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 Door operates from 10am – 5pm, 7 days a week through phone, email, and text services.

About QLife

Switchboard is the proud Victorian provider of the national LGBTIQA+ QLife service. QLife provides Australia-wide anonymous, LGBTI peer support and referral for people wanting to talk about a range of issues including sexuality, identity, gender, bodies, feelings, or relationships. The service is free and includes both telephone and webchat support, delivered by trained LGBTI community members across the country. Our services are for LGBTI individuals, their friends and families, and health professionals in Australia.

QLife operates nationally from 3pm – midnight, 365 days a year.  Switchboard staffs the service 7 days a week from 6pm – 10pm.

Position Overview

The Teleweb Team Leader role works across both the QLife and the Rainbow Door helplines. The Team Leader supports volunteer peer workers in the QLife Program to provide excellence in referral pathways, peer support, crisis intervention, relief from 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, Practice Lead and the Counselling Supervisor to support 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.

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

Selection criteria

Essential

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 case management experience.
6. Demonstrated experience in managing, supporting and mentoring staff.
7. Previous experience in one or more of the following sectors – Family Violence, mental health, aged care, disability, AOD, youth, community health or similar
8. Excellent writing, communication, organisational and interpersonal skills 
9. A nuanced understanding of the complex issues faced by members of the lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) communities.
10. Able to work shifts across a fortnightly roster between the hours of 9:30am – 10pm, 7 days per week. (e.g.,9:30am – 6pm or 5pm – 10pm) 

Highly Desirable

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

Conditions of recruitment

• Application and interview against selection criteria and appropriate referee checks
• Appointment upon successful completion of National Police Check
• The successful application must abide by the Switchboard code of conduct and policies and procedures.
• The successful candidate must have a right to work in Australia.

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)

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

How to apply:

Please click 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 [email protected], 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.

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; people with lived experience of suicide.

Acknowledgement of Country

Switchboard Victoria is based on the lands of the Kulin nations, always and forever the home of the Wurundjeri, Boonwurrung, Wathaurong, Taungurong and Djadjawurung peoples. We acknowledge that our work takes place on lands that are under colonial occupation and that Kulin Nation sovereignty was never ceded. We hope to pay our respects to Kulin Nation elders, past and present and wish to extend this respect to any and all Aboriginal and Torres Strait Islander People.

A position description is attached.