As the Professional Support Team Leader, you will:
- Provide advanced client-focussed telephone social services using solutions focussed and other cognitive behavioural or strengths-based counselling techniques.
- Lead the telephone-based human/community support and referral services delivered to members of the public (including people directly experiencing homelessness and other hardship-related issues).
- Develop and implement a coaching/supervision framework for team members in response to the delivery of high impact psycho-social services and monitor performance.
- Develop team goals, strategies and work plans to improve service delivery outcomes and efficiencies of the services offered.
- Work closely with the Quality, Business Improvement, Partner and Engagement and Operations Managers to ensure consistent communications and successful embedding of new capabilities into the team's operations.
- Develop referral networks to increase support options for clients.
- Collate, analyse, and report on data to identify trends and make recommendations to stakeholders regarding service improvement opportunities.
- Provide advice to senior management in the resolution of both routine and high risk or difficult situations with regard to customer and service problems, by using high-level problem-solving skills.
Applications to remain current for 12 months.<space>This work is licensed under a Creative Commons Attribution 3.0 Australia License.