• QLife Team Leaders (2 Part-time positions)
• Award: Social, Community, Home Care and Disability Services Industry Award 2010
• Classification: Social and Community Services Employee – Level 5
• Hours: Part-time, rotating roster with another Team Leader, fortnightly weekend work required.

Position funded for 6 months as part of a QLife Team Leader Trial.

POSITION OBJECTIVE:

The Team Leader role is being trialled over six months to support the Peer Supporters in the QLife Program to provide excellence in referral pathways, peer support, crisis intervention, relief of social isolation and identification of needs for those who contact the QLife service from LGBTIQA+ communities.

QLife is funded by the Australian Government to provide anonymous, LGBTIQA+ peer support and referral for people in LGBTIQA+ Australians including, their friends and families, and health professionals. Team Leaders and Peer Supporters are trained LGBTIQA+ community members who draw on their own unique lived experience to provide inclusive, peer support to contacts while maintaining focus on the contact’s unique experiences and needs.

The Team Leader works in collaboration with the QLife Operational staff, the QLife Clinical Supervisor and the Co-Executive Director to support Peer Supporters in their daily work and ongoing skill and knowledge development. The Team Leader also assists with QLife program development by providing feedback on current trends, issues and needs within the service. They will support both paid and volunteer frontline helpline staff to address the changing nature of the work in the service and provide support and guidance to volunteers who are dealing with callers experiencing high levels of distress and crisis.

REPORTING STRUCTURE

• This position reports directly to the Management Committee.
• Direct reports include QLife Peer Supporter staff and volunteers.

PRINCIPAL DUTIES:

Operational Supervision and Support of QLife LGBTIQA+ Peer Supporters

• To ensure quality service provision through providing educative and supportive team leadership to Peer Supporters
• To maintain an up-to-date working knowledge of local and national policies, communications, procedures, standards, priorities, and training within the QLife program and communicate operational information and updates to Peer Supporters on shift
• To facilitate post-contact and end of shift discussions and debriefing with Peer Supporters for on-shift support and to enable continuing learning and reflective practice
• To provide coaching and peer feedback to trainee Peer Supporters
• To report relevant issues to the QLife Operational staff i.e., resource gaps, call content trends, recommendations for professional development needs
• To participate in observation and peer assessed shifts as required
• To manage risk and mandatory reporting responsibilities as required
• To update Peer Supporters regarding caller strategies, QLife practice framework, procedural changes, upcoming webinars, and other training opportunities
• To support QLife Operational staff to monitor and evaluate skill and knowledge needs and development opportunities for staff
• Ensure that complete confidentiality, security, and sensitivity is applied to the handling of information and communication of issues.

Provision of QLife Peer Support

• Provide anonymous, peer-based support, information, and referrals relevant to LGBTIQA+ experiences, through QLife webchat and phones
• Recognise and respond appropriately to QLife contacts and frequent contacts in line with the Organisation’s and QLife National guidelines
• Safeguard vulnerable persons including children through identifying and reporting any allegations or suspicions that a child or vulnerable person is being abused or neglected to the QLife Project Coordinator and Clinical Supervisor immediately
• Ensure accurate and timely data entry of statistical information and de-identified contact logs
• In the absence of volunteers, be able to take calls and web chats.
• Engage with appropriate clinical supervision and debrief processes provided within the QLife program team and Diverse Voices (the Organisation).

Administration

• Support the administration and coordination of the tele-web services of QLife (QLD)
• Report any computer, telephone, or other systems issues as per policy
• Regularly report to the QLife Project Coordinator on current trends and issues occurring on QLife and pass on feedback from Peer Supporters
• Assist in roster coordination for QLife staff and volunteers, including contacting volunteers who miss shifts, coordinating breaks
• Replace stationery and supplies and perform other administrative tasks as needed
• Actively participate in the Organisation and Diverse Voices QLife teams by attending Operations and other meetings, training, and individual and group supervision
• Participate in feedback, quality assurance, policy, and program development processes to help inform local and national planning, and report discrepancies in referrals and print materials
• Follow, utilise, and promote the Organisation’s vision, quality standards, guiding principles, Compliance Framework, Policies and Procedures, Core Values and Work Health and Safety (WHS) requirements
• Perform any other duty as directed by the Management Committee and the Organisation.

KEY SKILLS & EXPERIENCE

Qualifications:

• Experience in community support (formal or informal); and/or tertiary qualifications in counselling, psychology, mental health and wellbeing, community services, social science or another relevant field
• Current QLD Bluecard and National Police Check clearance
• Completion of ASIST (Applied Suicide Intervention Skills Training) training in the last three years (or willingness to complete) and/or experience working with people experiencing suicidal thoughts.

Experience Required:

Demonstrated experience in managing, supporting and mentoring staff and/or volunteers including outstanding negotiation skills for achieving results and maintaining key relationships

• Lived experience as an LGBTIQA+ person, including Brotherboys and Sistergirls
• Demonstrated experience working on a Tele Web helpline or equivalent, providing support to others experiencing poor mental health (particularly for people who are LGBTIQA+).
• A nuanced understanding of the complex issues faced by members of the intersectional lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) communities, including current health, human rights and psycho-social issues, especially mental health, and suicide prevention
• Sound working knowledge of Microsoft Office (Outlook, Word, and Excel), internet applications and databases (iCarol or similar) and ability to follow basic troubleshooting procedures to resolve or escalate system errors
• Ability to work a range of shifts across a fortnightly roster between the hours of 4pm - 11.30pm, 7 days per week
• Understanding of the regulatory frameworks within which a tele-web service works and/or demonstrated knowledge of best practice in helpline/tele-web services.

