Service Owner, Self-led Support
Service Owner, Self-led Support
Posted
24-Jun-2025
Location
Sector
Charities
Salary
Work Type
Contract
Reference
3907770a
About LifeLine Australia
Join Lifeline Australia and you will be helping to support the delivery of critical services ensuring that “no person in Australia has to face their darkest moments alone.”
Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.
Our team is passionate, supportive, and hardworking. We are driven to achieve our goals, continuing to grow and deliver critical support to all Australians during a time when mental health has never been more important.
The Role
The Service Owner, Self-led Support will oversee the strategic product management of Lifeline Australia’s Self-led Support services. This role focuses on managing the design, development, and operationalisation of the channel, ensuring it meets the needs of help-seekers while maintaining high standards of quality and accessibility.
The Service Owner of the Self-Support Channel provides clinical leadership and quality governance across the channel, ensuring alignment with clinical best practices, as well as regulatory and ethical standards.
Responsibilities and Outcomes
Beaumont People have been retained to recruit this position on behalf of our client. Applications will be reviewed as received and successful applicants will be contacted for further discussion.
If this sounds like something that you would be interested in, please apply directly to the advertisement with a full resume. A cover letter will be required if shortlisted.
If you have any questions prior to submitting your application, please direct them to Rhonda Newman - rhonda@beaumontpeople.com.au.
At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities.
We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.
Join Lifeline Australia and you will be helping to support the delivery of critical services ensuring that “no person in Australia has to face their darkest moments alone.”
Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.
Our team is passionate, supportive, and hardworking. We are driven to achieve our goals, continuing to grow and deliver critical support to all Australians during a time when mental health has never been more important.
The Role
The Service Owner, Self-led Support will oversee the strategic product management of Lifeline Australia’s Self-led Support services. This role focuses on managing the design, development, and operationalisation of the channel, ensuring it meets the needs of help-seekers while maintaining high standards of quality and accessibility.
The Service Owner of the Self-Support Channel provides clinical leadership and quality governance across the channel, ensuring alignment with clinical best practices, as well as regulatory and ethical standards.
Responsibilities and Outcomes
- Lead, develop and implement the product strategy, service design and continuous development of the Self-led Support channel to meet the needs of help-seekers in a way that is accessible and user-friendly.
- Bring a deep understanding of mental health, and the lived experience of mental health for Australians.
- Lead our internal approach to user testing and lived-experience research, including designing and facilitating user testing and human centred design approaches
- Work collaboratively with various stakeholders and cross functional teams to ensure the performance of the service is successful. This includes working with copywriters and producers, providing feedback, guidance and support (including co-creating) content ready for publication.
- Actively seek feedback and analyse data to identify opportunities for improvement, advocating best practice in clinical decision making, service design and delivery.
- .Establish and manage governance frameworks for the service including identifying and addressing risk to maintain service integrity and ensure compliance. This includes supporting our commitments to the National Safety and Quality Digital Mental Health (NSQDMH) standards.
- Provide feedback and reporting to senior leadership on all aspects of the service.
- Stay up to date with industry trends and advancements in service delivery, applying best practices and new technologies to drive innovation of the Self-led Support channel. This includes research and synthesis of mental health information, ideas and concepts from across the sector.
- The ability to communicate clinical terms and ideas in easy to understand, plain language that makes sense for everyday Australians. This includes the ability to balance research and lived experience perspectives in forming opinions and positions on the effects, causes and strategies to mitigate a range of mental health issues.
- Tertiary qualifications in psychology, mental health, or a related field
- Proven experience in service management or a similar role, working in crisis support, mental health, healthcare or similar environments.
- Strong experience in product or service management, with a focus on service design and user experience (UX) principles.
- Ability to gather, interpret, and utilise data to make informed decisions. Competence in identifying trends, addressing performance issues, and using metrics to drive continuous service improvement.
- Strong ability to manage relationships with internal and external stakeholders, fostering collaboration and ensuring alignment with organisational goals.
- Proactive in identifying risks and challenges, with a strong capacity to develop and implement effective solutions.
- Demonstrate sound judgement and an awareness of reputation and branding implications for work or key messages that Lifeline delivers on a national scale.
- Salary Packaging – being a not-for-profit organisation allows us to offer our employees access to some amazing tax savings through salary packaging.
- Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and e-learning module.
- Flexible working – we provide flexibility and support to all employees and encourage work-life balance.
- Employee Assistance Program – access to free counselling sessions for you and your family.
- Beautiful office facilities in central location – including shower facilities.
Beaumont People have been retained to recruit this position on behalf of our client. Applications will be reviewed as received and successful applicants will be contacted for further discussion.
If this sounds like something that you would be interested in, please apply directly to the advertisement with a full resume. A cover letter will be required if shortlisted.
If you have any questions prior to submitting your application, please direct them to Rhonda Newman - rhonda@beaumontpeople.com.au.
At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities.
We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.
