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 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 of the Teleweb helpline services at Switchboard, Qlife and Rainbow Door.  

The Team Leader will support peer workers (volunteer and/or paid staff) 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 will work within the existing structures of the organisation, in collaboration with the Teleweb Manager and the Counselling Supervisor to support the Peer Workers to address the changing nature of the work in the service and provide support and guidance to those who are dealing with callers experiencing high levels of distress and crisis.  Switchboard operates the Qlife Helpline service 7 days a week from 6pm – 10pm.

Within the Rainbow Door program, the Team leader will supervise and lead the Rainbow Door Helpline Workers 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 will include weekend /afterhours work.

Position Duties

Supervision and Support of Qlife Peer Workers (volunteer/paid)

• To work independently in the phone room after hours and on weekends
• To ensure quality service provision and provide an educative, supportive, and supervisory role to Peer Workers.
• To maintain a working knowledge of the Standards Manual, Volunteer Policy & Procedure Manual and relevant caller strategies

Supervision and support of Rainbow Door Helpline staff

• To ensure quality service provision and provide an educative, supportive, and supervisory role to staff
• To maintain a working knowledge of the Rainbow Door practice framework
• To provide information, guidance, and direction to staff
• To update staff regarding caller strategies, Rainbow Door practice framework 

Selection criteria

Essential

1. Identify as a member of the LGBTIQA+ communities
2. Demonstrated experience working with people who have multiple and complex issues using a framework of strengths based, trauma informed, non-oppressive practice. 
3. Demonstrated experience working on a Teleweb helpline or equivalent 
4. Demonstrated case management experience
5. Demonstrated experience in managing, supporting and mentoring staff
6. Previous experience in one or more of the following sectors – Family violence, mental health, aged care, disability, AOD, youth, community health or similar

To find out more and apply 

Please carefully review the selection criteria for this position, which you should systematically address in your application (this does not have to be a in a separate document), which should also include your resume listing all relevant employment and volunteer experience and qualifications.

Please also ensure you are familiar with Switchboard’s purpose, programs, and ways of working by visiting our website at switchboard.org.au.

Contact: For more information on the role please contact Meaghan Holden by email [email protected] using the subject line: Teleweb Team Leader enquiry via EthicalJobs.

Applications close:

Due to numerous roles being advertised we will assess them as they come in and interviews might take place before the closing date. Early applications are encouraged. 

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 and/or People of Faith; identify with having lived experiences of suicide and mental ill-health.

Find out more about working at Switchboard at http://www.switchboard.org.au/ 

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.