Remuneration: SCHADS Award Level 3, depending on qualifications and experience, plus applicable shift penalties and allowances.

Shift Work: Rotating roster across a 24/7 operation, Monday to Sunday, including mornings, afternoons, overnight shifts and weekends.

Key Responsibilities

Position Purpose The Program Officer supports participants in their day-to-day residential rehabilitation journey and helps maintain a safe, structured and supportive environment at the Transformation Centre.

Working directly with participants, Program Officers support daily routines, approved transport, accommodation arrangements, program attendance and community duties. They reinforce Centre rules and expectations consistently and respectfully, promoting responsibility, positive behaviour and engagement in recovery.

Program Officers maintain a visible presence across the Centre, observe changes in participant behaviour or wellbeing, share relevant information with Case Workers and Shift Supervisors, and respond to or escalate safety concerns. They provide practical support and supervision; they do not undertake Case Worker responsibilities or provide counselling or clinical treatment.

Program Officers organise, supervise and work alongside participants undertaking community duties as part of the rehabilitation program. The Facilities Team identifies appropriate property-related tasks and provides technical and safety guidance; Program Officers remain responsible for coordinating participant groups and overseeing completion. Other facilities assistance is secondary to participant needs and shift priorities.

Key Responsibilities

Participant Support & Daily Living

- Provide practical, respectful support to participants throughout their daily routines and residential experience.
- Prepare rooms and cabins for new admissions, departures and approved room moves; ensure accommodation is clean, ready and appropriately equipped.
- Provide approved participant transport to and from appointments and authorised destinations as allocated.
- Build trusting, supportive relationships with participants while maintaining clear professional boundaries, recognising the limits of the role and ensuring relationships remain appropriate, respectful and focused on participant wellbeing and recovery.
- Assist participants to understand and follow their responsibilities for accommodation, shared spaces and community living.
- Administer and document participant medication in accordance with Centre procedures, training and authorised responsibilities.
- Conduct and document drug and alcohol testing in accordance with Centre procedures.

Program Engagement & Community Duties

- Encourage and support participant attendance at program sessions, activities and scheduled commitments.
- Organise participants into suitable groups, allocate and explain community duties, work alongside participants, supervise safe completion and check the standard of work.
- Present community duties as a meaningful part of the rehabilitation program that builds routine, teamwork, responsibility, practical skills and contribution to the community.
- Coordinate participant community duties across shared-area cleaning, kitchen and dining tasks, accommodation upkeep and appropriate property-based activities. Seek Facilities Team guidance on property priorities, equipment and technical safety requirements.
- Reinforce strategies and expectations agreed by Case Workers without undertaking case management or therapeutic interventions.

Safety, Supervision & Centre Standards

- Maintain an active, visible presence and reinforce Centre rules, routines, curfews, approved movements and behavioural expectations fairly and consistently.
- Conduct required safety, security, visitor, accommodation and participant checks in accordance with Centre procedures.
- Conduct regular and scheduled participant room and cabin checks in accordance with Centre policies and procedures, ensuring accommodation standards are maintained, safety concerns are identified and any breaches or issues are appropriately documented and escalated.
- Comply with the Centre’s Raptor Attendance Policy and associated procedures, ensuring visits are appropriately managed, participant interactions are supervised as required,



and concerns, incidents or breaches are promptly documented and escalated.
- Apply trauma-informed, culturally safe and respectful approaches while maintaining clear boundaries and accountability.
- Follow safeguarding, incident reporting, emergency response, WHS, medication and drug and alcohol testing procedures within training and authorisation.

Participant Observation & Team Communication

- Observe participant wellbeing, behaviour, mood, engagement and conduct during everyday interactions, responding calmly to immediate concerns and escalating risks promptly.
- Communicate relevant observations, positive progress and emerging concerns promptly and factually to Case Workers and Shift Supervisors.
- Recognise that participants may disclose sensitive or concerning information during everyday interactions. Listen respectfully, explain the limits of confidentiality, and promptly share information relevant to safeguarding, participant wellbeing or the safety of employees and the wider community through the appropriate reporting channels.
- Follow agreed participant support strategies and operational directions, while referring case management or clinical questions to appropriately qualified colleagues.
- Complete accurate, timely shift notes, incident reports, movement records and handovers, communicating outstanding actions and escalating concerns to Shift Supervisors.
- Work collaboratively with Case Workers, Admissions & Referrals, Shift Supervisors and other teams to support consistent participant care and Centre operations.

Facilities & Property Support – As Time Permits

- Identify and report maintenance issues, hazards and defects, including through MaintainX where required.
- Assist with minor grounds or property tasks, outside scheduled community duties, only when participant needs, shift coverage, safety and operational priorities permit.

