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: Manager, Helpline

  • Australia’s largest organisation supporting people with eating disorders and body image concerns
  • Rewarding, dynamic and innovating role in a well-established not-for-profit
  • Supported by passionate and committed colleagues
  • Generous salary packaging options
  • Part-time 0.8FTE
  • Fixed-term contract until the 30th June 2024


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, with key stakeholders and via community engagement. Butterfly runs Australia’s only national Helpline for eating disorders and body image issues, supporting nearly 40,000 people every year; delivers evidence-based clinical treatment and support programs; and provides prevention initiatives in schools and the community to combat negative body image issues.


About the role

The primary purpose of the role of Manager, Butterfly National Helpline is to lead Butterfly’s ED Hope National Helpline ensuring that all services meet contractual obligations, are professionally delivered in an ethical and safe manner, and are evidence informed and/or evidence gathering.

Reporting to the Head of Clinical & Support Services, this position is part of the Butterfly suite of Clinical Services. The position involves managing service operations, provision of clinical supervision, development and review of current and new programs in line with Butterfly clinical and corporate governance frameworks. The position is responsible for the effective and efficient management of people, administrative, and financial resources of these services, including contractual reporting and budget management.


Service Delivery & Management

  • Provide leadership to inform and guide the delivery of high-quality teleweb (Helpline) in line with strategic and business plans, service delivery standards, agreed targets and budget.
  • Recruit staff, review and report on staff performance, ensuring that staff develop and maintain required skills commensurate with their role.
  • Manage resources and staff rosters in a flexible and efficient manner to ensure uninterrupted and high-quality service delivery, in line with contractual obligations.
  • Ensure (and participate in) delivery of comprehensive induction, training, regular supervision, and professional development opportunities are established and maintained within the team.
  • Effectively manage personnel and financial resources through appropriate planning, monitoring and allocation to achieve required outcomes and deliverables for the various programs.
  • Ensure all programs are evidence-informed and in line with best practice, incorporating latest knowledge and research advances in eating disorders.
  • Ensure all programs meet appropriate professional standards and achieve all specified project objectives.
  • Monitor day-to-day risk management for Helpline and maintain appropriate registers for critical events.

Service Evaluation & Quality

  • Maintain robust policies and procedures to underpin consistent service delivery including development of new and/or reviewing existing procedures and documentation where required; and ensuring documentation and training are updated to reflect any changes in procedure.
  • Ensure that high standards of record keeping are maintained such that accurate notes are recorded, file audits completed, and all participant files are stored in line with legislative requirements and organisational policies and procedures.
  • Ensure effective monitoring, robust data collection, analysis and interpretation of outcome measures for service evaluation and reporting purposes.
  • Implement evaluation of both Helpline on a regular basis and oversee the implementation of any changes recommended as a finding of the evaluation.
  • Ensure accurate reporting on service performance, developments, and challenges to Butterfly Head of Clinical & Support Services/CEO, Butterfly’s Safety & Quality Committee, funding bodies, and other key stakeholders as required.
  • Implement and coordinate processes for continuous quality improvement, Information Management, and adherence to the National Safety & Quality Digital Mental Health Standards as well as Occupational Health & Safety requirements.

Service Development

  • Identify and advise on strategic opportunities for Butterfly support programs and services.
  • Contribute to business development through the development of new service models, and associated grant writing or funding submissions.
  • Identify opportunities for Butterfly to leverage cross-program strengths to take advantage of new opportunities and address organisational challenges.
  • Provide leadership in the review of current programs, and development and implementation of new projects and initiatives.
  • Ensure that current and new programs align with the short- and long-term strategic objectives and business plans of Butterfly.
  • Develop recommendations for increasing awareness and visibility of Helpline.


Selection Criteria


  • Postgraduate qualifications in psychology, counselling, psychotherapy or social work and registration with a relevant professional body.
  • An excellent understanding of eating disorders and disordered eating, body image and related issues and of their impact both on the individual experiencing the issue and, on their families, friends, partners, and other carers.
  • Substantial experience in a clinical or case management environment, including delivery of group programs, in the context of mental health services.
  • Experience with data collection, analysis, interpretation and service evaluation.
  • Proven ability in the effective leadership and management of staff including the ability to supervise multidisciplinary staff, motivate and foster the development of a team approach.
  • Experience in management of service delivery, including development and implementation of appropriate documentation, record keeping, guidelines and standards.
  • Experience in community development, or the establishment of new services.
  • Experience in the preparation of grants, submissions and reports in a non-profit environment.
  • Proven ability in the management and implementation of project plans, policies, procedures and programs.
  • Demonstrated experience in managing and reporting on funded projects including reporting to contractual KPIs.
  • Highly developed organisational skills with abilities to prioritise, multi-task and use initiative.
  • Excellent communication and interpersonal skills, with the ability to consult, liaise, maintain good relationships with a wide range of professionals and community groups.
  • Clear understanding of professional boundaries, confidentiality and privacy principles and practices.
  • Ability to undertake some inter-state travel and out of hours work.

Download the full position description


To apply

All applicants should supply their resume and portfolio or examples of previous work. Please address the selection criteria as detailed in the Position Description in a separate cover letter.

We welcome applications from people with lived experience of eating disorders (and/or other mental health conditions), and family members/carers of people with eating disorders.

Applications should be submitted by email to Human Resources at with the Subject Title: Manager, Helpline

Closing Date: 6th August 2023, 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