Helpline Services Manager
Core
Lead the day-to-day operation of a national digital mental health helpline service, ensuring safety, responsiveness, and high-quality care for callers.
Role type
Senior operational leader (Helpline Services Manager)
Builds
National digital helpline service
Domain
Mental health / Community services
Required skills
Operational leadership, workforce planning, service delivery management, risk management, quality improvement, data-driven decision making, stakeholder engagement, digital service environment experience
Preferred skills
Perinatal mental health experience, crisis support experience, digital mental health services experience, not-for-profit sector experience, lived experience practice
Technologies
Reporting systems
Responsibilities
Lead the day-to-day operation of a national digital helpline service, Build and support a high-performing multidisciplinary workforce, Lead workforce planning, forecasting and service capacity management, Strengthen practice quality, governance and safe service delivery, Support operational responses to complex presentations, escalations and critical incidents, Use service data, workforce insights and quality findings to drive continuous improvement
Seniority
Senior, hands-on IC