, our technology empowers teams to deliver better care—wherever it's needed.

Trusted across programs like 1800RESPECT, the Leaving Violence Program, and the National Cancer Screening Register, we connect care in ways that truly make a difference.

We're currently seeking expressions of interest for an upcoming 12 month fixed term contract as a Support Line Specialist within the Leaving Violence Program. If you're passionate about supporting victim survivors and making a meaningful difference, we'd love to hear from you. Apply now!

About the Leaving Violence Program

The Leaving Violence Program provides financial and other support to help individuals who have left, or are leaving, a partner who uses violence, delivered in a trauma-informed, person-centred way on behalf of the Australian Government. Join us to do meaningful work where purpose, innovation and real-world impact come together every day.

About the role

As the Support Line Specialist, you will provide trauma-informed guidance, mentoring, and operational support to practitioners responding to individuals impacted by family, domestic, and sexual violence. You will be the point of real-time support for our frontline practitioners, offering expert advice on risk assessment, safety planning, and service responses.

Importantly, you will also foster a culture of reflective practice by mentoring staff, facilitating learning conversations, and guiding practitioners through complex and high-risk cases.  If you are calm under pressure, an agile thinker, and bring strong family violence experience with a passion for supporting and developing others, we encourage you to apply.

What you'll be doing

Practitioner Support & Mentoring

• 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.

Real-Time Guidance

• 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.

Case Review & Approvals

• 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.

High-Risk Case Support

• 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.

About you

To succeed in this role, you will need to meet the following:

Qualifications

• 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).

Membership

• 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)

Checks

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

• Completion of a National Police Check .

• Verification of the right to work in Australia.

• Qualification verification. If qualifications were obtained overseas, formal verification within Australia by PBR (Professional Bodies Recognition) is required.

Experience

• 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.

Skills

• 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.

Perks & Benefits

• Free Telstra mobile & plan (eligible employees only)

• 25% off Telstra products & services

• 16 weeks paid gender-equal parental leave + extra leave options

• Career breaks, study support & ongoing learning programs

• Free 24/7 professional support for you & your family

• Employee rewards program: discounts on shopping, gyms, movies, health insurance & more

We're committed to inclusion. Aboriginal and Torres Strait Islander people, individuals from all backgrounds, and those living with or caring for someone with a disability are encouraged to apply. Even if you don't tick every box, we want to hear from you.

We're a Circle Back Initiative Employer—you'll get a response for every application.

Apply today with your expression of interest to join a team that's making a real difference in healthcare.