Rainbow Door Helpline Worker

Switchboard Victoria is based on the lands of the Yaluk-ut Weelam clan of the Boon Wurrung peoples. 
 
We acknowledge that our work takes place on lands that are under colonial occupation and that sovereignty has never been ceded. We hope to pay our deepest respects to Boon Wurrung elders, past and present, and wish to extend this respect to all Aboriginal and Torres Strait Islander People across this Country we know as Australia.

About Switchboard Victoria (Inc.)

Switchboard Victoria is a community-based, not for profit organisation that provides peer-based, volunteer driven support services for Lesbian, Gay, Bisexual, Trans and gender diverse, Intersex, Queer, Asexual and more (LGBTIQA+) people and their friends, families and allies.

Our current activities include:

• Phone and web counselling and referral – Switchboard is the Victorian partner in the national QLife service. QLife provides anonymous and free LGBTIQA+ peer support and referral for people in Australia wanting to talk about sexuality, identity, gender, bodies, feelings, or relationships. 
• Community connections for older LGBTI+ people – Switchboard’s Pride in Ageing program works to tackle ageism and strengthen social inclusion and community connection for older LGBTI+* Victorians. The Out and About peer visiting program builds friendship and connection between LGBTI+ seniors living anywhere in Victoria through regular volunteer visits.  
• Rainbow Door - is a free specialist LGBTIQA+ helpline providing information, support, and referral to all LGBTIQA+ Victorians, their friends and family. Rainbow Door supports people of all ages and identities with issues that may include suicidal thoughts, family, and intimate partner violence (including elder abuse), alcohol and other drugs, relationship issues, sexual assault, social isolation, mental health and wellbeing. 
• Suicide prevention - research and development of suicide prevention resources and programs for LGBTIQA+ communities. 
• QTIBPoC Programs - The QTIBPoC program aims to build connection and greater equity for Queer, Trans, Intersex and Bla(c)k, Indigenous and/or People of Colour and People of Faith. The program runs free events and workshops throughout the year led by and for QTIBPoC communities.
• Training Program – Switchboard delivers a range of training to the community and service sector organisations. Trainings offerings include LGBTIQA+ Inclusive Practice, How to Recognise and Respond to F/IPV, How to Talk About Suicide Safely, Everyday Racism in the Workplace and Peer Support Training. Staff are accredited to deliver LivingWorks programs ASIST and safeTALK.
• Rainbow Families - Connecting and supporting LGBTIQA+ parents, carers, and their families. Supporting services to develop and deliver rainbow family-inclusive better practice across Victoria.

Position details

Title: Rainbow Door Helpline Worker

Organisation: Switchboard (Victoria) Inc)

Employment type: 12-month fixed-term contract, cessation date 30 June 2027 (extension dependent on the continuation of Government funding)

Part Time, 0.8 FTE, 60.8 hours per fortnight.

Rostered employee, Monday – Sunday, 9.00am - 5.36pm (fortnightly roster)

Classification & remuneration: Social and Community Services Employee, Level 5 pay point 1 -3 (based on level of skills and experience)Social, Community, Home Care and Disability Services Award 2010.

Plus Superannuation 12%

Tax benefit available from salary sacrifice arrangements for not-for-profits, package of up to $15,899 per year

Location: Switchboard Victoria operates from offices in Melbourne’s inner north and the Victorian Pride Centre, 79–81 Fitzroy Street, St Kilda VIC 3182.

Applicants must be able to lawfully work in Australia and may be located within metropolitan Melbourne or elsewhere in Victoria, provided they can reliably attend the workplace as required.

This is a hybrid role. The successful applicant must have the capacity to work from Switchboard Victoria’s Melbourne-based offices as reasonably required to meet the inherent and operational requirements of the role.

Switchboard Victoria supports flexible working arrangements, including remote work, where appropriate. Flexible arrangements will be considered in accordance with the Fair Work Act 2009 (Cth) and Equal Opportunity Act 2010 (Vic) and organisational policies, and are subject to the inherent requirements of the role and operational needs.

Reports to: Rainbow Door Team Leader, Rainbow Door Practice Lead

Direct reports: N/A – No direct reports

About Rainbow Door

Rainbow Door is a specialist helpline service supporting LGBTIQA+ people, their friends and families, across Victoria. Operated by Switchboard Victoria, the service provides telephone and text-based support information, referrals, assessment and short-term case advocacy.

Rainbow Door connects people to safer, more accessible services across a broad range of issues, including mental health, suicide, family and intimate partner violence, sexual assault, gender and sexuality, alcohol and other drugs (AOD), legal concerns, aging, housing, discrimination, gender affirmation, and social isolation.

Our work is grounded in intersectional, trauma-informed, LGBTIQA+ peer and person-centered practice, upholding the dignity, safety, and self-determination of all service users.

Rainbow Door operates from 10am – 5pm, 7 days a week. Rostered shifts are from 9.30am - 5.36pm (7.6hrs), on a fortnightly roster which may include weekends and some public holidays.

Position overview

Helpline Workers at Rainbow Door provide empathetic, nonjudgmental and person-centred support in line with the Rainbow Door practice framework and Switchboard’s organisational policies.

Working in a dynamic and often high-volume environment, Helpline Workers respond to a broad range of complex and sensitive situations. Common areas of support include, but are not limited to, mental health and suicidality, family and intimate partner violence, sexual assault, gender and sexuality, support related to disability, families and parenting, gender affirmation, housing insecurity and homelessness, alcohol and other drugs, legal concerns, ageing, discrimination, and social isolation.

