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Training and Quality Assurance Officer

The Salvation Army

Start your career with The Salvation Army today!

We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.

ABOUT US

The Salvation Army is one of Australia's largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship. The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.

ABOUT THE ROLE

The Training and Quality Assurance Officer is responsible for assisting the Salvos Assessment Line (SAL) Team Leader by training, coaching and ensuring all interactions and supports are culturally appropriate, meet the needs of marginalised Australians and conducted in accordance with the mission and values of The Salvation Army , relevant legislation and the rationale and philosophy of the Doorways model.

Responsibilities include:

  • Train new assessors through the induction process and ensure ongoing training
  • Provide support, advice, and coaching to SAL assessors
  • Coaching assessors in managing difficult calls and provide feedback with a view to build workers' skills including managing and supporting the team dealing with clients with/but not limited to suicidal ideation, DV, Child protection, aggressive behaviour, homicidal ideation & threats of harm to others
  • Ensure assessor performance meets TSA standards and provide ongoing development
  • Coach SAL Workers to deliver effective referrals
  • Conduct regular quality assurance including overseeing senior assessors in the Quality Assurance process
  • Investigate errors in service provision and implement solutions
  • Ensure accurate and professional assessments are conducted via phone to determine assistance required from community members requesting emergency relief services
  • When required perform high quality assessments and referral
  • Support the Team Leaders and SAL Manager in the effective running of the Salvos Assessment Line
  • Maintain and update relevant databases and online booking systems.
  • Participate in relevant research and evaluation activities.

WHAT WE OFFER

  • As a registered not for profit organisation in addition to your remuneration you will enjoy generous tax-free salary packaging benefits
  • Employee Assistance Program for you and your immediate family members
  • Corporate Private Health Insurance rates
  • Supportive and encouraging organisation

HOURS AND SALARY

This is a permanent full time position, 38 hours per week.

Salary and conditions of employment are in accordance with Social, Community, Home Care and Disability Services Industry Award 2010, Level 4.

IDEAL CANDIDATE WILL HAVE

  • Diploma level (or equivalent) in related field
  • At least two years of experience in delivering Welfare assessment (face-to-face or via telephone), or working within Community Support Services sector.
  • A well-developed knowledge base of the principles and practices within social and community service operations
  • Understanding of the nature of poverty in Australia and the provision of social services and Emergency Relief services in Australia.
  • Knowledge of work health and safety obligations and to practice these in the workplace in line with TSA policy and procedures and legislation
  • A current and valid NSW Working with Children Check

The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people.

The Salvation Army is a child safe organisation that is committed to ensuring the wellbeing of children and young people, and protecting them from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all other roles require a mandatory National Police Check.

We value Integrity, Compassion, Respect, Diversity, and Collaboration.

How to apply

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