This is a 12 month contract role initially with the potential to be extended beyond the first year.

Arafmi offers carers of people living with mental ill-health a 24 hour support line, provided by a team of staff and volunteers. We are seeking someone who is experienced and passionate for the community and working within the mental health sector, who can hit the ground running to ensure carers of people who experience mental health challenges can access this support at their most vulnerable times.

You will be joining a small, centralised carer support team that is well known for their dedication to the organisation and community. This role is predominately an afternoon / early evening role Monday to Friday, however there will be the occasional need to work outside of these hours to support the successful coordination and operation of the service.

Arafmi is opening to negotiating the times for the role for the right applicant.

You will:

• Support and facilitate the referral pathway to and from the Carer Gateway for the phone support line
• Provide individual and group supports for mental health carers through the phone line and online
• Ensure carers have a positive experience and receive person-centred supports from the service
• Provide mentoring, training and support for volunteers on the phone line
• Support the promotion of Arafmi services through engaging with carer networks and stakeholders
• Liaise with internal and external parties as required
• Manage the data from calls received to the phone support line
• Review and adapt the phone support delivery practices
• Support the team in other service deliverable KPI's including being part of the On-Call roster.

About You

We are looking for someone with a positive mindset, who wants to work in a team where collaboration and customer focus are key to our success.

You must have:

• Demonstrated experience in providing supports in a mental health or other community services
• Demonstrated ability to work within a recovery framework, utilising empathy, active listening to engage with callers and to offer appropriate responses for requests
• Demonstrated understanding of how carers can be impacted when supporting someone with mental health needs
• Demonstrated competency in using digital programs and or/IT systems
• Demonstrated experience in successfully delivering projects, coordinating programs and services
• Strong organisational skills with an attention to detail and a high degree of accuracy
• Effective verbal and written communication skills, and the ability to communicate appropriately with people caring for someone with psychosocial disability
• Demonstrated ability to problem solve and escalate operational issues promptly and appropriately
• Formal qualifications are not essential for this role as Arafmi recognise that there are multiple barriers to people accessing formal education and that life and work experience can often offer as much value, however, the role will require a high level of skills and knowledge similar to those gained through formal study at a degree level. It is expected that the successful applicant will be solutions focused, have case management skills, supportive counselling skills, demonstrated capacity to coordinate service delivery, efficiency in working to tight timescales, and subject matter knowledge.

If this role is for you, you must also have:

• A Current driver's licence and access to use of a personal motor vehicle;
• NDIS/Yellow/Blue Card (or the ability to obtain one);
• The ability to work in an On Call roster