Contact Centre Navigator

**Employment Status**

Permanent Full Time, Permanent Part Time

**Program**

Mental Health Drug and Alcohol Services

**Location**

MH - Mental Health & Wellbeing Local

**Hours Per Fortnight**

0

**Position Summary**
- Play a vital role as the first point of contact at a new mental health service
- Answer incoming calls and assist consumers to navigate the service system
- Multiple Permanent Positions - Full Time or Part time with a - Minimum 0.6 FTE

**About the Facility**

Barwon Health, based in Geelong, Victoria, is one of the largest and most comprehensive regional health services in Australia. Our Mental Health Drug & Alcohol Services directorate provides integrated and recovery oriented mental health, drugs and alcohol assessment, treatment and community support to people of all ages within the Barwon region experiencing, or at risk of experiencing, mental health and drug & alcohol issues, and their families. Our service is internationally recognised for its innovative clinical programs and integrated models of practice that are client centred, accessible and family inclusive. We are fortunate to enjoy terrific internal relationships and have developed excellent partnerships with the local community that provide for seamless integrated care for our clients.

**About the new service**

Committed to transforming mental health for Victorians, we're driven by the Royal Commission's call for ambitious change. Our aim: an empowering mental health system for all in Victoria. Introducing the Greater Geelong and Borough of Queenscliffe (GGQ) Local Mental Health and Wellbeing Service, a collaborative effort by Barwon Health, Watharoung Aboriginal Cooperative Ltd, Wellways Australia, and ERMHA365.

This service is built on positivity, hope, and inclusion. Whether you're a consumer, caregiver, or provider, we start with a warm question: "Welcome, how can we help?" Seamlessly connecting local, area, and wellbeing services, our approach relies on standardized tools, coordinated care plans, and clear digital and physical pathways.

Join us in reshaping mental health support for Victorians, ensuring that anyone seeking assistance is met with compassion and open arms.

**About the Role**

The Contact Centre Navigators, employed by Barwon Health, will provide informed customer service and referral via the GGQ Mental Health and Wellbeing Local digital pathways (1800 #, phone enquiries/ online enquiries) to ensure consumers with mental illness and/or drug and alcohol issues receive courteous, efficient and clinically effective care. A focus of this role is providing person-centred switchboard services across the GGQ Mental Health and Wellbeing Local communication platforms, to guide consumers and their families in navigating the service. As one of the first points of contact for the GGQ Mental Health and Wellbeing Local, a warm and welcoming response is essential, as this first contact is often pivotal in a person’s wish to engage with services on an ongoing basis.
- This position will operate on a rotating roster and require availability for after hours and weekend work._

**Your experience**
- Skilled in working in a consumer focused and customer facing role
- Effective communication and interpersonal skills with the ability to communicate with people at all levels and vary communication style accordingly
- Practice working in an organisation delivering health administration/ and or human services to disadvantaged or disabled people

**What we offer**
- Located in the centre of Geelong's CBD, we also offer an easier commute from the Western Suburbs of Melbourne, rather than travelling across the city
- Flexible working arrangements
- Professional development
- Access to 24/7 employee wellness facility
- Proximity to the Great Ocean Road and the Surf Coast
- Experience the best of the Geelong and Bellarine region
- Attractive salary packaging benefits Living Expenses capped at $9,010 and includes repayments on mortgages, credit cards, personal loans and rental payments / Meal Entertainment & Accommodation capped at $2,650 and includes food and drink consumed in a social or entertainment settings and some accommodation expenditure

**Diversity and Inclusion**

At Barwon Health we are committed to a diverse and inclusive workforce where we value each person’s uniqueness. We embrace diverse life experiences and the perspectives of our people, whilst providing high-quality health care to all members of our community, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexual orientation.

We are strongly committed to the safety and wellbeing of all children and young people. Click here for further information on the Victorian Government’s Child Safe Standards: About Child Safe Standards | Victorian Government

We are also proud to be Totally Smoke Free.

Applicants for this role must be fully vaccinated for COVID-19 and influenza and meet the requirements of the Barwon health immun