17d ago , from Safe Steps Family Violence Response Centre
Community Services and Development,Voluntary, Charity & Social Work
Introduction
Safe Steps is the only 24/7, family violence response centre in Victoria, providing a "state-wide entry point" for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.
Our vision is safety, support and respect for all victim-survivors of domestic and family violence.
Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.
20/07/2026
21/08/2026
$63.00 - $65.00
Permanent - Full Time
Melbourne, Victoria
Community Services and Development,Voluntary, Charity & Social Work
Job Description THE ROLE
We are looking for an experienced and passionate Team Leader – Intake & Assessment to lead a team delivering immediate crisis support, intervention and referral services to individuals and families affected by family violence. Reporting to the Senior Team Leader – Intake & Assessment, you will play a key leadership role in our statewide 24/7 crisis response service.
This position is responsible for overseeing day-to-day operations, supporting frontline practitioners, managing service performance, and ensuring high-quality, consistent service delivery. As a member of the Client Services Leadership Team, you will help champion best-practice responses and support the ongoing development of our service model.
PAY LEVEL: SCHADS Level 7 - Pay Point 1
CONTRACT TYPE:Permanent, 1.0 FTE or 0.8 FTE
SHIFTS:Various Monday - Saturday
KEY RESPONSIBILITIES Leadership and Team Management
- Lead, coach and support a team of practitioners and senior practitioners.
- Conduct quality reviews, performance discussions and ongoing staff development.
- Provide specialist practice guidance and support to frontline staff.
- Drive a positive, high-performing and client-focused team culture.
Supervision and Capability Development
- Provide day-to-day supervision and practice support.
- Build team capability through coaching, training and professional development.
- Monitor and report against supervision and performance targets.
Service Operations
- Oversee daily operations within a 24/7 crisis response call centre.
- Manage workflow coordination, service allocations and operational performance.
- Monitor risk, service quality and data integrity.
- Ensure services align with relevant legislation, frameworks and organisational standards.
Desired Skills and Experience KEY SELECTION CRITERIA Essential
- Bachelor of Social Work or equivalent qualification.
- Extensive experience working in a 24/7 helpline or crisis response environment.
- Proven leadership experience managing teams and coordinating services.
- Experience leading high-performing teams within a call centre environment and managing performance targets.
- Experience providing staff supervision, coaching and development.
- Strong understanding of family violence service delivery and crisis response principles.
- Excellent communication, stakeholder engagement and problem-solving skills.
- Commitment to diversity, inclusion and culturally safe practice.
- Current Working with Children Check and willingness to undergo a National Police Check.
Desirable
- Completion of MARAM Comprehensive Risk Assessment Training.
- Experience in the specialist family violence sector.
- Experience managing services within a complex human services environment.
- Knowledge of Victorian family violence reforms and service systems.
Safe Steps is an organisation committed to an inclusive and accessible workplace for all. We strongly encourage applications from Aboriginal and Torres Strait Islanders, people with disabilities, those from diverse cultural, linguistic, and religious backgrounds, all ages, LGBTQIA+ people, and those with a diversity of experiences.
Team Leader - Intake & Assessment in Melbourne employer: Safe Steps
Safe Steps Family Violence Response Centre is an exceptional employer, offering a unique opportunity to make a meaningful impact in the lives of victim-survivors of domestic and family violence. Located in Melbourne, our inclusive and values-driven workplace prioritises staff wellbeing through supportive supervision, continuous training, and generous salary packaging. Join us in our mission to provide high-quality, trauma-informed services while fostering a culture of diversity, inclusion, and empowerment.
