Responsibilities

1. Service Implementation & Oversight

• Lead the operational implementation of approved mental health pathways across counsellors, psychotherapists, and psychologists.

• Partner with the Director of Operations to ensure appropriate policies, procedures, SOPs, training frameworks, and workforce capability are in place to support 24/7, high-volume service delivery.

• Define, monitor, and report on KPIs, SLAs, and quality metrics aligned with clinical best practice and client requirements.

• Work with finance and operations to ensure cost-effective resource allocation, budget discipline, and sustainable service delivery, balancing quality, access, efficiency, and scalability.

2. Clinical Governance & Compliance

• Act as the primary clinical representative in client clinical governance forums.

• Lead or contribute to internal and external governance structures, including audits, committees, and boards.

• Ensure all pathways comply with regulatory, licensing, accreditation, and audit requirements, as well as evidence-based and international best-practice standards.

• Oversee clinical escalations, complaints, and incidents, ensuring timely investigation, root-cause analysis, risk mitigation, and dissemination of learning.

• Analyse safeguarding incidents, clinical risk events, and population-level presentations to inform pathway refinement, risk controls, and service improvement.

3. Outcomes & Quality Assurance

• Set measurable outcomes and performance targets across all pathways.

• Establish systems to collect, analyse, and report on clinical outcomes, patient experience, and service quality and safety indicators.

• Conduct routine service evaluation, including clinical audits, stakeholder feedback, and outcome and utilisation reviews.

• Lead continuous quality improvement initiatives and oversee clinical risk management and quality assurance frameworks.

4. Stakeholder & Client Management

• Build and maintain strong relationships with clinical and operational stakeholders in insurance, education, and corporate environments.

• Provide timely, accurate, and transparent reporting to clients, internal leadership, and governance bodies.

• Represent the organisation in external governance, oversight, and review meetings.

• Support the Clinical Director and Chief Clinical Officer with client presentations, reports, and clinical insights for regulators, funders, and partners.

5. Team Leadership & Collaboration

• Provide leadership to mental health clinical staff across all services, including 24/7 counsellor, psychotherapist, and psychologist teams.

• Lead, mentor, and develop clinicians and clinical leaders to foster clinical excellence, accountability, and learning.

• Work closely with operations to ensure workforce planning, training, and supervision frameworks support service demand, quality, and staff wellbeing.

6. Strategic Implementation

• Translate Clinical Director priorities into actionable implementation plans with clear timelines and defined KPIs and SLAs.

• Identify emerging risks, gaps, and trends in mental health service delivery and advise on strategic and resourcing responses.

• Drive operational excellence by improving processes to enhance quality, cost-effectiveness, and client and patient experience.

Requirements

Essential 

• Registered and qualified mental health professional with current Australian registration (AHPRA or relevant regulatory body). 

• Significant senior clinical leadership experience within mental health service delivery. 

• Demonstrated expertise in: Stepped care models, Evidence-based psychological interventions, Clinical governance and risk management frameworks 

• Proven experience leading large-scale, mixed-discipline mental health services, including 24/7 models. 

• Strong track record managing: Clinical escalations and complaints, Multidisciplinary teams, Budgets, resources, KPIs, and SLAs 

• Experience engaging with clients in insurance, education, corporate, or enterprise environments. 

Preferred  

• Practising, registered Psychologist, preferably: Clinical Psychologist, or Psychologist with doctoral-level qualification (PhD or Doctorate in Clinical Psychology or equivalent). 

• Demonstrated track record of senior leadership in:  24/7 mental health service delivery, Crisis, escalation, and safeguarding oversight 

• Experience working across: EAP, Medicare Better Access , PHN-commissioned or stepped care services 

• Strong familiarity with:  NICE-aligned models adapted to the Australian context, recovery-oriented and trauma-informed practice

• Strategic thinker with strong operational execution capability

• Excellent stakeholder engagement and communication skills

• Strong people leadership and team development skills

• High standards of integrity, confidentiality, and professionalism

• Collaborative, pragmatic, and outcomes-focused

• Data-driven with a commitment to continuous improvement