Support Line Specialist - 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.

About the Leaving Violence Program

The Leaving Violence Program provides financial and other support to people who have left, or are leaving, a partner who uses violence. It is a Department of Social Services (DSS) funded national program delivered by Telstra Health.

The program is delivered in a person-centred and trauma-informed way, recognising the unique experiences of every individual. We are committed to culturally responsive practice, creating safe and inclusive services, and working collaboratively to support people to move forward with dignity, choice and respect.

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 (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.

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, 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