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Training and Quality Assurance Officer


Employer: The Salvation Army - Eastern Territory
Work Type/s: Full Time
Classification/s: Education & Training, Social Work
Sector/s: Not For Profit (NFP)
Location: Brisbane & Gold Coast

Job posted on: 10 October, 2017.
Applications close: 23 October, 2017. (Expired)

  • Work for a respected Not for Profit Organisation
  • Max Term Full-Time Position (38 hours per week)
  • Position based in Nambour, QLD

The Salvation Army is an international movement and an evangelical branch of the Christian Church. Its message is based on the Bible and its ministry is motivated by the love of God. The mission is both spiritual and practical, encompassing the preaching of the Gospel of Jesus Christ and the alleviation of human suffering and distress without discrimination.

About the Program:

The Salvation Army (TSA) Doorways model is a holistic community service model designed to meet immediate crisis needs and build people’s capacity to achieve greater independence.

The Salvos Assessment Line (SAL) provides effective and efficient Emergency Relief assessments, advocacy and referrals and follow-ups via telephone to clients requesting material assistance from TSA Australia Eastern Territory.  The SAL also provides administration assistance, answers inquiries from community, resolves problems, maintains databases, and provides support for the coordination of emergency relief assistance distribution within TSA Australia Eastern Territory.

About the Role:

The Training & Quality Assurance Officer is responsible for assisting the SAL Team Leader by training, coaching and ensuring that all interactions and supports are culturally appropriate, meeting the needs of marginalised Australians and conducted in accordance with the mission and values of TSA, relevant legislation and the rationale and philosophy of the Doorways model.

This position is located in Nambour, QLD.

About You:

In order to be successful for the role, you must have:

  • An appreciation of and the ability and willingness to promote, support and model the values and ethos of The Salvation Army and to facilitate pastoral support where required.
  • At least a Diploma level (or equivalent) qualification in related field
  • The ability to conduct quality evaluations on SAL assessments and provide ongoing feedback for continuous quality improvement
  • The ability to collate data relating to Quality Evaluations and provide recommendations for further individual and team training
  • The commitment to provide Continuous Service Improvement strategies to increase policies and practice at the SAL
  • The dedication to practice ongoing management of the SAL Knowledge Base and Induction/Training program
  • Demonstrated the ability to coach and train workers to display good empathetic listening and verbal communication skills and ability to build rapport over the phone.
  • Demonstrated strong ability to defuse angry clients, deal with difficult clients and deal with unpredictable situations and behavior via the telephone.
  • An understanding of the nature of poverty in Australia and the provision of social services and Emergency Relief services in Australia.
  • High skills in (or ability to quickly learn) call centre telephone system, and related technology.
  • The ability to encourage, support and be part of a larger team to accomplish TSA mission and goals.

If you feel like you have what it takes to be our new Salvos Assessment Line Training & Quality Assurance Officer, please follow the instructions below.

Successful candidates will need to undergo a criminal history check.

A full position description is attached below.

How to apply for this job

This job ad has now expired, and applications are no longer being accepted.