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Teleweb Team Leader

Switchboard Victoria

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.

About the Rainbow Door

Rainbow Door is a specialist LGBTIQA+ helpline providing Information, support, and referral to LGBTIQA+ Victorians, their friends and family during and after COVID 19. The service will provide assessment and short-term case management and link people to safe services to support them with issues including suicidal thoughts, Family and Intimate partner violence including elder abuse, housing, AOD, legal issues, social isolation, and health. 

The Rainbow operates from 10am – 6pm, 7 days a week through phone, email, and text services.

Position Overview

The Teleweb Team Leader roles may work across both the Qlife and the Rainbow Door helplines. 

The Team Leaders support volunteer peer workers in the Qlife Program to provide excellence in referral pathways, peer support, crisis intervention, relief of social isolation and identification of needs for those who contact the Qlife service. The Team Leader works within the existing structures of the organisation, in collaboration with the Teleweb Manager and the Counselling Supervisor to support the volunteers to address the changing nature of the work in the service and to provide support and guidance to volunteers who are dealing with callers experiencing high levels of distress and crisis.  Switchboard staffs the Qlife service 7 days a week from 6pm – 10pm.

Within the Rainbow Door program, the Team Leader in conjunction with the Practice Lead supervises and supports the Rainbow Door Helpline staff to provide assessment, support, information, advocacy, short term case management and referral pathways to people accessing the service. The Rainbow Door service operates from 10am – 6pm 7 days a week.

The Teleweb Team Leader will be required to work to a fortnightly roster that may include weekend /afterhours work.

Selection criteria


  1. Identify as a member of the LGBTIQA+ communities.
  2. Commitment to cultural awareness and competence in service provision with multicultural and/or multifaith and First Nations communities.
  3. Demonstrated experience working with people who have multiple and complex issues using a framework of strengths based, trauma informed, non-oppressive practice.
  4. Qualifications in counselling, social work, psychology, community services or similar.
  5. Demonstrated experience working on a Teleweb helpline or equivalent.
  6. Demonstrated case management experience.
  7. Demonstrated experience in managing, supporting and mentoring staff.
  8. Previous experience in one or more of the following sectors – Family Violence, mental health, aged care, disability, AOD, youth, community health or similar.
  9. Excellent writing, communication, organisational and interpersonal skills.
  10. A nuanced understanding of the complex issues faced by members of the lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) communities.
  11. Demonstrated experience working in volunteer management.
  12. Demonstrated experience working within the family and intimate partner violence service delivery sector and working with people in crisis who may have suicidal thoughts.
  13. Able to work a range of shifts across a fortnightly roster between the hours of 10am - 10pm, 7 days per week.


  1. Experience working with multicultural and/or multifaith communities and First Nations communities.
  2. Completion of ASIST training in the last 2 years.
  3. Understanding of the regulatory frameworks that a Teleweb service works within and /or demonstrated knowledge of best practice in helpline services.
  4. Lived experience of navigating the Mental Health and/or Family and /or Intimate Partner violence sector.
  5. Teleweb based Intake and assessment experience.
  6. Proficiency in a range of databases/client/information management systems including Microsoft applications.

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 addressed in your application. (both essential and desirable). A position description is attached.

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

How to apply: Please click on Apply Now to apply with a resume, cover letter and document addressing the selection criteria above (both essential and desirable criteria, 2 pages maximum). 

Contact: For more information on the role please contact Libby Jamieson on 0455 888 272 or email telewebmanager@switchboard.org.au using the subject line: Teleweb Team Leader enquiry via EthicalJobs.

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.

How to apply

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