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QLife Counsellor - Teleweb Services

Living Proud LGBTI Community Services of WA

Role Remuneration & Conditions:

This role is classified based on the Social and Community Services (Western Australia) Interim Award 2011.

Organisational information:

Living Proud LGBTI Community Services of WA was formed nearly 40 years ago to provide support, information and resources to the Western Australia LGBTI+ community. We are a non-profit, community based organisation funded by the Department of Health, National LGBTI Health Alliance, and Mental Health Commission, as well as fundraising and donations. Volunteers are a vital part of Living Proud, primarily providing confidential telephone counselling for people in need.

In the past few years, Living Proud has received specific project funding from the Mental Health Commission to deliver LGBTI awareness training to mental health professionals. Through the OneLife Suicide Prevention Strategy Living Proud is able to provide direct services to the LBGTI+ community. Living Proud also provides awareness and capacity building training to various government agencies and organisations on LGBTI issues.

We work in collaboration and partnership with a variety of community groups and organisations to improve the health and wellbeing of LGBTI+ people in WA. Living Proud is a member of the National LGBTI Health Alliance and QLife is our first joint project with the Alliance.


The QLife project provides nation-wide, early intervention, peer supported telephone and web based services to support Lesbian, Gay, Bisexual, Transgender and Intersex (LGBTI) people of all ages experiencing poor mental health, psychological distress, social isolation, discriminations and/or other social determinants that impact on their health and wellbeing. Phone information, peer support and support services are currently provided by state based services. QLife enhances and coordinates these services, and has been actively operational since mid-2013.

As a paid Counsellor within this project, you will be the first point of contact for phone, web chat and email services to people seeking brief and anonymous frontline support and referral. The Casual Counsellor role/s will provide cover to the regular staff, for leave and emergencies. You will also provide support to the volunteer counsellors who staff the phone lines around Australia in the provision of this peer-based service, and may provide mentoring, debriefing and support to volunteers on shift when needed.

This is an LGBTI+ peer role. Applicants must identify as part of the LGBTI+ community.


Client Services

  • Provide anonymous therapeutic counselling, intervention strategies and mediation services to contacts (clients) of QLife via telephone, web and email;
  • Provide general support, education, information and referral options though a variety of media;
  • Participate in team discussions;
  • Conduct research directly related to contact (client) issues and needs and feed into support and/or education mechanisms for volunteer counsellors and general educational materials; and
  • Support volunteer counsellors through professional development and debrief opportunities within both formal and informal settings.

Organisation and Administration

  • Respond to telephone, email and written internal and external communication, focussing on (but not exclusive to) general support line inquiries;
  • Personal and position related administrative and document management;
  • Attend agency meetings and other meetings as required; and
  • Maintenance of referral database.


  • Tertiary qualifications such as a degree in Psychology, Counselling, or a related field, or demonstrated skills, capacity and experience in a counselling-related field, with relevant registration or eligibility for a professional association membership;
  • Experience in telephone and web-chat counselling, including crisis intervention techniques and principles, as well as knowledge of the ethical and practical differences between telephone, web-chat and face-to-face counselling;
  • Experience working in a counselling relationship with people, families, groups from diverse and marginalised backgrounds and with complex needs;
  • Experience working in a trauma informed model;
  • Ability to engage contacts (clients) in non-judgemental problem solving;
  • The ability to analyse situations, make appropriate decisions regarding the contact’s (client’s) needs and provide appropriate therapeutic service;
  • Demonstrated ability and familiarity with external referrals and networks;
  • Demonstrated skills and ability to communicate effectively and sensitively with LGBTI identifying people, with emphasis on lived experience; and
  • Understanding of and commitment to health and human rights for LGBTI people and communities;
  • Demonstrated ability of database management and Microsoft computer skills;
  • Flexibility to work within shift schedule system (usually between midday until midnight); and
  • Willingness to undertake a working with children check and police clearance.


Applying for a Position

Appointments to positions with Living Proud are based on merit. This means that the applicant who is judged to be the most capable of carrying out the duties of the position will be offered the job. The decision to appoint is based on:

  • The applicant’s written application;
  • Performance at interview; and
  • Checking with at least two referees.

The Job Advertisement

The job advertisement and the Position Description provide the basis for the selection process as they specify accountabilities and the selection criteria needed to satisfactorily perform the duties of the position.

This is an LGBTI+ peer role. Applicants must identify as part of the LGBTI+ community.

Questions or queries about the role prior to application are to be directed to Jaini Shah, Senior Counsellor, and email to Jaini@livingproud.org.au, using the subject line: QLife Counsellor - Teleweb Services enquiry via EthicalJobs.

A position description is attached.

How to apply

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

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