SALARY AND BENEFITS

• 0.6 FTE ongoing, permanent role - 3 days
• Job Share with another worker doing 2 days
  
• Be part of a friendly, supportive, and committed team
• This is a SCHADS Level 4 position plus superannuation
  
• Salary Packaging options available
• Office located in Southbank

We strongly encourage applications from Aboriginal and Torres Strait Islander Peoples, people with lived experience of disability, people from the LGBTIQA+ communities, and applicants of diverse cultural backgrounds, faiths, spiritualities and applicants who speak additional languages as well as English.

Position overview

VMIAC’s Team is staffed and led by people with lived experience as consumers of mental health services. This position is the first point of contact for people making enquiries regarding VMIAC Services and assists people to navigate internal and/or external services through triage and referral. This position responds to all incoming calls in a professional and efficient manner, directing each call appropriately and providing a warm front of house welcome to consumers, members, volunteers, and visitors. The position also has responsibility to manage and maintain reception inbox enquiries and direct enquiries to the most appropriate person.

THIS IS A LIVED EXPERIENCE, CONSUMER POSITION:

Applicants must be people who identify as having experience of mental health challenges, trauma or emotional distress and who have accessed mental health services specifically to support their well-being.

Applicants must be able to reflect on how their own lived experience and how this interacts with that of others. Applicants will be able to contribute to the development and implementation of collaborative ways of working.

Key Responsibilities

Service Navigation and Administration

• Promptly answering incoming telephone calls, taking and relaying messages and directing to the appropriate VMIAC team member.
• Warmly greeting members, consumers, and visitors to VMIAC and directing them to the appropriate VMIAC team member.
• Maintaining thorough sign-out/sign-in procedures for visitors into the office
• Writing and distributing emails, correspondence, memos, letters, and forms
• Documenting and recording all contacts and engagements of the VMIAC database in line with record keeping requirements and privacy and confidentiality standards
• Maintaining support and referral lists
• Responding to enquiries or requests from members, consumers, and visitors to VMIAC
• Keeping a professional and tidy reception area, stocked with current information
• Other administration duties as directed

Teamwork and Communication

• Work collaboratively as required with other members of the VMIAC team including attending and contributing to
  scheduled meetings
• Embrace the VMIAC Ways of working to create a safe, supportive and happy workplace
• Actively contribute to Workplace Health and Safety by taking reasonable care for personal health and safety and that of others in the workplace; raising suggestions and concerns as they arise to ensure a safe work environment for employees, consumers and visitors
• Complete tasks as assigned and requested by management

Essential Qualifications, experience, knowledge and registration

Key Selection Criteria (to be addressed in application)

• Understanding of the mental health and community service system
• Applicants must be people who identify as having experience of mental health challenges, trauma or emotional distress and who have accessed mental health services specifically to support their well-being.
• Experience in answering phones and navigating difficult topics and conversations succinctly to ensure appropriate directing of calls.
• Experience in database management
• Verbal communications and interpersonal skills
• Experience working with diversity including Aboriginal and Torres Strait Islander, LGBTIQA+, CALD communities
• Ability to work independently and unsupervised when required
• A demonstrated ability to connect and collaborate with a wide range of stakeholders including mental health services, disability supports, homeless support services and mainstream services.
• Experience in briefing staff on calls received by succinctly, and efficiently passing on details
• Organisation skills with ability to effectively plan and prioritise to work to meet objectives
• The ability to review and solve problems as they arise
• Skilled in Microsoft Office
• Demonstrates a strong commitment to social justice and social inclusion

Desirable

• First Aid Training
• Tertiary education in administration, community services, community development or other relevant areas or an equivalent combination of experience, education or training

Special Conditions

• Use of company laptop and mobile phone as required.

References and checks, probationary period

• Preferred candidates are required to complete and/or provide Police and Victorian Working with Children checks prior to final confirmation
• To be eligible to apply for this position you must have the right to work in Australia (i.e., be an Australian or New Zealand citizen, permanent resident or hold a valid work permit or visa).
• Referees (2) are required and will be contacted for short listed applicants
• This role is subject to a probationary period of six months.

Support and development

VMIAC will provide regular supervision and mentoring to the person in this role. All VMIAC roles include training and development opportunities, which can include the development of leadership and other required skills and attendance at conferences.

For enquiries relating to this position, please contact Narelle Fousketakis - Corporate Services Manager via email [email protected] using the subject line: Service Navigation enquiry via EthicalJobs.

Click Apply Now to submit your application.

A position description is attached.