Talk to someone now. Call our National Helpline on 1800 33 4673. You can also chat online or email

Talk to someone now. Call our National Helpline on 1800 33 4673. You can also chat online or email

Position Vacant: Helpline Supervisor



  • Australia’s largest organisation supporting people with eating disorders.
  • Rewarding Counsellor role in not-for-profit.
  • Surrounded by passionate and supportive colleagues.
  • Great salary packaging options.
  • 15 – 18 hour part-time position available, inclusive of evenings and weekends.
  • Current shifts available are; Monday & Friday 7.30pm – 12:30am, and Sunday 7.30am – 3:30pm OR Sunday 7.30pm – 12:30am.
  • Fixed-term contract until the 31st December 2023, with the possibility of an extension.


Are You Ready to Help Make a Change?

Butterfly Foundation is Australia’s national charity for eating disorders and body image issues, providing a voice for those affected and the people who care for them. Eating disorders are severe and complex mental illnesses with physical complications, and the medical, psychological, physical and social consequences can be long term and for many, life threatening.

Butterfly advocates for improved services from government, health and mental health organisations, and the eating disorder sector, raising awareness in the media and via community engagement. Butterfly runs Australia’s only national Eating Disorders Helpline, seven days a week; evidence-based clinical treatment and support programs; and delivers prevention initiatives in schools and the community to combat negative body image issues.


About the Role

In this unique role, you will use your clinical knowledge and operational skills to provide oversight and lead the delivery of helpline shifts in a safe and effective manner. As a Helpline Supervisor, you will manage the day-to-day operational responsibilities, whilst working with Helpline counselling team to ensure sound operations of the shift in line with Butterfly National Helpline clinical governance and operational policies.  The position will provide direct assistance through live-monitoring and supporting counsellors for debrief, supervision and feedback on counselling practices.

Our warm and supportive Butterfly National Helpline team operates from 8.00am until midnight, 7 days a week which provides flexibility in working arrangements.

Key responsibilities and duties include:

  • Through strong clinical knowledge, support Helpline Counsellors with clinical risk management in accordance with Helpline protocols and ,be responsible for clinical decision making, including escalation for crisis support during shift.
  • Participate in and facilitate handovers and provide on-shift debrief, and supervision and support to Helpline Counsellors.
  • Participate in clinical case reviews and other continuous improvement activities with Clinical & Operations Lead and Clinical Supervisor and ensure identified changes to risk management are implemented during shifts.
  • Monitor dashboard and triage workflow and to ensure reasonable wait times, workflow and interaction volumes meets the key performance indicators for Helpline.
  • Ensure Counsellors on shift understand and comply with Helpline objectives, performance standards, and policies.
  • Provide direct line management for a small team of Counsellors, including monitoring, evaluating, and managing performance to enable individual growth.
  • Identify professional development knowledge needs of counsellors and collaborate support with Clinical & Operations Lead and Clinical Supervisor assist in the development and/or delivery of Professional Development for counsellors to monitor and evaluate application of acquired skills.

Download the full position description


To Apply

All applicants should supply their resume, and must address the Selection Criteria as detailed in the Position Description in a separate cover letter.

Applications should be submitted by email to Human Resources at with Subject Title: Helpline Supervisor


Closing Date: 7th August 2022, please note that if we receive a high level of applications, the vacancy may close earlier than stated. Therefore, we would encourage you to submit your application as soon as possible.



For enquiries about this position, please email