Culture, Values & Ways of Working Every employee plays an important role in shaping the culture of the Transformation Centre. Our culture is reflected in how we behave, communicate, make decisions and interact with participants, colleagues and others. Every employee is responsible for bringing our Values to life through their everyday actions.

Employees are expected to

- Live our Values. Consistently demonstrate the Centre’s Values, Code of Conduct, policies and Ways of Working through everyday actions and decisions.
- Take ownership. Demonstrate integrity, accountability and reliability. Follow through on commitments, acknowledge mistakes and take responsibility for their actions.
- Show care and respect. Treat participants, colleagues and others with dignity, empathy and professionalism, maintaining appropriate boundaries and confidentiality.
- Contribute to safety. Support a physically and psychologically safe, trauma-informed environment where people feel comfortable raising concerns and seeking support.
- Communicate constructively. Listen to understand, communicate openly and respectfully, and address concerns appropriately rather than allowing issues to escalate.
- Work as one team. Collaborate, support colleagues, share relevant information and contribute to a consistent and positive participant experience.
- Keep learning and improving. Be open to feedback, reflect on personal behaviour and its impact on others, and actively contribute to continuous improvement.

Ultimately, everyone contributes to the Centre’s culture, regardless of their position, through how they behave, the choices they make and the way they treat others. Skills, Qualifications & Experience

Essential – What You Need to Succeed in This Role

- Experience in participant-facing support, residential services, community services, youth work, corrections, youth justice, custodial or community-based justice services,



hospitality or a related practical service environment.
- Ability to build positive, professional relationships with participants, maintain boundaries and reinforce routines and expectations consistently and respectfully.
- Sound judgement in managing participant disclosures: maintaining trust and professional boundaries while recognising when confidentiality must give way to appropriate reporting, safeguarding and safety escalation.
- Robust observation, communication and judgement skills, including recognising changes in participant wellbeing and promptly sharing concerns with Case Workers or Shift Supervisors.
- Ability to work collaboratively on rotating shifts, follow instructions and handover procedures, complete accurate records and respond calmly to challenging situations.
- Ability to organise participant groups and supervise community duties, support daily living and accommodation arrangements, and assist with approved transport and appointments.
- Understanding of confidentiality, safeguarding, workplace health and safety, professional conduct and the limits of the Program Officer role (not counselling or case management).

AOD Qualification & Practice Capability

- A relevant Certificate III or IV (or higher) in Community Services, Alcohol and Other Drugs, Mental Health, Youth Work, Justice or a related discipline is desirable, not an essential requirement for this hands-on role.
- Awareness of AOD recovery, trauma-informed and culturally safe practice, and the importance of respectful, person-centred support; willingness to undertake Centre-specific training.
- Ability to accurately document relevant participant information, reinforce Case Worker support strategies and work within the boundaries of non-clinical practice.

Desirable – What Would Be an Advantage

- Experience in residential rehabilitation, therapeutic communities, supported accommodation, corrections, juvenile/youth justice, custodial or community-based justice services, disability or other structured or 24-hour support environments.
- Training or experience in mental health first aid, de-escalation, conflict management or supporting people with complex needs.
- Experience supervising participant community duties, food handling or kitchen close-down, accommodation preparation, approved participant transport or practical group activities.
- Experience with shift reporting, incident documentation, electronic systems or practical participant support.

Mandatory Employment Requirements

- Current First Aid certificate, maintained throughout employment (required for all employees working on site).
- Current CPR competency, with refresher training as required.
- Working with Children Check where legally required for the duties performed, and any other applicable employment screening or clearances.
- Current driver licence appropriate to allocated participant transport duties, and any additional licence, registration or competency legally required for assigned tasks.
- Completion of the Centre’s mandatory induction, safeguarding, WHS, emergency response and role-specific training.

What Success Looks Like A successful Program Officer:

- Helps participants feel supported while reinforcing clear rules, routines and accountability.
- Ensures accommodation preparation, approved participant transport and practical daily living support are reliable, in coordination with the teams responsible for appointments.
- Organises, supervises and works alongside participant community duty groups, ensuring safe completion and reinforcing responsibility, teamwork and contribution.
- Maintains a visible presence and responds appropriately to safety, behavioural and wellbeing concerns.
- Recognises changes in participant presentation and communicates observations promptly to Case Workers and Shift Supervisors.
- Completes shift responsibilities, accurate documentation and effective handovers.
- Works collaboratively, demonstrates sound judgement and maintains professional boundaries.
- Contributes positively to the Centre’s values, culture and safe residential environment.

Most importantly, Program Officers provide the daily structure, practical support and consistent expectations that help participants engage in their recovery and make lasting change.

📌 Program Officer | Residential Rehabilitation (Dooralong)
🏢 Transformation Centre Dooralong
📍 Dooralong