Switchboard Victoria is based on the lands of the Yaluk-ut Weelam clan of the Boon Wurrung peoples. 

We acknowledge that our work takes place on lands that are under colonial occupation and that sovereignty has never been ceded. We hope to pay our deepest respects to Boon Wurrung elders, past and present, and wish to extend this respect to all Aboriginal and Torres Strait Islander People across this Country we know as Australia.

About Switchboard Victoria (Inc.)

Switchboard Victoria is a community-based, not for profit organisation that provides peer-based, volunteer driven support services for Lesbian, Gay, Bisexual, Trans and gender diverse, Intersex, Queer, Asexual and more (LGBTIQA+) people and their friends, families and allies.

Our current activities include:

• Phone and web counselling and referral – Switchboard is the Victorian partner in the national QLife service. QLife provides anonymous and free LGBTIQA+ peer support and referral for people in Australia wanting to talk about sexuality, identity, gender, bodies, feelings, or relationships. 
• Community connections for older LGBTI+ people – Switchboard’s Pride in Ageing program works to tackle ageism and strengthen social inclusion and community connection for older LGBTI+* Victorians. The Out and About peer visiting program builds friendship and connection between LGBTI+ seniors living anywhere in Victoria through regular volunteer visits.  
• Rainbow Door - is a free specialist LGBTIQA+ helpline providing information, support, and referral to all LGBTIQA+ Victorians, their friends and family. Rainbow Door supports people of all ages and identities with issues that may include suicidal thoughts, family, and intimate partner violence (including elder abuse), alcohol and other drugs, relationship issues, sexual assault, social isolation, mental health and wellbeing. 
• Suicide prevention - research and development of suicide prevention resources and programs for LGBTIQA+ communities. 
• QTIBPoC Programs - The QTIBPoC program aims to build connection and greater equity for Queer, Trans, Intersex and Bla(c)k, Indigenous and/or People of Colour and People of Faith. The program runs free events and workshops throughout the year led by and for QTIBPoC communities.
• Training Program – Switchboard delivers a range of training to the community and service sector organisations. Trainings offerings include LGBTIQA+ Inclusive Practice, How to Recognise and Respond to F/IPV, How to Talk About Suicide Safely, Everyday Racism in the Workplace and Peer Support Training. Staff are accredited to deliver LivingWorks programs ASIST and safeTALK.
• Rainbow Families - Connecting and supporting LGBTIQA+ parents, carers, and their families. Supporting services to develop and deliver rainbow family-inclusive better practice across Victoria.

Position details

Title: Rainbow Door Case Manager

Organisation: Switchboard Victoria (Inc)

Employment type: Full Time 1FTE, Part Time 0.8-0.9 FTE negotiable (multiple positions available), Monday-Friday

Classification & remuneration: Social and Community Services Employee, Level 5, pay point determined based on qualifications and experience as per the Social, Community, Home Care and Disability Services Award 2010.

Tax benefit available from salary sacrifice, package of up to $15,899.

Location: Victorian Pride Centre, 79-81 Fitzroy Street, St Kilda VIC 3181

St Kilda Road, Melbourne VIC 3000

Option to work remotely as agreed with Manager.

Reports to: Rainbow Door Case Management Team Leader

Direct reports: None

About Rainbow Door

Rainbow Door is a specialist LGBTIQA+ helpline providing information, support, and referral to LGBTIQA+ Victorians, their friends and family during and after COVID 19. The service will provide assessment and case management, and link people to safe services to support them with issues including suicidal thoughts, family and intimate partner violence, sexual assault, housing, AOD, legal issues, social isolation, and mental health.

Rainbow Door Helpline operates from 10am – 5pm, 7 days a week through phone, email, and text services.

Rainbow Door Case management team operates from Mondays- Fridays 9am-5pm, through phone, email, online video and text services.

Position overview

The Rainbow Door Case Management team provides assessment, support, information, advocacy, and referral pathways to people who are referred into the service via the Rainbow Door helpline. The Rainbow Door Case Management team provides phone based or telehealth case management services. The team’s interventions range from short-term responses including assessment and safety planning to longer-term case management. The team is also responsible for the provision of financial support to Rainbow Door service users who fit the criteria via the Brokerage Programs, including Family Violence Crisis Brokerage (FVCB).

The Case Managers provide support to LGBTIQA+ people experiencing material, psychological and social challenges including those living with or impacted by family or intimate partner violence, mental health concerns, isolation, disability, bereavement, homelessness and/or suicidality. As a specialist family violence service, the Case Management team also works with people experiencing intimate partner and family violence to achieve safety, stability, and recovery from family violence.

The Case Managers form part of the Rainbow Door Program and work closely with the Rainbow Door Helpline team to support service users.

