On The Line Australia
(37 reviews)Unclaimed
Company Reviews
Working at On The Line Australia
2.637 ratings in total
5
8
4
8
3
1
2
2
1
18
95%
46%
Work/Life balance
3.3(37 ratings)
Career development
2.5(37 ratings)
Benefits & perks
3.2(37 ratings)
Management
2.6(37 ratings)
Working environment
2.7(37 ratings)
Diversity & equal opportunity
3.0(37 ratings)
Reviews
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1.0
Counsellor
Feb 20231 to 2 years in the role, former employee
Complete waste of my time and lost my drive to work in this sector.
The good thingsRemote working and ability to pick up extra shifts
The challengesTOXIC TOXIC TOXIC!! Overworked micromanagement and undervalued.
Whatever you do stay away from this place. You'll either get you hours reduced or be made redundant if you speak out of line.
5 people found this helpful
1.0
Counsellor
Feb 2023Less than 1 year in the role, former employee
Unhealthy workplace culture and not a counselling service.
The good thingsworking with help seekers
The challengespoor management and unhealthy workplace culture. Extensive long shift hours and roles deemed as counselling but set-up as a call centre. Rolling redundancies every few months as a way of terminating people under 6 months. Not a workplace to recommend.
7 people found this helpful
1.0
Prefer not to say
Feb 2023former employee
If you are not values driven, you will be ok.
The good thingsGreat teammates, remote working, decent pay.
The challengesDisconnect upper managment lacking insight into how to move the company forward in a healthy way. Compromised decision making due to lack of good values. Fiscal mismanagement also appears to be an issue.
6 people found this helpful
5.0
Shared Services
Dec 2022Fantastic engaging workplace!
The good thingsGreat team culture, really supportive of team members growing in their roles. Great communication across the business.
The challengesIt’s difficult to fault the company
1.0
Counsellor
Feb 20223 to 4 years in the role, former employee
An unpleasant place to work.
The good thingsCould be used as a stepping stone to a better job.
The challengesToxic workplace where HR are part of the problem, chronically understaffed, limited training provided.
7 people found this helpful
1.0
Social media mod
Feb 20221 to 2 years in the role, former employee
Worst experience of my life
The good thingsNothing! Working from home
Some good coworkers
The challengesToxic work culture
No opportunities for growth and development
1.0
Administration
Jun 2021Management impacts the work environment negatively
The good thingsSome nice people
Salary is ok
The challengesDysfunctional, unprofessional management
No training or career development
No respect for employees
1.0
Counsellor
Apr 20213 to 4 years in the role, current employee
Meaningful work but unsupportive environment
The good thingsGreat wages. As a counsellor it is an excellent way to learn how to work in crisis and completing risk assessments
The challengesAmount of calls answered and meeting quotas is prioritised over staff wellbeing. Difficult work place culture. Inadequate supervision for the type of work
4.0
Manager
Apr 20213 to 4 years in the role, former employee
Hardworking organisation doing good, commendable for the community in a time that so needs mental health support.
The good thingsA diverse organisation; fast paced with sustained growth which is exciting for all involved. An organisation that is giving back to the community in so many different ways. Commendable work by our counsellors and the supporting functions that make up the organisation.
The challengesThere are so many, many hardworking individuals who come to work to do the right thing. There are also those who come to work to do the wrong thing, creating divide, not acknowledging how hard everyone works or how important different roles are to the organisation. I’m not referring to the CEO or management; these are frontline employees. A lot (not all!) of counsellors struggle to understand KPIs and that they are actually working for a business (ironically many of them own their own business so they should know!) - this causes a lot of wasted time educating these individuals on working life... luckily it’s only a handful but it’s the squeaky wheel.
1 person found this helpful
5.0
Finance Business Manager
Apr 2021Less than 1 year in the role, current employee
I've joined OTL Mar21, found this is an amazing place to work for. While you enjoy your little daily laughing with your lovely colleagues, you do have exposure to plenty of professional growth. I would highly recommend this company if you love family culture and seek for a place to shine.
The good thingsCollaborative staff
Strong business growth that leads to opportunities
A lovely and friendly working environment
The challengesPretty awesome. The work and life here is well balanced.
