• Team: Intake and Connect Team
• Location: Based in Woolloongabba office
• Level: Level 6 Social, Community, Home Care and Disability Services Industry Award.
• $96,962 to $101,250 pro-rata, (depending on experience), plus leave loading and an option to salary sacrifice.
• Reports to: Team Leader – Intake and Connect Team
• Contract: Part Time – 4 days per week (negotiable), ongoing position pending probation.

Our Vision

Healing the past, nurturing the future.

Our vision is for refugee survivors of persecution to live lives liberated from the harms of torture, trauma and human rights injustice. We exist to nurture meaningful futures by assisting refugee survivors to heal, belong and thrive in our community.

Our Values

Kindness: We care. In all our work, survivors of torture and trauma come first.

Optimism: We believe in meaningful futures. We are committed to healing being a journey of growth across mind, body and spirit.

Perseverance: We don’t give up. We understand that healing requires time, patience and courage for individuals, families and communities.

Fairness: We believe that recovery from trauma is about justice and that to heal is a human right.

Honesty: We act openly and ethically. We are committed to delivering impactful services.

Role Purpose

The primary purpose of this role is to co-ordinate QPASTT’s duty response as a timely and positive point of welcome to QPASTT services and/or connection for information and advice.

This includes responding to requests for support from survivors of refugee-related torture and trauma and other stakeholders, including identifying pathways for support either internally or externally.

QPASTT’s duty roster operates Monday to Friday between the hours of 9am-4pm. QPASTT counsellors and other direct service delivery staff participate in a duty shift weekly or fortnightly and will continue to be line managed by their Team Leader.

The Duty Co-ordinator will be required to implement a new model of duty, including the updating and maintenance of policies and procedures, rosters and communication channels.

The role also involves a component of direct service delivery by way of roster coverage on a regular basis.

Character

You are passionate about recovery from torture and trauma for people from refugee and asylum-seeking backgrounds.

We value an attitude of collegiality and approachability.

The Duty Co-ordinator will be well-respected internally and externally to QPASTT and able to collaborate and negotiate with stakeholders. They will contribute by sharing their knowledge and skills by fostering collaboration across teams to support the effective operations of the Duty/Supportline at QPASTT.

We value innovation and a focus on quality practice to ensure QPASTT’s duty response is responsive and effective. They will be able to support duty officers to provide a trauma-informed, time-limited and solution-focused response to duty requests.

You will be creative, compassionate and courageous in finding ways to engage and educate a wide variety of stakeholders about QPASTT services, including Duty/Supportline, and pathways to support internally and externally.

We believe in cultural respect. We are looking for a Duty Co-ordinator who can successfully collaborate with peers from a range of cultural and religious backgrounds.

You are committed to human rights and believe in social justice irrespective of differences related to gender, age, culture, religion, sexuality, disability, socio-economic status or political opinion.

Responsibilities

• Ability to apply QPASTT’s healing, belonging, thriving and justice framework to time-limited and solution-focused responses for support.
• Review, develop and update duty-related policies and procedures to support implementation of the new Duty model. This includes:
  • Developing internal duty-related resources to ensure the effectiveness and efficiency of QPASTT’s duty response
  • Updating internal systems related to rostering and task allocation
  • Updating duty officer induction information, including consent procedures and data collection
  • Communicating changes to Duty/Supportline policies and procedures internally and externally.
• Provide induction to duty officers and support duty-related professional development.
• Manage and maintain the duty roster to ensure coverage aligns with client needs and operational priorities. This includes planning for leave coverage and providing back up coverage as required.
• Ensure effective and timely duty task completion and data entry by the duty officers
• Participate in the duty roster for one ½ day shift per week and on an ad hoc basis as needed
• Develop and maintain strong internal and external relationships to support referral pathways and to promote QPASTT’s Duty/Supportline, including clarifying purpose and scope
• Support Duty Officers with more complex duty requests regarding processes and pathways and escalate any critical incidents, risk related concerns or service issues to relevant leadership staff members
• Participate in evaluation processes to track the impact of our work and identify areas of opportunity and improvement

Requirements

1. Degree level qualifications in Social Work, Psychology, Counselling, Occupational Therapy or a related field. Eligibility for membership of the relevant professional body;
2. A minimum of three years of post-graduate professional experience in direct practice with individuals and/or families. This includes demonstrated knowledge and skills in risk management and trauma focused assessment and interventions;
3. Well-developed understanding of the refugee experience, trauma informed practice, trauma recovery frameworks and cross-cultural practice, or ability to quickly acquire this knowledge;
4. Skills in project or program co-ordination, including process implementation, organisation of staff and quality assurance;
5. Excellent professional written and verbal communication and relational skills enabling trusting, collaborative and respectful relationships across teams and roles at QPASTT and with stakeholders;
6. Ability to identify and plan for innovative practice, service enhancement and cross-team integration related to Duty/Supportline;
7. Ability to identify practice related risk and/or complexity and escalate to relevant leadership team member;
8. Ability to self-manage by prioritising and balancing a full workload in a busy, changing environment;
9. Analytical and problem solving skills, with the ability to make fast, professional and effective decisions within the scope of the role;
10. Ability to navigate and utilise digital data management systems for administration of the work and reporting;
11. Desirable – Lived refugee or refugee like experience and/or culturally and linguistically diverse background.

Conditions of Employment

1. Current Positive Notice Blue Card and provision of an annual federal police check.
2. Current Queensland C Class driver’s licence.
3. The period of probation will be six months.

Application Process

Please click Apply Now to submit your application.

Should you wish to speak with someone about this role, please contact Tanya Van Bael via email at [email protected] or on 07 3391 6677, using the subject line: Duty Coordinator enquiry via EthicalJobs.