Online Community Specialist

Cancer Council NSW is Australia’s leading cancer organisation, and our vision is to change the path of cancer and make sure no one walks alone. We are dedicated to meaningful careers where you will not only change the lives and futures of people affected by cancer, but you will work in a multi-award awarding winning culturally connected environment.

About us

Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity in NSW and our point of difference is that we work across every area of every cancer, from research right through to support.

At CCNSW we understand that nothing feels better than doing work you really care about. As Australia’s leading organisation supporting all people impacted by all cancers, we understand how good it feels to make a difference. We know that almost 1 in 2 Australians are affected by cancer during their lifetime, by joining the passionate team at CCNSW you’ll know that each day the work you’re doing will positively impact people in your life and Australia.

Together, we will work towards our goal of a cancer free future, while at the same time encouraging you to get the most out of your life with a supportive environment anchored in flexibility, physical and mental wellbeing to bring out the best of what makes you uniquely you. CCNSW we’re here for meaningful careers that feel good.

About the team

The Cancer Information and Support Services (CISS) Division aims to empower and support people affected by cancer, so that no-one needs to face cancer alone. This Division assists people as they navigate the cancer journey, easing their emotional and practical burdens and helping them make informed decisions.

The Cancer Council Online Community (CCOC) is a CISS supportive care service enabling people affected by cancer to access online information and psychosocial peer support via a professionally moderated online community. Anyone can view the content in the CCOC, including online discussions and all public information. People accessing the CCOC can register as community members to interact in online peer support within the community forums.

About the role:

This role will coordinate delivery of the Cancer Council Online Community service, working with our Supportive Care services team to ensure a safe and supportive online community environment for people affected by cancer. Working alongside our Supportive Care Specialists, this role will also facilitate access to our suite of peer support and counselling services for people affected by cancer; to reduce their levels of distress, increase their coping strategies and to help them feel less isolated.

This role is a part-time fixed term contract ending in 2027. The successful candidate will be required to work 4 days per week (Monday, Tuesday, Wednesday and Friday).

Key responsibilities of the role:

• Develop and maintain a safe, supportive online environment for Cancer Council Online Community (CCOC) members, users and stakeholders.
• Develop and maintain policies and procedures including risk management and operational protocols for day-to-day use of the site by community users, moderators, administrators and key stakeholders.
• Coordinate the review, development, delivery, moderation and content of the CCOC forums and online support groups; to increase equitable reach and effectiveness in engaging with diverse communities.
• Act as the first escalation point for CCOC service provision issues, ensuring prompt resolution and maintaining a high level of satisfaction for those using the CCOC.
• Liaise with Khoros (platform provider), the Digital and IT teams to continually optimise and evolve the CCOC platform for performance and user experience.
• Liaise with the Cancer Information team to ensure ease of access to Cancer Council evidence-based information resources via the CCOC.
• Build and maintain strong collaborative relationships with internal and external stakeholders to ensure efficient and effective delivery of the CCOC and our Supportive Care services.
• Deliver relevant training to internal and external stakeholders to ensure efficient and effective delivery of the CCOC and our Supportive Care services.
• Promote the activity of the CCOC, including presenting at conferences or forums, or providing content to the Marketing team.
• Refer people affected by cancer (clients) to relevant support services and facilitate client access to professional counselling and/or peer support in accordance with service operating guidelines.
• Provide evidence-based cancer information to clients and contribute to overall effective operation and delivery of Supportive Care services.
• Ensure data collection is accurate and in accordance with Cancer Council NSW privacy and confidentiality guidelines.
• In collaboration with Manager, Supportive Care, assist with service reporting as required.
• Contribute to service evaluation, implement the agreed evaluation plan and evaluation report recommendations.
• Provide service information and contribute to promotional activities, developing key health professional relationships to ensure service awareness and equity of access for people affected by cancer.
• Demonstrate a client centric culture by actively working to improve our understanding of client needs and enhance the client experience across our CISS services.

About you

Essential:

• Evident experience and well-developed skill set in online or social community management
• Tertiary qualifications in a relevant discipline such as Communications, Digital Technology or equivalent
• Proven experience and confidence using digital channels
• Ability to work autonomously and reliably achieve objectives
• Excellent verbal and written communications
• Proven stakeholder relationship/management skills

Desirable:

• Experience in health services or working with vulnerable people
• Experience with a variety of interventions including telephone and online group facilitation
• Personable, confident and self-motivated, with ability to be flexible and adaptable
• Excellent problem-solving skills
• Highly organised and able to function well under pressure and work on multiple projects

About the benefits

• Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.
• Recognised for Voice Project's 2021 and 2023 "Best Workplace" Award.
• A balanced organisational approach to WFH and office
• Additional performance-based leave available.
• Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.
• Discounts available for everyday expenses such as private health, retail and fitness

CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.

If you require any adjustments to submit your application, please get in touch with us at [email protected], using the subject line: Online Community Specialist enquiry via EthicalJobs.

Apply online by visiting our website directly, via the Apply Now link, and submit your cover letter and resume.

Please note, the health and safety of our people is a priority for us, our employees and volunteers are strongly recommended to be up to date with their COVID vaccination.