Switchboard Victoria (Inc) – Saint Kilda VIC
Full-time (76 hours per fortnight) – 12-month fixed-term contract (on-going based on funding)
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 ****.
Tax benefit available from salary sacrifice, package of up to $15,899.
Location:
Other offices of Switchboard Victoria in Melbourne's inner north
Switchboard has a hybrid work policy; some remote work is permitted.
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, information and referral and short-term case work. Rainbow Door provides support to LGBTQIA+ community members who are seeking assistance for issues including: family and intimate partner violence (including elder abuse), mental health and wellbeing, suicidal thoughts, transphobic and homophobic violence and discrimination, family and relationship matters, sexual assault, housing, alcohol and other drug use, legal problems and social isolation.
Rainbow Door operates from 10:00 am – 5:00 pm, 7 days a week. 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, high performing and respectful team culture.
The Rainbow Door Manager will lead the team to provide best practice service delivery to LGBTIQA+ communities in Victoria. Operationally, they will oversee all aspects of staff management and service delivery. The Manager will provide support and supervision to Practice Leads and some Team Leaders, oversee service operations, ensure the program meets the requirements of the funding agreement and service standard requirements. They will oversee all aspects of operational management including people leadership, rostering, 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 an advanced and intersectional understanding of the issues faced by the lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) 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 effective leadership and oversight to all staff at the Rainbow Door
Ensure high quality, safe, effective service responses which are aligned with Switchboard's intersectional and anti-racist practice frameworks
Develop and maintain a positive, safe, and cohesive team setting
Monitor alignment and ensure compliance with relevant practice standards and frameworks
Lead accreditation and quality and improvement processes
Develop and maintain positive and professional relationships with stakeholders including government, partner organisations and community agencies
Provide regular 1:1 supervision to Practice Leads and Team Leaders that is person-centred and supports skill and knowledge development and quality service provision
Oversee the recruitment. induction, development, review and management of program staff.
Adhere to, implement and ensure program staff understand and implement, Switchboard's policies and procedures, and abide by Switchboard's Code of Conduct
Participation in strategic planning activities for Switchboard and Rainbow Door
Work collaboratively with the Switchboard leadership and executive teams.
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 work allocation and review processes with the Rainbow Door Practice Leads 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, Director or CEO.
Key Selection Criteria
Applicant must identify as part of the lesbian, gay, bisexual, transgender, gender diverse, Intersex, queer and asexual communities (LGBTIQA+) [Switchboard has an exception under Equal Employment]
Relevant tertiary qualification in health or community services, such as social work, community development, psychology, counselling or other allied health
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 and service provision and facilitate development of a positive team culture
Demonstrated knowledge of contemporary health service management and ability to apply skills in risk management, financial management, project management, the development of quality systems and clinical/practice 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 in leadership or direct practice on a helpline.
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,disabilityor national origin.Switchboard especially welcomes and encourages applicationsfrom 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.
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📌 Rainbow Door Manager (Melbourne)
🏢 Switchboard Victoria
📍 Melbourne