2 people found this helpful
4.0
Counsellor
Apr 2021Less than 1 year in the role, current employee
Friendly, clean environment, staff are very helpful and admin team are very organized from day one. Great hours and being able to do something I am passionate about and get paid well. Mental health wellbeing is up to the individual and there are some negative people who complain about everything but they are just lazy. They say all the right things when managers ask them but then they will complain to other counsellors about certain things. Stay away from those people and you will be fine.
The good thingsNeat, Clean and open Offices , friendly staff , clear process's in place. Organised team and friendly staff
The challengesNot being able to take other calls on different service lines due to upskilling issues
1.0
Counsellor
Jan 2021Was good before it turned into a business rather than a memtal health service
The good thingsOffice is clean. Good location
The challengesIt's not about counselling at all. Some years ago it was, but not anymore. Its become all about the numbers and key performance indicators. Just feels like a high pressure call center. No regard for staff wellbeing, just a lot of pressure. Doesn't feel rewarding or like you are actually doing mental health work at all. I wouldn't recommend it. Many staff leave often because the only thing that keeps you in the role is the pay but its not enough when the role takes such a heavy toll on your well being and sense of self. You dont get to put your counselling skills to use because theres no time to actually do any counseling with the cuts to call times and stringent kpis. Very dissapointing
18 people found this helpful
HR TeamThank you for taking the time to provide On the Line with the feedback on your employment experience. We are sorry that it appears it has not always been a positive journey for you.
On the Line is committed to the health, safety and wellbeing of all employees; for counsellors, this includes debriefing, reflective practice and employee assistance programs.
We are proud that our main key performance indicator is the high-quality counselling that our people provide to the community and we will continue to encourage this measure with our people into the future.
If you wish to discuss any other feedback with us directly, please contact [email protected]
30d+ ago
1.0
Counsellor Level 1 & 2
Jan 2021In the end, money became the only reward.
The good thingsNice people. Okay pay.
The challengesThings got worse as the counselling room turned into a call centre. It used to be a rewarding job where you could take your time counselling and preparing for the next call. Then it turned into a 'social health business', call times were cut by half and all they want to do is monitor you while constantly piling new services on. As a result staff of all types are jumping ship more than ever. Any sense of culture or respect for the difficult work counsellors do is purely superficial.
13 people found this helpful
HR TeamThank you for taking the time to provide On the Line with the feedback on your employment experience. We are sorry that it appears it has not always been a positive journey for you. The current counselling framework in which we deliver our services has been in place for a number of years. We are proud of the challenging work that our counsellors perform every day to support the community. The main key performance indicator that we monitor is the quality of our counselling to clients. We are continuing the workplace culture through a range of activities including workshops, surveys, employee engagement and forums. Please feel free to contact [email protected] for more information.
30d+ ago
4.0
Counsellor
Dec 20201 to 2 years in the role, former employee
Excellent, I would highly recommend OTL to others.
The good thingsThe people at On the Line are very supportive. The pay is excellent and I enjoyed my time in the role helping vulnerable people on crisis lines.
The challengesWorking overnights can be challenging but the rostering is fair which made it easier to do one overnight per month.
5.0
Anon
Dec 2020Working with a company that genuinely helps the community
The good thingsThere is good work / life balance. The new CEO and executive team are focused on expanding the service offerings, but at the same time supporting staff as that growth happens. A huge effort was made to work around the challenges of COVID-19, and the desire to support staff, keep them employed, and able to do their jobs. The office has a fresh feel about it and is not old and drab. There's lots of windows and natural light, along with plants, a couple of staff kitchens / kitchenettes, and time out / meditation rooms where you can go and take a moment to chill if needed.
Compared to some other places I have worked at, On the Line actually walks the talk, and does amazing work for the community.
The challengesThere seems to be some staff who are committed to complaining no matter what. On the Line has a number of formal and informal programs for people to take up if you are feeling stressed or unhappy. All of the executives are approachable, even the CEO.
I see some negative reviews here, but note the date of them. There is a new CEO and executive team now, and On the Line is moving forward and puts a lot of effort in to bringing everyone along.
1 person found this helpful
1.0
Counsellor
Oct 2020Take a pass on this organisation if you're a counsellor. It doesn't live up to it's values and does not implement enough practices to prevent counsellor-related burn out.
The good things- Access to reflective practice.
- Positive feedback from clients.
- It can be very rewarding supporting vulnerable people in distress.
