Call Center Specialist

Call Center Specialist role at Whizdom

Base pay range: A$55.00/hr - A$65.00/hr. This range is provided by Whizdom. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

The Client Assist Contact role is telephone based and supports regional locations across Australia through the provision of responsive intake, triage and referrals to regional offices for allocation. Clinicians work in a rostered 24/7 environment across 7 days within a hybrid work from office/home model providing over the phone clinical services.

Your work will be phone based and will include a combination of intake, assessment and triage, the provision of immediate clinical mental health support and, referral to state-based specialist and crisis case management services.

You will be supported through the provision of ongoing learning and development opportunities and funded clinical supervision.

• Currently hold or ability to obtain a Working with Vulnerable People registration
• Currently hold or ability to obtain a Working with Children check
• Qualifications as a registered Psychologist / Occupational Therapist / Registered Nurse with full AHPRA registration
• Social Worker with membership of the Australian Association Social Workers (AASW) on commencement
• A Masters-level counselling qualification and registration with PACFA as a Registered Clinical Counsellor or with ACA at Level 3 or Level 4
• The successful candidate will be required to obtain and maintain a minimum Baseline Vetting (AGSVA) security clearance

• Excellent interpersonal skills with competency in the provision of trauma informed, holistic, client centered intake, assessment and brief intervention with vulnerable clients
• Ability to complete clinically appropriate intake assessment and documentation with formulated risk assessments which are tailored, appropriate, and actioned in accordance with presenting risk
• High level of written and verbal communication skills
• Sound judgement and the ability to respond to critical incidents in a calm and timely manner
• Excellent IT skills and the ability to confidently navigate IT equipment and software

• Undertake various shifts across 24 hours, 7 days a week providing high quality clinical services including risk assessment and intervention, intake and referral, and evidence based individual single session counselling to eligible clients
• Ensure compliance with clinical practice policy, including the mandated use of specific clinical forms/templates (e.g., Intake Document, Risk Assessment and Management Plan documentation)
• Provide high quality clinical services including risk assessment and intervention, referral, evidence-based individual, couple and family counselling, and case management to eligible clients in order to achieve outcomes identified in care planning
• Using the Client Management System, maintain confidential files for each client that include session progress notes, care plans, risk assessment, and additional client interactions
• Schedule and attend Continuing Professional Development (CPD) activities, including clinical supervision, to maintain professional registration
• Adhere to relevant legislation, ethical guidelines and policies pertaining to best-practice client care
• Liaise and attend regular meetings with the Assistant Director and other Clinicians to review client cases
• Liaise with clients' family members and additional treatment providers and/or others to coordinate care
• Apply the principles of cooperative and safe working practices consistent with APS Values

• A$55-65 per hour (inc Super)
• 12-month contract
• Melbourne

Please upload your resume to apply. We will be in touch with further instructions for suitably skilled candidates. Please note that you will be required to complete selection criteria to complete your application for this role.

Call George Wright on 0480 011 549 or email georgew@whizdom.com.au for any further information.

Candidates will need to be willing to undergo pre-employment screening checks which may include, ID and work rights, security clearance verification and any other client requested checks.