The Deputy Director, Crisis Support Team (CST) provides clinical-operational, and governance leadership for the Crisis Support Team. The role is accountable for service quality, risk governance, workforce sustainability, and delivery of safe, effective 24/7 crisis response aligned with organisational mission and regulatory expectations. As a member of the Crisis Care Services leadership team, the role translates strategy into operational priorities and ensures CST remains resilient and future-ready.
Duties and Responsibilities:
Operational Leadership & Service Direction
- Provide operational leadership for Crisis Support services, ensuring alignment with organisational mission, values, and departmental priorities.
- Translate organisational and divisional strategies into clear operational objectives, service plans, and resourcing priorities for CST.
- Lead service development, innovation, and change initiatives to strengthen system responsiveness and sustainability.
- Monitor emerging crisis trends, sector developments, and community needs to inform planning and service positioning.
Governance, Risk & Clinical Oversight
- Set and uphold crisis governance, clinical‑operational risk, and escalation frameworks across CST.
- Ensure consistent application of safeguarding standards, risk assessment protocols, and decision-making thresholds.
- Provide senior oversight and direction on complex, high‑risk, or system‑level cases and incidents.
- Lead reviews, audits, and post-incident processes to strengthen safety, accountability, and organisational learning.
Operational & Performance Standards
- Oversee overall service performance, outcomes, and service‑level commitments across all CST operations.
- Ensure service models, SOPs, and workflows support effective, consistent 24/7 crisis response.
- Direct performance management of CST portfolios through clear KPIs, dashboards, and review mechanisms.
- Balance service demand, workforce capacity, and operational risks to maintain readiness and service continuity.
- Ensure continuous improvement in service delivery, including the adoption and implementation of technology as part of the innovation effort.
Workforce & Talent Stewardship
- Provide leadership and direction for workforce strategy, resourcing models, and succession planning.
- Lead, coach, and support CST managers to strengthen leadership capability, accountability, and decision‑making.
- Oversee frameworks supporting staff and volunteer wellbeing, resilience, supervision, and retention.
- Guide and advise on complex people-management issues, capability concerns, and organisational change impacts.
Cross‑Functional & Organisational Contribution
- Partner with Client Care, Volunteer Management, and other corporate functions to enable integrated, high-quality service delivery.
- Contribute to organisation-wide initiatives, policy development, and transformation programmes.
- Represent CST in forums, internal committees, and external engagements as required.
- Act as a delegate for the Director, Crisis Care Services when required.
Educational Qualification:
- Bachelor's degree in Social Work, Psychology, Counselling, or a related field.
- Relevant crisis intervention or suicide prevention training.
- Leadership or management training certification.
Relevant Experience:
- 8-10 years of experience in crisis intervention, helpline operations, or mental health services.
- Minimum 5 years in a supervisory or team leadership role.
- Experience managing multi-layered teams.
- Experience in service planning, governance, or quality assurance.
Key attributes/Competencies:
- Strong functional leadership and team management capability
- Advanced decision-making and risk governance judgement
- Ability to lead workforce performance and capability development
- Effective cross-functional communication and stakeholder management
- Emotional resilience and composure in high-risk environments
Working Conditions:
- Office environment
- The role is based on regular office hours, Monday to Friday, with a standard 5-day work week.
- However, due to the 24/7 nature of the Crisis Support operations, shift work when required includes evenings, overnights, weekends, and on public holidays