Initial support is provided through phone or text-based support enquiries which may involve the provision of peer support, information, referral, and risk and safety assessments. Frontline Helpline workers are rostered to provide support across three core areas of the Rainbow Door service delivery:

• Helpline support (via phone and text-based channels).
• Live single-session (including call-back) support, including family violence assessment and safety planning.
• Short-term case work and advocacy.

Responsibilities and Duties

Helpline support

• Provide real time phone and text-based support, information, advice, and referral to LGBTIQA+ community members, their friends and families on a range of issues.
• Apply intersectional, trauma-informed, LGBTIQA+ peer and person-centered practice in interactions with service users.
• Utilise well-developed listening, emotional regulation and de-escalation skills to support service users experiencing situational crises, psychological and emotional distress, or risk.
• Assess service user needs and determine appropriate next steps, including internal or external referral for immediate response or extended casework.
• Provide specialised secondary consultation to workers from other organisations, family members and friends regarding responding to disclosures, and identifying appropriate supports or referral pathways for LGBTIQA+ community members.

Assessment and Safety Planning

• Administer a range of mandated and optional assessment tools to assess and identify risk and support needs, including child safety, suicidal distress and family violence.
• Implement effective engagement and communication approaches that promote the mental health and recovery of clients based on principles of human rights, self-determination, and cultural safety.
• Practice alignment with relevant frameworks and legislation including MARAM and FVISS/CISS.
• Assess the needs, risk levels, and suitability of service users (including victim survivors) for Rainbow Door service support. Develop and document plans in conjunction with service users to ensure activities align with their personal goals.
• Continuously monitor changes in risk levels for participants and coordinate with other service providers if risk escalates to ensure immediate safety planning is updated. Identify violent tactics of isolation to inform safety interventions.

Casework and Advocacy

• Support service users experiencing family violence through safety planning, risk management strategies, and provision of crisis brokerage.
• Provide short-term casework and advocacy for service users needing more than a single interaction. This may include:
  • Assisting with forms, applications, and service intake/referral processes.
  • Researching and identifying appropriate services, including eligibility requirements.
  • Providing warm referrals to external supports.
  • Advocating with and on behalf of service users in interactions with other professionals or services.
  • Supporting service users to identify goals and develop short-term support plans.
  • Providing scheduled single-session peer support.
  • Coordinating and providing access to crisis brokerage.

Additional Responsibilities

• Use authorised IT systems to collect client data and prepare case files that comply with legislative and organisational requirements. Observe and report trends in client data to supervisors to inform service reforms.
• Actively participate in team meetings, share innovative ideas, and build collegiate relationships based on mutual trust and respect.
• Engage in regular supervision and reflective practice to evaluate personal practice and strengthen specialized knowledge.
• Other duties consistent with the position where required and/or requested by the Rainbow Door Practice Lead, Manager, Director of Services or CEO.

Key Selection criteria

Essential

1. Applicant must identify as part of the Lesbian, Gay, Bisexual, Transgender, Gender diverse, Intersex, Asexual communities (LGBTIQA+) [Switchboard Victoria has an exemption under section 28 of the Equal Opportunity Act 2010 (Vic)].
2. Qualifications and experience in Social Work, Counselling, Psychology, Community services or similar and able to meet the Mandatory Minimum Qualification for family violence work in Victoria. The organisation recognises that effective specialist practice may be informed by a combination of formal qualifications, professional experience, community-based knowledge and lived experience, and supports ongoing professional development, supervision and reflective practice.
3. Commitment to cultural awareness and competence in service provision with multicultural and/or multifaith and First Nations communities.
4. Experience or demonstrated capacity to provide helpline, telephone and/or text-based support and case work, with the ability to work in a shared office environment.
5. Understanding of the issues impacting LGBTIQA+ people, their families and communities including social determinants of mental health, family and intimate partner violence within communities and the prevalence of suicidal ideation.
6. Specialist knowledge of the nature, dynamics, and impacts of family violence and sexual violence, including coercive control, as well as familiarity with MARAM evidence-based risk indicators, including those for homicide, suicide, or serious harm.
7. Well-developed interpersonal skills with the ability to effectively communicate, provide support, actively listen, apply problem solving and conflict resolution skills, and engage and build rapport with others (including service users).
8. Ability to work weekends.

Desirable

1. Demonstrated experience and capability in working safely and effectively with First Nations communities, LGBTIQ+ communities, culturally and linguistically diverse communities, and people living with a disability.

To find out more and apply

Please make yourself familiar with Switchboard’s purpose and programs by visiting our website at www.switchboard.org.au.

Please carefully review the selection criteria for this position, which you should systematically address in your application, along with a cover letter and your resume listing all relevant employment and volunteer experience and qualifications.

NOTE: Applications that do not address the Selection Criteria will not be considered.

For information, please contact Shei U. (Rainbow Door Manager) Email: [email protected] using the subject line: Rainbow Door Helpline Worker enquiry via EthicalJobs.

Applications close: 10am, on the closing date.

Switchboard Victoria is committed to supporting diversity and inclusion in our workforce and will consider all qualified applicants, regardless of sex, gender, gender identity or expression, age, disability or national origin. Switchboard Victoria values diversity and is committed to the principles of cultural and ethnic diversity, social inclusion, and anti-racism.

We promote a workplace that actively seeks to welcome and value unique perspectives. Switchboard especially welcomes and encourages applications from people who are Aboriginal and/or Torres Strait Islander; trans, gender diverse or intersex; disabled; carers; live with HIV, are culturally and linguistically diverse (CALD), People of Colour or People of Faith.