1

The Salvation Army – Australia Eastern Territory
Save Souls, Grow Saints and Serve Suffering Humanity

POSITION DESCRIPTION – TELEPHONE COUNSELLOR

CENTRE:DIVISIONAL HEADQUARTERSDIVISION:SOUTH QUEENSLAND

REPORTS TO:Manager of Salvo Care Line BrisbaneDIRECT REPORTS:Nil

POSITION PURPOSE & DESCRIPTION:Provide telephone counselling to clients suffering crisiswith a person centred and unconditional positive regard approach to all people observing confidentiality at all times and in line with TSA Mission.

ARMY MISSION STATEMENT:All employees are expected to demonstrate empathy towards the Army’s mission, which is ‘The Salvation Army, an international movement, is an evangelical branch of the universal Christian Church. Its message is based on the Bible and its ministry motivated by the love of God. The mission is both spiritual and practical, encompassing the preaching of the Gospel of Jesus Christ and the alleviation of human suffering and distress without discrimination. Employees are required to ensure their performance and behaviourreflects and upholds the principles of the Army’s mission.

CLASSIFICATION: Social Community Home Care and Disability Services Award – Level 3 (Social) – Part Time Permanent 20 Hours per week on 24 hours rotating roster (Monday to Friday)

MAIN ACCOUNTABILITIES / PERFORMANCE MEASURES
Counselling Telephone
Provide supportive counselling, initial crisis assessment, information and referral. /
  • Effective counselling, initial risk and crisis assessment, emotional support, information and referral is demonstrated in accordance with the Salvo Care Line model.
  • Adheres to the Salvo Care Line Policy and Procedures and Code of Ethics at all times.
  • Counselling documentation and reports are maintained and up to date.
  • Spiritual and Emotional needs of the client group are identified and addressed in a consistent and sensitive manner
  • Promptly attends to telephone calls generated by clients.
  • Evidence of supportive relationships with clients within the values and ethos of TSAand SCL Code of Ethics
  • Awareness and commitment to protocols and confidentiality in dealing with clients and demonstrates solid understanding of TSA policies and procedures as they relate to area of responsibility is demonstrated.
  • TSA Core values and behaviours demonstrated in all work related activities and actively employs these principles.
  • Demonstrates on a continual basis a commitment to assisting and supporting Corps Officer, Volunteers and other staff in all workplace activities

Professional Development
  • Participate in team activities, training, supervision and staff meetings when scheduled and demonstrate a supportive approach to other staff members and volunteers who contribute to Salvo Care Line.
/
  • Attain 40 professional development points (in a full year) according to the Salvo Care Line training program
  • Participate in monthly group supervision
  • Participate in peer supervision sessions and shift supervision on a monthly basis with volunteer counsellors.
  • Assist in the support and evaluation of trainees whilst they are undergoing practical training.
  • Perform direct supervision and feedback to volunteer counsellors regarding counselling practice.

Administration
Maintaincounselling documentation, records, reports and data collection. /
  • Data collected and information provided is accurate and comprehensive and provided within appropriate timelines for both The Salvation Army and relevant funding bodies.
  • Keep accurate statistics and records in the computer system as chosen by TSA.
  • Daily reporting of outcomes on any crisis calls and action taken

Team Support
  • Participates in team activities, attends staff meetings when scheduled and demonstrates a supportive approach to other staff members which contributes to the overall team effectiveness.
/
  • Evidence of strong relationships with team members (staff, volunteers and other persons involved in Salvo Care Line) which assists in building a cohesive workplace.
  • Demonstrates on a continual basis, a commitment to assisting and supporting colleagues in all workplace activities.
  • Regular attendance at monthly staff meeting and monthly team events

OH&S
  • Occupational Health and Safety obligations in line with TSA Policy & Procedures & relevant legislation.
/
  • Appropriate behaviour is evidenced in day to day work activities which does not endanger oneself or fellow workers.
  • Participation in communication meetings and any organised OH&S training events.
  • Does not use defective tools or equipment.
  • Reports all unsafe conditions, practices and hazards
  • Ensure and maintain a healthy standard of cleanliness and tidiness of the telephone counselling operations room and kitchen

Personal Attributes & Continuous Improvement
  • Maintain and develop personal knowledge in area of expertise
/
  • Observe confidentiality and integrity in all aspects of Salvo Care Line operations
  • Participates in regular performance appraisal, consistent with TSA policy
  • Always searching for better ways and strives for best practice.
  • Seeks new ideas and embraces, adapts to change.
  • Encourages others in the team to balance SCL mission and values with their personal values/agenda.