The challenges- Toxic call-center environment.
- Working with team managers who lacked basic leadership skills, interpersonal skills and professionalism when dealing with others.
- Lack of autonomy and flexibility when it comes to performing work duties.
5.0
Counsellor
Oct 2020Less than 1 year in the role, current employee
A rewarding role with great incentives,Flexible work life work balance with good pay.
The good thingsFlexible work life work balance with good pay.
The challengesNot seeing your team manager as often as you would like due to rotational shifts
4.0
Marketing Role
Oct 20201 to 2 years in the role, current employee
Challenging but like being able to give back
The good thingsI like the challenges and the pace that things occur in. Very diverse business. Always changing. We are doing good work for the community. This has been an important year for us.
The challengesSometimes the workload can be stressful but I know we are doing the best for our funders and the community. I am looking forward to seeing my colleagues in the office but I hope we can still work at home next year.
HR TeamThank you for taking the time to provide On the Line with your feedback. It sounds like you have had a positive experience while working with us! If you have any other feedback please feel free to contact [email protected]
30d+ ago
5.0
Administration
Sep 20201 to 2 years in the role, former employee
You have flexible senior managers and executives that are supportive in the development of their people but team managers who lacks the necessary skills to see the company vision through.
The good thingsFlexible senior executives and being able to grow in my role. Supportive and has a team culture with clear organisational visions.
The challengesWorking in an environment where team managers take no ownership and lacks the necessary skills to manage people.
1 person found this helpful
HR TeamThank you for taking the time to provide On the Line with your feedback. It sounds like you have had a positive experience while working with us! If you have any other feedback please feel free to contact [email protected]
30d+ ago
5.0
Shared Services
Sep 20201 to 2 years in the role, current employee
I love working at On the Line and feel so fortunate to be part of this team.
The good thingsThe breadth of opportunities are amazing, colleagues are incredibly capable and kind, and the purpose of the organisation is so important for clients in need.
The challengesThe only challenges are the positive ones in terms of things to work on. It is an exciting place to be.
5.0
Counsellor
Sep 20201 to 2 years in the role, former employee
While senior management provides employees the tools and measures to do their jobs, I found that the direct managers have no idea how to manage people and their staff.
The good thingsManagement overall at a higher level was very flexible and supportive of my available times and engaging
The challengesTeam Managers not being on the same shift as you and not responsive. Team Managers passing responsibility and not doing their jobs- I don't even get one on ones because they claim they are so busy. But you see them standing around talking doing nothing.
2 people found this helpful
5.0
Counsellor
Apr 2020Less than 1 year in the role, current employee
A supportive workplace who listens to staff and maintains professionalism and aims to encourage and protect staff from vicarious trauma often encountered in this field.
The good thingsThis is the best place to work, it is a strengths focussed and trauma informed culture with great support each shift and lovely team mates. There is opportunity to learn, and grow as a counsellor. They provide regular reflective practice meetings and management are responsive and flexible.
The challengesNo challenges so far, compared to other jobs I have had I really cant fault this place.
HR TeamThank you for taking the time to provide On the Line with your feedback. It sounds like you have had a positive experience while working with us! We are proud of the challenging work that our counsellors do every day and always looking for different ways to support them in this work. If you have any other feedback please feel free to contact [email protected]
30d+ ago
4.0
Counsellor
Feb 20203 to 4 years in the role, current employee
Good money, improving management, has a great future!
The good thingsManagement have improved dramatically over the last 18 months and the org feels like it is going somewhere.
Staff are really supportive.
More effort has been put into staff feedback and the management is listening. At last!
The challengesCaller presentations are hard sometimes but with the support we get it is ok.
It's busy and growing which sometimes makes it hard to keep up.
1 person found this helpful
HR TeamThank you for taking the time to provide On the Line with your feedback. It sounds like you have had a positive experience while working with us! We have a range of different ways that allow our people to provide feedback and for us to continuously support the employee experience. If you have any other feedback please feel free to contact [email protected]
30d+ ago
1.0
Content Marketing
Oct 20191 to 2 years in the role, former employee
I wouldn't work here again.
The good thingsAbove average salary. Can feel fulfilling if you look past all the meaningless tasks that you are made to do.
The challengesVery depressing workplace, managers who don't listen or care, no fun.
