Team Leader - Leaving Violence Program

Join Telstra Health in Making a Difference

At Telstra Health, we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.

As part of this, Telstra Health delivers critical Family, Domestic and Sexual Violence (FDSV) services, ensuring people experiencing violence have access to safe, trauma-informed, and high-quality support. Our teams play a vital role in providing these essential services, and we are committed to ensuring they have the training, systems, and resources they need to deliver compassionate and effective care.

About the Leaving Violence Program

From 1 July 2025, Telstra Health will deliver the Leaving Violence Program (Program), a nationally funded initiative by the Australian Government. The Program will support victim survivors who plan to leave or have left a violent intimate partner relationship by providing individualised financial support packages, as well as safety supports through risk assessments, safety planning and referral support.

The service operates Monday to Friday, 8:30 am to 5:30 pm (local time) across all Australian states and territories, excluding national public holidays. This nationwide structure ensures comprehensive coverage across all time zones.

Our Commitment and Program Principles

The Program is underpinned by four main principles:

• Trauma-informed - Individuals receive a trauma-informed, person-centred service.
• Culturally responsive - Individuals receive a culturally informed service, with a specific focus for Aboriginal and Torres Strait Islander peoples.
• Accountable – Telstra Health is responsible and transparent to the Department of Social Services
• Ethical – Telstra Health operates with honesty and integrity, is trusted and diligent.

The Program principles are designed to reflect and respond to each victim-survivors experience of intimate partner violence. Using these Principles, the Program will provide for a trauma-informed and victim-survivor centred service by empowering choice and autonomy. The Program is a key initiative under the National Plan to End Violence against Women and Children 2022-32, designed to complement other services available to victim-survivors that work towards ending gender-based violence.

What’s the opportunity?

Are you a passionate leader who thrives on supporting teams and making a meaningful impact?

We are looking for Team Leaders to join Telstra Health to lead and support teams delivering services for the Leaving Violence Program, a critical initiative providing support to individuals impacted by FDSV.

In this role, you will guide, mentor, and empower frontline and application workers, ensuring they have the support, training, and resources to provide high-quality, trauma-informed services. You will play a key role in driving service excellence, overseeing daily operations, and fostering a collaborative, accountable, and high-performing team culture.

If you’re a strong people leader who thrives in a fast-paced environment and is passionate about coaching teams, optimising service delivery, and making a real impact, we’d love to hear from you.

About the role

As a Team Leader, you will be responsible for:

People Management & Team Leadership

• Lead a team of frontline, application and individual support workers, ensuring high-quality service delivery and adherence to schedules and performance targets.
• Provide leadership, coaching, and performance management to build a high performing, engaged team.
• Work in collaboration with the Workforce Planner to oversee workforce planning, including rostering and ensuring appropriate staffing levels in a virtual call centre environment.
• Conduct probation reviews and ongoing performance management, ensuring clear expectations and constructive feedback.
• Foster a collaborative and supportive team culture that prioritises professional development, wellbeing, and continuous improvement.

Real-Time & Service Operations Management (RTA)

• Monitor and manage real-time virtual workforce operations, ensuring teams are meeting service demands efficiently.
• Adjust resource allocation as needed to optimise service delivery.
• Use service data and performance insights to drive operational improvements and efficiency.

Escalation & Issue Resolution

• Act as the escalation point for approvals, service queries, and operational challenges.
• Support frontline, application and individual support workers in resolving issues, ensuring timely and effective responses.
• Work closely with leadership teams to address emerging service trends and workforce needs.

Service Delivery

• Oversee day-to-day service operations, ensuring compliance with policies and regulatory requirements.
• Maintain a strong focus on service quality, victim-survivor outcomes, and adherence to best practices.
• Identify opportunities for continuous improvement and contribute to service development initiatives.
• Assist with reporting, workforce development, and strategic planning to enhance overall service effectiveness.

About you

To succeed in this role, you will need to meet the following:

Qualifications

• A bachelor’s degree in a relevant field such as social work, psychology, community services, or a related discipline.

Membership and Credentials

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)
• Current Working with Vulnerable People Check (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

• At least 4+ years of experience in people management, preferably in a health, community, or social service setting.
• Proven experience leading diverse teams, including frontline and application workers, and those from diverse backgrounds.
• Experience in real-time workforce management (RTA), rostering, and operational service coordination.
• Strong performance management experience, including coaching, mentoring, and staff development.
• Experience in related industries is valuable. While experience in FDSV services is desirable, it is not essential - leadership experience in health, community, social services, or other relevant sectors is highly desirable.

Skills

• Leadership & Coaching
• Operational Management
• Problem-Solving & Decision-Making
• Communication & Stakeholder Engagement
• Adaptability & Resilience
• Cultural Competency

Why join Telstra Health?

• We believe that flexibility is not a ‘perk’ — it’s how we work! We support you to achieve work-life harmony in a way that works for you.
• We’re a fast-paced, dynamic environment —perfect if you thrive on innovation and continuous improvement.
• We actively support career growth, offering pathways to internal opportunities and ongoing development.
• You’ll be joining a team that’s passionate about making a real difference in health and wellbeing outcomes across Australia.

And it doesn’t stop there…

• Avenues for growth and development across Telstra Health.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through our Employee Assistance Program (EAP).
• Employee rewards program including discounts on shopping, gym memberships, movie tickets, health insurance and more.

Multiple leave options, including:

• 16 weeks gender-equal paid parental leave
• Family and Domestic Violence leave
• Cultural leave
• Volunteer leave
• Study leave
• Option to purchase additional leave.

Our commitment to diversity, equity and inclusion

We are passionate about creating an environment that’s inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability, to apply. Even if you don’t meet every requirement listed above, we encourage you to apply today or contact us at leavingviolenceprogram@health.tesltra.com to discuss your interest.

Applications will be assessed and shortlisted as they are received — so apply today!

We are a Circle Back Initiative Employer — we commit to responding to every applicant.