Team Leader – GambleAware Helpline NSW

Lead a team of dedicated telephone counsellors, ensuring delivery of responsive, safe, and high-quality client services in alignment with Wesley Mission’s values and contractual obligations......

• Location – Bella Vista
• Part-time position 4 Days
• Remuneration: SCHADS Award Level 6

About us

Wesley Mission is a high profile, multi-faceted Christian organisation making a real difference in the community. We work with the most disadvantaged in our community by providing over 200 services ranging from aged care, homeless services, child and family care, counselling, employment, training and education, and health services.

Our Vision is “A Spirit-led disciple-making movement: doing all the good we can because every life matters”.

Wesley Mission’s GambleAware Helpline NSW is a 24/7 state-wide service providing solution-focused support, clinical assessment, and referral pathways to individuals and families impacted by gambling harm. It is the crucial entry point into the broader GambleAware treatment ecosystem, funded by the NSW Office of Responsible Gambling. All staff within Harm Reduction & Counselling Services, work hard to develop and maintain harmonious working relationships in an autonomous-supportive work environment where they are all trained to be the best in their field.

About the role

We are seeking a resilient, collaborative, and performance-driven Team Leader to oversee the day-to-day operations of the GambleAware Helpline NSW. In this key leadership role, you will lead a team of dedicated telephone counsellors, ensuring delivery of responsive, safe, and high-quality client services in alignment with Wesley Mission’s values and contractual obligations.

You’ll provide live-shift leadership, performance coaching, and debriefing, while managing clinical risk, rostering, scheduling, data quality, and KPI reporting. This is a fantastic opportunity for a strong people leader with crisis or helpline service experience to make a real difference in the lives of people affected by gambling harm.

Key Responsibilities:

• Provide real-time leadership and clinical supervision during 24/7 shift operations
• Monitor call metrics, ensure adherence to rosters, and maintain service KPIs
• Deliver line support, training, supervision, and professional development for Helpline staff
• Manage clinical risk and uphold trauma-informed, best practice service delivery
• Coordinate recruitment, onboarding, and performance management processes
  Lead continuous improvement, quality assurance, and program reporting initiatives
• Build external partnerships and contribute to strategic program development

Essential skills/knowledge

• Relevant tertiary qualification in counselling, Psychology, Social Work or related field
• Minimum 3 years’ experience in similar role, crisis interventions or support services
• Demonstrated skills and experience using brief, solution focused therapies
• Supervisory and leadership experience
• Proven experience managing rosters, service KPI’s and data integrity in a 24/7 service
• High level communication, conflict resolution and coaching skills
• Proficiency in managing reporting requirements, Microsoft 365, CRM / CTI systems and data dashboards
• Current NSW Working with children check and police check
• Cultural competence and experience working alongside Culturally diverse and First Nations families
• Holds current working with children’s check and a valid police / criminal history check

Desirable criteria

• Experience and training in gambling, addiction or mental health service environments
• Experience in Power BI, scheduling platforms and digital helpline tools

Demonstrated behaviours

• Willingness to affirm Wesley Mission’s vision, mission and values and enthusiastically advocate our Word and deed ministry
• Demonstrated ability to work unsupervised as well as an effective team player with a positive can-do attitude
• Relates well to a range of people with sound listening and problem-solving skills
• Displays unconditional positive regard during all workplace interactions
• Confident professional attitude with strong initiative
• Displays emotional maturity and resilience
• Dedication to developing strong working relationships
• Willingness to learn and accept feedback

What we offer

• Meaningful work that supports individuals, and families impacted by gambling harm
• Supportive, collaborative team culture with clinical supervision and training
• Opportunities for professional development and growth within Wesley Mission
• Access to salary packaging and employee assistance programs
• Fitness Passport membership for discounted access to gyms and pools across NSW.
• Blue Light Card membership offering discounts and rewards with retailers and services.
• Access to a confidential Employee Assistance Program (EAP) including Manager Assist.

Apply now

Please submit your current resume and a two-page cover letter addressing the criteria and why you are interested in this role and what you can bring to our team. Please note that if you do not submit the application requirements we will not accept your application

Wesley Mission is a Christian organisation requiring all staff to affirm its values and Worker code of conduct. We are committed to providing an environment in which children can feel
safe and valued.

The suitable applicant will be subject to the relevant pre-employment checks for appointment to positions within Wesley Mission (including provision of a valid Working with Children Check clearance number). Aboriginal and Torres Strait Islander people are encouraged to apply.