3 people found this helpful
HR Business PartnerHello, thank-you for taking the time to provide us with feedback. We are sorry that there are a number of areas that you felt we have let you down in. We have a number of employee led initiatives that have been warmly received and are designed to engage the entire organisation. Of course, we are always looking for new ways to innovate and create a positive working environment! If you had specific feedback please email [email protected]
30d+ ago
1.0
Counsellor
Oct 20191 to 2 years in the role, current employee
A lot of potential, but it is getting wasted without a good CEO and exec team.
The good thingsGood pay rates, especially for a NFP. A lot of people are familiar with the lines we run.
The challengesSo many redundancies, everyone is constantly a bit uneasy as the next one isn't far away. The exec team is really struggling to steer this organisation in the right direction. I am not sure whether they have the right intentions, but they definitely do not have the competency.
2 people found this helpful
HR Business PartnerHello, thank-you for taking the time to provide the feedback. We're disappointed that there are aspects of the organisation that have had a negative impact on your experience while working here. There have been a number of changes to the organisation over the past few years that have had a positive impact on our future. But change can be challenging and we're sorry this has made some employees feel uneasy.
If you would like to discuss this further please contact [email protected]
30d+ ago
1.0
Marketing Role
Oct 20191 to 2 years in the role, former employee
Pays well, but it's still not worth working here!
The good thingsGood salary, tax benefits of NFP, newish office space
The challengesWas hard to let go of the above-average salary here, but I now understand why they have to offer more money to people - it's a really sad and soul-sucking place to work. Everybody has lost their passion, I think mostly from the exec team who don't listen or care for employees or the org values, but who are driven entirely by financial incentives which is perverse in this industry. Ongoing redundancies every 3 months doesn't help either.
3 people found this helpful
HR Business PartnerThank-you for taking the time to provide us with feedback. We apologise that you didn't always have a positive experience while working for us. There has been a significant number of changes that have had a positive impact on the future of the organisation, but change can be difficult and we are working hard to continually improve the employee experience. If you wanted to provide more specific feedback please contact [email protected]
30d+ ago
1.0
Counsellor
Oct 2019Take a pass on this organisation. It sounds great on paper, but in reality it is just a sad non profit with uninspiring leadership team.
The good thingsGood salary sacrifice deals, fulfilling work on the phones
The challengesLeadership team is incompetent and lack any kind of emotional intelligence. They really are exceptionally unexceptional.
6 people found this helpful
HR Business PartnerThank-you for taking the time to write a review. We are genuinely sorry to hear that you didn't always have a great experience while working for us. We are working hard to provide a positive and inclusive workplace that supports our employees. If you would like to provide more detail directly, we would welcome the feedback. Please email [email protected]
30d+ ago
1.0
Counsellor
Oct 20191 to 2 years in the role, current employee
It can feel like you're making a difference, but at the end of the day this organisatin is not actually making any difference.
The good thingsReliable income as a counsellor, guaranteed hours and pay. Salary sacrificing is a good perk. Some of the lines are really important and doing great stuff, can be very rewarding.
The challengesManagement are completely useless and their solution to everything is more redundancies, instead of actually understanding the business and making positive change. The org has high overheads and it is becoming harder to retain contracts when there are other orgs that can do things cheaper with volunteers.
3 people found this helpful
HR Business PartnerThanks for taking the time to write a review. We're sorry that you didn't always enjoy working for us and please know that we are always looking for ways to improve the employee experience. We are working on different initiatives to coach and support our managers. If you would like to contact me to discuss further please email [email protected]
30d+ ago
4.0
On The Line
Oct 2019I enjoy my job most of the time
The good thingsSalary Packaging, Work Life Balance, Self Care Group
The challengesSome employees have a negative attitude towards the organisation
1.0
Marketing Department
Sep 2019Not a wise career move
The good thingsWork life balance - no one expects you to work more than you are paid to.
The challengesManagement - lacking in consistent strategic direction. There are constant redundancies even for newly created roles after a few months. They are not financially sound so their decisions are not founded on sound logic.
The BSI team is difficult due to the lack of leadership and management style.
2 people found this helpful
HR Business PartnerThanks for the review, it provides us with an opportunity to take the feedback on and improve. We are sorry that you didn't always have a great time working for us. If you had any more feedback to provide please email [email protected]
30d+ ago