WFH Crisis Support Assistant (Text Based) – Rewarding Work

About the Company

Medibank is a leading Australian private health insurer and health solutions company with a strong commitment to better health for all. We believe in providing accessible, high-quality care and support to our members and the broader community. Our mission is to empower healthier lives, and we achieve this through innovative programs, dedicated services, and a compassionate team focused on making a real difference. Join us and be part of an organisation that truly values well-being and positive impact.

Job Description

Are you a compassionate individual with exceptional written communication skills looking to make a meaningful difference from the comfort of your home? Medibank is seeking dedicated WFH Crisis Support Assistants to join our text-based support team. In this vital role, you will provide immediate, empathetic, and confidential support to individuals experiencing various forms of crisis or distress via text message. This is an opportunity to offer a lifeline, guide individuals through challenging moments, and connect them with essential resources, all while working within a supportive and structured environment. Comprehensive training will be provided to ensure you are fully equipped for this rewarding work.

Key Responsibilities

• Provide immediate, non-judgmental, and empathetic text-based crisis support to individuals in distress.
• Actively listen and assess the needs of individuals, identifying appropriate de-escalation strategies and support techniques.
• Facilitate safety planning and connect individuals with relevant internal and external support services and resources.
• Maintain accurate, confidential, and detailed records of interactions in compliance with privacy regulations and organisational policies.
• Adhere strictly to crisis intervention protocols, ethical guidelines, and safeguarding procedures.
• Participate in ongoing training, supervision, and professional development sessions.
• Collaborate effectively with team members and supervisors to ensure a cohesive and supportive service delivery.
• Handle sensitive and potentially confronting information with professionalism, empathy, and resilience.

Required Skills

• Exceptional written communication and interpersonal skills, with the ability to convey empathy and clarity through text.
• Demonstrated ability to listen actively, understand complex situations, and respond appropriately under pressure.
• Strong problem-solving skills and the ability to make sound decisions in critical situations.
• Proficiency in computer usage, including typing, navigating multiple applications, and data entry.
• Commitment to maintaining strict confidentiality and adherence to privacy protocols.
• High degree of emotional intelligence, resilience, and self-care practices.
• Ability to work independently in a remote setting while maintaining focus and productivity.
• Genuine desire to help others and a non-judgmental approach to diverse experiences.

Preferred Qualifications

• Previous experience in a customer service, support, counselling, or healthcare role.
• Relevant certifications in mental health first aid, crisis intervention, or counselling.
• Understanding of common mental health challenges, crisis indicators, and community resources.
• Experience working in a remote or virtual team environment.

Perks & Benefits

• 100% remote work flexibility, allowing you to work from anywhere in Australia.
• Comprehensive paid training program to equip you with essential crisis support skills.
• A supportive and collaborative team environment with regular supervision and debriefing.
• Access to Medibank's employee assistance program for personal well-being support.
• Opportunities for professional development and career growth within Medibank.
• Competitive salary package with a focus on work-life balance.
• Contribution to a service that makes a tangible positive impact on people's lives.
• Access to Medibank's health and well-being programs and discounts.

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