ESSENTIAL REQUIREMENTS:

  • An uniformed Salvationist of good standing within their Corps or a fully committed Christian, active and of good standing within their own denomination and willing to represent The Salvation Army accurately and with integrity
  • A commitment to the Christian faith and mission of The Salvation Army. An ability to offer pastoral assistance, to offer prayer and to explain the Christian Gospel
  • Professional qualifications essential to working as a crisis telephone counsellor, ideally this would be degree (or similar) qualifications
  • To be able to integrate counselling theory and skills with theology consistent with the ethos of The Salvation Army.
  • A demonstrated commitment to the continual upgrading of skills and knowledge through supervision and training both internal and external
  • The ability to ensure accurate and appropriate documenting counselling and administrative systems are written and filed.

OTHER RELEVANT INFORMATION:

  • Computer skills in a Windows environment
  • Demonstrated capacity and willingness to work in a team environment

SKILLS & BEHAVIOURS:

  • The ability to listen to and respond to people in crisis and demonstrates a sound knowledge across all key areas of counselling with professional competence relevant to the role.
  • Employs active questioning and listening skills over the telephone to confidently diagnose and solve clients’ problems and develop relationships.
  • Ability to relate to people at differing levels of society regardless of their worldview or cultural heritage.
  • Strong problem solving, decision making and evaluation skills.
  • Effective listening skills even in most difficult situations, consistently leaving the client with the message that they have been heard and understood.
  • Excellent written and oral skills with a demonstrated ability to be clearly understood by distressed persons over a long period of time
  • Display an empathic understanding of a clients viewpoints and the impact of this on action suggested.
  • Demonstrated commitment to quality customer service and continuous improvement strategies
  • Employs active questioning and listening skills over the telephone to confidently diagnose and solve clients’ problems and develop relationships.
  • Assesses information and accurately determines anomalies, trends or potential area of concern by probing before initiating action.
  • Comprehensive understanding and commitment to the ethics of the counselling professions and monitors compliance to these.
  • Ability to work independently and as a part of a multi-disciplinary team
  • Energetic and flexible with a positive attitude.
  • Defines and solves complex problems relating to the work role; evaluates options and makes sound recommendations.
  • Ability to critically reflect on professional practice and attitudes.
  • Actively seeks out and accepts feedback from different sources about individual strengths and weaknesses; invests time and effort to learn and build on knowledge and skills.
  • Works efficiently and maintains positive outlook under significant pressure and manages high levels of setbacks, criticism and tension.
  • Sound computer literacy.

EXPERIENCE:

  • Practical experience in crisis telephone counsellingfor a minimum period of 12 months.

KEY RELATIONSHIPS/INTERACTIONS (Diagram could be included)

Relationship with WhoWhy

Salvo Care Line – Manager Accountable, advice, support, feedback and reporting as required.

TSA Corps and External PartiesAssist in effectively representing SCL within TSA and with relevant external parties

Staff Members and VolunteersBuilding sound working relationships with all personnel to assist in undertaking role and providing support

ClientsSupport and advice

We have carefully reviewed the Position Description and are satisfied that it fully and accurately describes the requirements of the position.

Manager/Officer:______

Date: ______

I have read this document and agree to undertake the duties and responsibilities as listed above.

I acknowledge that:-

  • This Position Description details the accountabilities of the role and provides an indication of the current duties and task that I may be required to undertake. Additional or other duties may from time to time be allocated in order to fully meet the responsibilities of the role.
  • The measures where included in this document are indicative and will be reviewed with me on an annual basis and that my performance will be assessed against these measures.

Occupant

Name:______Signature:______Date:______

Telephone Trauma Counsellor