Aptitude & Interpersonal Skills:

• Ability to empathise with others and respect the diversity of experiences they may have
• The ability to lead and motivate a team
• Excellent communication (written and verbal) and interpersonal skills with the ability to develop rapport with a wide range of people including different genders, sexual orientations, ethnical backgrounds, age and experience
• Outstanding negotiation skills for achieving results while maintaining important relationships and for representing the organisation
• Strong reflective practice and self-care skills, with a commitment to maintaining currency of skills and knowledge
• Strong client-focussed service orientation
• Strong initiative and self-motivation.

KEY PERFORMANCE INDICATORS (KPIs)

The following KPIs will be measured based on a workplan established within the first month of the Team Leader starting their position, subject to changes by the Operational team. Assessment will include periodic check-ins with Operational Leaders, as well as self-assessment:

• Peer Support staff and volunteers are supported via coaching, peer feedback and debriefs
• Contact service and satisfaction, servicing both internal and external stakeholders (contacts, staff and volunteers, stakeholder feedback);
• Contacts are responded to in accordance with QLife and the Organisation’s standards, targets, and objectives
• 75% attendance of group supervision and QLife team meetings, and one Organisation team meetings per six months minimum
• Absolute confidentiality and sensitivity are maintained in all interactions
• Accuracy of data entry, filing, documentation and information management within the Organisation’s database and systems
• Following of instructions and completion of tasks in a timely, accurate and efficient manner which meet the requirements of the organisation, contacts and required regulatory standards
• Following, utilisation and promoting of Organisational Policies and Procedures, Organisational Core Values and Work Health and Safety (WHS) requirements.

next steps

To submit your application, click Apply Now.

If you have any questions about this position, please contact Yvonne O’Callaghan on [email protected], using the subject line: Team Leaders x2 enquiry via EthicalJobs, or 0402 109 337.

This document should be read alongside the Position Description.

In selecting the successful applicant for this position, decisions will be made based on merit. The applicant who is judged to be most experienced and capable of carrying out the duties specified in the Position Description will be offered the position. The decision to appoint will be based on the applicant’s written application (which details qualifications, experience, and a response to the targeted questions), performance at an interview and on reports received from referees.

The Position Description provides the basis for the selection process as it specifies the criteria needed to satisfactorily perform the duties of the position, including qualifications, skills, knowledge, and experience.

Selection Process

A selection panel will be established to shortlist applicants, generally including one or two Diverse Voices staff representatives, and may include a community partner or Management Committee member. The panel will write interview questions, interview shortlisted applicants, contact referees and make the final decision.

Where any member of the selection panel knows an applicant, that member must disclose the nature of the relationship. If the Management Committee deem the relationship to be a conflict of interest that may impact the panel member’s ability to provide a fair and unbiased opinion, the Management Committee will replace the selection panel member.

Short listing

All applications will be treated as confidential and only members of the Selection Panel will view and discuss applications. In the short-listing process, the selection panel will exclude those who do not adequately meet all the essential criteria.

The selection panel has the discretion to interview applicants who may not have clearly addressed all the essential criteria but have demonstrated potential to fulfil the criteria. This will give the selection panel the opportunity to more fully examine the applicants’ credentials.

The selection panel will re-advertise the position if there are no applicants who fulfil at least the essential qualifications stipulated.

Interviews

Interviews will be carried out via Zoom the week commencing May 23rd May, 2022 (likely later that week). If you are selected for an interview, we will advise you in writing.

The interview questions will be standard for all people being interviewed for this position and will be based on the selection criteria and the job description. The panel reserves the right to ask follow-up questions to these predetermined questions, to more clearly ascertain whether the applicant meets the criteria.

Decision Making

A member from the interview panel will contact the referees of the preferred applicants. In accordance with the Child Protection (Prohibited Employment) Act, details of the preferred applicant will be verified for a Working with Children Check (or the preferred applicant can apply for one). A member from the selection panel will contact the successful applicants. Once the position has been accepted, a member from the selection panel will advise unsuccessful applicants.

Equal Opportunity Employment

Diverse Voices abides by Equal Employment Opportunity principles. Each applicant will be treated fairly and in an unbiased way. Diverse Voices is committed to providing opportunities for all applicants regardless of race, age, religion, national origin, disability, bodily diversity, marital status, familial status, veteran status, intersex status, sexuality and/or gender orientation, identity, or experience.

By encouraging and sustaining a diverse workplace, we can create a more welcoming and responsive environment to better meet the needs of our service users and workers. We strongly encourage Aboriginal and Torres Strait Islander people, people of culturally and linguistically diverse backgrounds as well as people who identify as LGBTIQA+ or similar to apply.

If You Are Not the Preferred Candidate

We appreciate that preparing an application requires a significant effort, and we greatly respect the interest any person has in working with our team at Diverse Voices. Of course, there will generally only be one successful candidate. In order to make the application and interview process of value to all those that apply, we are happy to provide you with feedback about your application and interview performance. This may include suggestions about how you might enhance your prospects with future applications, if you request us to do so.