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Multicultural Helpline & Callback Service Intake Worker

World Wellness Group Ltd

A great opportunity to work in a multicultural workplace at the forefront in delivering innovative, culturally safe, information and support over the phone as part of the COVID-19 pandemic. The role will be focused on rapidly building rapport over the phone, conducting needs and risk assessment, triage to determine needs and deliver follow up supports required. This will suit experienced allied health/nursing staff with proven psycho-social assessment and intervention skills to work with clients over the phone to provide support to those who are COVID-19 impacted. The position will work as part of a multicultural, collaborative and interdisciplinary team setting inclusive of interpreters and multicultural peer support workers.

Multicultural Connect Line

The Multicultural Connect Line, telephone helpline and call back service, was established in July 2020 in response to the impact of the COVID-19 pandemic on multicultural communities in Queensland. The MCL provides information and support to people from culturally and linguistically diverse backgrounds across Queensland with a strong focus on offering support to navigate the system to access practical supports within a strengths based approach to wellness, recovery, social inclusion and participation.

Position Objective

This position offers a great opportunity to work at the forefront in delivering innovative, culturally-safe health support and information over the phone as part of the response to the covid-19 pandemic. Your role will engage your capacity to rapidly build rapport over the phone with callers, conduct needs and risk assessments, triage to determine follow up priority, and provide appropriate follow up support. This occurs in the context of a collaborative and interdisciplinary team setting inclusive of interpreters and multicultural peer support workers.

Knowledge, Skills and Abilities

Applicant requirements

a. Essential Tertiary qualifications in allied health, social work, psychology, occupational therapy or behavioural sciences (relevant overseas qualifications will be considered) and relevant skills and experience in working with CALD people in psycho-social support settings such as human services and/or mental health settings.

  • Proven psycho-social assessment and brief intervention skills and the ability to work with clients over the phone to conduct risk and vulnerability assessments
  • Demonstrated ability to work collaboratively in a team environment and availability to occasionally work outside standard business hours
  • High level oral and written communication skills. Including the ability to write professional case notes and brief intervention plans, complete reports and other relevant documentation within set timeframes
  • Demonstrated understanding of the role of client advocacy and strengths-based frameworks within a social justice context
  • Well-developed interpersonal skills with the ability to effectively communicate, negotiate, apply problem solving and conflict resolution skills, and engage others
  • Knowledge and understanding of mental health issues in the CALD population
  • Knowledge of services and community resources relevant to the needs of the CALD population
  • Well-developed time and self-management skills and ability to work with limited supervision, whilst working as a member of a team
  • A current Blue Card and Police Check or willingness and ability to acquire and an open Qld driver’s license


  • Previous experience in a telephone helpline/call back service setting
  • Previous experience in a cross cultural setting
  • Language(s) other than English

A position description is attached.

How to apply

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