The case managers will be required to work throughout the operating hours of Monday to Friday.

About the successful candidate

To be successful in this role, the candidate will have demonstrated experience in providing case management support and possessing advanced risk assessment and risk management skills. The candidate will have experience working in family violence and areas such as sexual assault, mental health, child protection, homelessness, suicide prevention or other related areas.

They will be a ‘people person’ and be committed to building a positive and healthy team environment. They will possess excellent communication and relationship management skills, good time management, and will understand and work with the many barriers faced by LGBTIQA+ people in our community.

Key responsibilities

Key responsibilities include, but are not limited to:

Provide assessment, support, information, advocacy, and referrals

• Conducting assessments and developing individualised case management plans
• Facilitating access to resources such as housing, healthcare, and social services
• Advocating for service users with relevant authorities and service providers
• Collaborating with service users to create safety plans
• Undertake comprehensive risk assessment, case planning, risk management and safety planning in line with the Queer MARAM framework
• Work collaboratively with other specialist family violence services and other agencies to jointly provide services to LGBTIQA+ service users when needed;
• Escalating situations, when necessary, particularly in cases involving high risk or other significant concerns
• Facilitate access and referrals for LGBTIQA+ people to other organisations, specialist family violence services, or other support services (e.g. mental health, housing, alcohol and drug services etc);

Use and maintenance of databases and resources 

• Maintaining accurate and up-to-date case records, case plans, consent forms, and exchange of information forms
• Ensure the maintenance of accurate documentation and records, including case notes, correspondence and reports to facilitate quality service delivery and accountability;
• Maintain appropriate confidential records for each contact by entering information into the client management system  

Participate in team meetings and debriefing/supervision 

• Work in a professional manner following the organisational Code of Conduct including respecting the diversity of staff teams, stakeholders and service users and upholding the values of Switchboard.  
• Attend team meetings, case planning meetings, specific trainings and supervision as required and keep up to date with any materials emailed or sent out as part of the ongoing development and debrief processes. 
• Contribute to developing practice to ensure services are delivered through an anti-racist and intersectional lens, promote culturally safe for Aboriginal and Torres Strait Islander service users and queer, trans, intersex Bla(ck) and/or people of colour.
• Participate in communications to help inform planning, program reviews and policy and practice and evaluation.  
• Provide peer support to other staff including supporting other workers in the team
• Participate in informal debriefing and feedback discussions with other staff in the team
• Actively participate in reflective practice at both internal and external supervision
• Other duties as directed by management.  

Selection criteria

Essential:

• Applicant must identify as part of the lesbian, gay, bisexual, transgender, gender diverse, Intersex,asexual communities (LGBTIQA+) [Switchboard Victoria has an exemption under Equal Employment];
• Tertiary qualification in social work, psychology, gender studies, community development, or other relevant area, or significant experience working in case management;
• Experience providing case management in a complex and dynamic environment;
• Demonstrated experience working in key community services fields such as sexual assault, family violence, mental health, suicide prevention, housing, disability or similar;
• Demonstrated knowledge of issues affecting LGBTIQA+ people, including through an anti-racist and intersectional lens.
• Experience providing 1:1 support to people who are experiencing distress;
• Ability to work collaboratively with a team to provide community-based support;
• Highly developed interpersonal skills with demonstrated ability to communicate effectively, both written and verbally, with people from a wide range of professional and cultural backgrounds.

Desirable

• Direct experience working in a family violence setting including a detailed knowledge of the MARAM framework;
• A strong understanding of what it means to take an antiracist and intersectional approach to your work;
• Lived experience of navigating the mental health, and/or family or intimate partner violence sectors as a service user, support person or carer.

To find out more and apply

Click "Apply Now" to submit an application.

Please make yourself familiar with Switchboard’s purpose and programs by visiting our website at www.switchboard.org.au.

Please carefully review the selection criteria for this position, which you should systematically address in your application (both essential and desirable criteria – 2 pages maximum), along with a resume and cover letter.

NOTE: Applications that do not address the Selection Criteria will not be considered.

For information, please contact Mengrui Li (Rainbow Door Practice Lead)

Email: [email protected] using the subject line: Rainbow Door Case Managers enquiry via EthicalJobs

Switchboard Victoria is committed to supporting diversity and inclusion in our workforce and will consider all qualified applicants, regardless of sex, gender, gender identity or expression, age, disability or national origin.

Switchboard values diversity and is committed to the principles of cultural and ethnic diversity, social inclusion, and anti-racism. We promote a workplace that actively seeks to welcome and value unique perspectives. Switchboard especially welcomes and encourages applications from people who are Aboriginal and/or Torres Strait Islander; trans, gender diverse or intersex; disabled; carers; live with HIV, are culturally and linguistically diverse (CALD), People of Colour or People of Faith.