• Hours: Full time or part time
• Reports to: Program Manager – Culture in Mind

• Award: Health professionals and support services award 2020 Health professional employee level 3. $42.33 - $48.14 per hour dependent on skills and experience
• Generous salary sacrifice packaging available.          

Organisational Background 

With a vision to build health equity and a mission to deliver, model and influence health and wellness services to create an inclusive and just health system, World Wellness Group (WWG) is a leading health social enterprise based in Woolloongabba, Brisbane. WWG operates the World Wellness Health and Medical Clinic specialising in equitable healthcare for clients from culturally and linguistically diverse backgrounds, including migrants, refugees and people seeking asylum.   

As a social enterprise, or a business with a social mission, WWG works for health equity for all people, regardless of culture, language, visa status or financial capacity. World Wellness Group is a registered health promotion charity, and all profits are used to fund health services for clients or innovative health programs that are not available elsewhere. 

Multicultural Connect Line (MCL) 

The Multicultural Connect Line was established as a telephone helpline and call back service in July 2020 in response to the impact of the COVID-19 pandemic on multicultural communities in Queensland. Since then, the MCL has evolved to a telephone psycho-social support service following integration with the psycho-social support services, Culture in Mind and Culture Care. Culture in Mind provides psycho-social support to people with complex mental health issues and Culture Care provides psycho-social support to people whose mental health is affected due to their role in caring for someone with mental health issues.

The aim of the MCL is to deliver a range of psycho-social supports and brief interventions including psycho-social assessment and supportive telephone counselling. The MCL also focusses on supporting people from multicultural backgrounds across Queensland by offering systems navigation and capacity building to access practical supports within a strengths-based approach to wellness, recovery, social inclusion and participation. 

This position is integral to WWG and delivers innovative, culturally responsive mental health support, psycho-social interventions, supportive counselling, and navigation support over the phone and face to face with adults from multicultural backgrounds in a collaborative and multidisciplinary team setting. The Multicultural Connect Line augments WWG’s Mental Health Services by reaching clients, stakeholders, and services statewide.

The position is part of an integrated team with Culture in Mind and Culture Care who provide individual support and mental health carer supports. The position also works in collaboration with Multicultural Peer Support Workers (MPSWs). 

Position Objective

To work as part of a team offering support to people from multicultural backgrounds via a professional, specialist telephone service by engaging and supporting callers with supportive counselling, making psycho-social assessments, and working with callers by communicating options of support and facilitating appropriate referrals. This includes identifying callers at risk and consulting with the Program Manager as required. 

KNOWLEDGE, SKILLS, AND ABILITIES

Essential 

• Tertiary qualification in allied health, counselling, social work, psychology, occupational therapy or behavioural sciences (relevant overseas qualifications will be considered)  
• Demonstrated experience in evidence-based counselling and support.
• Skills and experience working with people from multicultural backgrounds in psychosocial support settings such as human services and/or mental health settings.   
• Current Blue Card and Police Check or willingness and ability to acquire.  
• Open Qld driver’s license.  

Desirable 

• Experience working in a cross-cultural and inter-disciplinary team setting.
• Language(s) other than English.

Skill requirement

• Collaborative Teamwork: Proven ability to work collaboratively in a team environment, including occasional availability outside standard business hours.

• Communication Skills: Clear communication style, strong phone handling skills and active listening, proficient in writing computerised case notes and preparing brief intervention plans, reports, and other documentation within set timeframes.

• Client Advocacy: Demonstrated understanding of client advocacy and strengths-based frameworks within a social justice context.

• Interpersonal Skills: Well-developed interpersonal skills, including effective communication, negotiation, problem-solving, conflict resolution, and the ability to engage with others in a fast-paced environment.

• Multicultural Mental Health Expertise: Knowledge and understanding of mental health issues in the multicultural population, including high-level expertise in multicultural mental health and the integration of health and human service theory into counselling practice.

• Therapeutic engagement: Application of therapeutic experience to meet the distinct needs of those reaching out for support. This includes identifying and addressing assessed needs; for example, building rapport, reflective listening and understanding that these interventions often build trust and engagement to uncover multiple areas where support can be provided.  Community Resources: Knowledge of services and community resources relevant to the needs of the multicultural population.

• Autonomy: Well-developed time and self-management skills to work with limited supervision while being a collaborative team member.

• Resilience: High level of resilience to work in an environment exposed to high-risk scenarios, including domestic violence, suicide, and significant social disadvantage. Psychosocial Assessment: Responsible for the assessment, communication, and response to psychosocial needs within the context of providing brief interventions. Interdisciplinary Collaboration: Ability to work across an interdisciplinary team delivering clinical and non-clinical mental health and wellbeing supports.

• Care Coordination: Ability to communicate clearly and concisely to facilitate coordination and continuation of care.

• Implement trauma-informed and anti-racist approaches: Skilful support including handovers to other services to support a trauma-informed and anti-racist approach to service delivery.

• Work within a Stepped Care Model: Ability to provide support in a stepped care model within the Brisbane region and support mental health in the context of a rural and statewide multicultural mental health context where there are few support services available to refer to.

KEY RESPONSIBILITIES  

The Multicultural Connect Line Wellbeing Support Coordinator receives and manages calls using online software and, may also provide some face-to-face support when required. The position provides supportive counselling, conducts comprehensive psycho-social assessments taking into account clients’ physical, psychological and social/cultural needs using evidence based therapeutic mental health interventions and develops a case plan. This includes timely reporting with clear communication and handover to the interdisciplinary team.   

A full position description is attached.