Rainbow Door Manager

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 Manager

Organisation: Switchboard Victoria (Inc)

Employment Type: Full time (76 hours per fortnight) – 6-month fixed-term contract

On call on some weekends, occasional weeknight and weekend work paid at penalty rates

Classification/Remuneration: Social and Community Services Employee, Level 8 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

Other offices of Switchboard Victoria in Melbourne’s inner north

Switchboard has a hybrid work policy, some remote work is permitted.

Applicants must:

• Reside in Melbourne;
• Reside in greater Victoria and be willing to commute to Melbourne on work days, or
• Be willing to relocate to Melbourne on successful appointment.

Reports to: Director of Services

Direct reports: Rainbow Door Practice Lead

About Rainbow Door

Rainbow Door is a specialist LGBTIQA+ helpline providing Information, support, and referral to LGBTIQA+ Victorians, their friends and family. The service provides support, assessment, short-term case management and referrals to safe services to help address issues including suicidal thoughts, family and intimate partner violence (including elder abuse), housing, AOD, relationship issues, sexual assault, legal issues, social isolation, mental health and wellbeing.

Rainbow Door operates from 10:00 am – 5:00 pm, 7 days a week through phone, email, and text services. Rostered Team Leader and Helpline shifts are 9:30 am – 5:36 pm.

Position Overview

The Rainbow Door Manager provides clinical and operational oversight of the Rainbow Door service at Switchboard Victoria. They will possess strong leadership skills that will support the development and maintenance of a positive, supportive, and respectful team culture.

The Rainbow Door Manager will lead the team to provide best practice service delivery to the LGBTIQA+ communities in Victoria. Operationally, they will provide support and supervision to Team Leaders, oversee service delivery, ensure the program meets the requirements of the program service agreement and service standard requirements. They will participate in case allocation, monitoring and review processes and actively foster relationships across sectors to develop referral pathways.

The Rainbow Door Manager will also hold a strategic vision for the service that aligns to the strategic plan of Switchboard Victoria. The Manager will work collaboratively within the organisational leadership team and contribute to organisational wide service delivery strategy.

Critical to this role is to have a complex and intersectional understanding of the issues faced by the lesbian, gay, bisexual, transgender and intersex (LGBTI) communities and specifically those living with or impacted by family or relationship violence, poor mental health, isolation and suicidality.

Key roles and responsibilities

Leadership 

• Provide positive leadership and role model professional, supportive and respectful behaviour to all team members and stakeholders 
• Develop and maintain a positive, safe, and cohesive team environment. 
• Adhere to, implement and ensure program staff understand and implement, Switchboard’s policies and procedures, and abide by Switchboard’s Code of Conduct.  
• Provide leadership to guide service development 
• Provide regular 1:1 supervision to Team Leaders that is supportive, person-centred, constructive, supports skill and knowledge development and quality service provision. 
• Represent Switchboard and/or Rainbow Door at external meetings, forums or events. 
• Participation in strategic planning activities for Switchboard and Rainbow Door 
• Management and reporting of program budget 
• Lead accreditation and quality and improvement processes 
• Represent Switchboard at external events (meetings, workshops, forums and conferences) as required. 
• Develop and maintain positive and professional relationships with stakeholders.  
• Networking, collaboration and stakeholder management with partner organisations, referral agencies and funders 
• Work collaboratively with the Switchboard leadership team.  
• Support the recruitment. induction, development, review and management of program staff. 

Service Provision 

• Maintain a working knowledge of the Rainbow Door practice framework 
• Service development planning and activities  
• Development of policies and procedures to guide best practice service delivery  
• Implementation and oversight of client management systems 
• Participate in client allocation and review processes with the Rainbow Door Manager and Team Leaders. 

Administrative/Other Duties 

• Development of relevant program reports 
• Managing the preparation of tenders and submission 
• Attend to the administration, coordination and rostering of Rainbow Door. 
• Stay updated on organisational and sector information, resources, and literature 
• Ensure the maintenance of accurate client records and program data. 
• Other duties consistent with the position where required and/or requested by the Director of Services or CEO. 

Key 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 the Equal Employment] 
• Relevant tertiary qualification in health of community services, such as social work, psychology or counselling or demonstrated comparable workforce experience  
• Experience in leading a program that is comparable to the size and scope of the Rainbow Door, with demonstrated leadership skills including the ability to manage a program, monitor performance, empower staff and develop a positive team culture. 
•  An understanding of contemporary health service management and an ability to apply them (e.g. risk management, financial management, project management, the development of quality systems and clinical governance).  
• Experience in developing and maintaining partnership with service providers, government and other internal/external stakeholders, to enhance service delivery and build sector capacity.  
• Demonstrated experience in managing program budget and meeting funding, target, quality, and other reporting requirements. 
• A strong understanding of what it means to take an antiracist and intersectional approach to your work.

Highly Desirable

• Experience working on a helpline.

To find out more and apply

Please carefully review the selection criteria for this position, which you should systematically address in your application (this does not have to be in a separate document), which should also include your resume listing all relevant employment and volunteer experience and qualifications.

How to apply:

Please use this form to apply with a resume, cover letter and document addressing the essential selection criteria above.

Contact: For more information on the role please contact Jenna Tuke (CEO) [email protected] or Anna Bernasochi (Acting Director of Services) [email protected], using the subject line: Rainbow Door Manager 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 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 and/or People of Faith; identify with having lived experiences of suicide and mental ill-health. 

Find out more about working at Switchboard at switchboard.org.au.