Islamophobia Support Service Coordinator

• Project: ICV Islamophobia Support
  
• Employment Status: Part-Time (0.6 EFT) – Fixed term (Till Mid-2023)
  
• Reports to: ICV General Manager
  
• Work Location: Remotely working from home and at ICV Office: Level 1, 372 Spencer Street, West Melbourne
  
• Remuneration: SCHADS Level 4, Pay Point 3 ($41.32) plus superannuation (10%)
  
• Position Contact: Zakaria Wahid, General Manager

The Islamic Council of Victoria

The Islamic Council of Victoria (ICV) is the peak body for Muslim organisations in Victoria. The ICV represents the wider Victorian Muslim community and has more than 75 member organisations located throughout metropolitan Melbourne and regional Victoria.

The ICV’s vision is to build a better community for all Australians through the empowerment of Muslims in Victoria. The ICV aims to fulfil this vision through the provision of advocacy and social welfare services, and in consultation and cooperation with governments, multifaith communities, service providers and wider society. The organisation is firmly committed to providing support for, and protecting the rights of, Victorian Muslims.

Role Purpose

The Islamophobia Support Service Coordinator works within the Islamophobia Support team of the ICV. Islamophobia Support is a specialised community service that functions to:

• Provide information, advice, referrals, and ongoing support and case management to people who have experienced Islamophobia, to help them achieve equitable justice experiences and meaningful outcomes
• Develop and deliver information sessions for communities, service providers, local councils, and schools
• Develop and share resources with Victorian Muslim communities and Muslim Community Organisations to improve awareness about the laws and the reporting and support options

Though the service, Islamophobia Support is focused on collaborating with communities, service providers and other organisations, to deliver a holistic, specialised and culturally responsive service for the wider community. The service also wants to develop its case management processes and community resources, to best support the wider Victorian Muslim community.

The Islamophobia Support Service Coordinator leads the Islamophobia Support service, defining the strategic direction of the service, identifying opportunities and mitigating risks, managing a team of employees, building critical external stakeholder relationships and overseeing delivery of service activities. This role involves delivering individual support through the provision of information, advice, referrals, and ongoing care to people who experience Islamophobia. The Coordinator will adopt an evidence-based, trauma-informed and culturally responsive approach in delivering support and in improving case management processes. The Coordinator will lead the team in working towards outcomes for users of the service, helping people to navigate the various complaints and referral pathways. The Coordinator will additionally work with the team to manage and improve the CRM, input data and maintain case notes. Furthermore, the Coordinator will lead the team in the delivery of information sessions and the development of community resources. The Coordinator will be guided by a theory of change and outcomes framework, and will be required to monitor and evaluate their efforts and outputs.

Key Responsibilities

• Defining service strategic direction, objectives, scope, roles & responsibilities
• Coordinating staff, managing staff schedules and assigning responsibilities
• Identifying opportunities and mitigating risks
• Defining resource requirements and managing resource availability & allocation
• Budgetary planning and management
• Preparing detailed plans, key milestones, workstreams & activities
• Managing delivery and execution of specific projects within the service
• Tracking projects and providing regular reports on project status to project team and key stakeholders
• Writing grant applications and completing grant reports/other requirements
• Building, managing, and maintaining relationships/communication with various external stakeholders
• Providing expert advice on culturally responsive and trauma-informed case management processes
• Delivering specialised and complex case management to people who experience Islamophobia, helping them to navigate the complaints and support options
• Liaising with relevant services within the justice system, mental health sector, legal sector, and community sector to support the provision of information, advice, referrals, advocacy, processes and capability uplift
• Improving the visibility of Islamophobia Support among relevant services and expanding the existing Islamophobia Support referral network of mental health and legal supports
• Participating in regular supervision and critical debriefing sessions
• Managing and improving existing CRM and case management processes, to optimise service delivery to the community
• Leading the design, development, and implementation of community resources
• Leading the co-development and co-delivery of information sessions for communities and service providers
• Demonstrated ability to understand relevant legislation and human rights framework, to understand how Islamophobia is codified in law.
• Deep understanding of the Victorian service system and of Victorian Muslim communities.
• Driving the marketing and promotion of the service, to increase awareness and engagement, as well as utilising social media and relevant metrics
• Measuring, monitoring and evaluating all service activities

Key Selection Criteria

Technical Expertise

• Deep knowledge of trauma-informed practice, client practice approaches and frameworks, and case management processes.
• Demonstrated ability to independently provide effective and holistic case support to diverse communities.

Skills and Knowledge

• Leadership experience: Strong and confident capability to lead a team of employees, communicate effectively, motivate individuals, handle and delegate responsibilities, listen to feedback, and have the flexibility to solve problems in an ever-changing workplace
• Written and verbal communication: Confident establishing and maintaining relationships built on sincerity, trust, and respect. Confident communicating with a broad range of people (verbal and written), including specific procedural and legislative information. Ability to maintain records to a high written standard, ensuring up-to-date case notes and association, ensuring privacy and confidentiality standards are maintained.
• Service optimisation: Confident developing and refining specialised processes, systems, and guides to support service operations.
• Understand how to navigate the system of relevant support services

Personal Qualities

• Empathetic and respectful: Demonstrates an understanding of the rich diversity within the wider Victorian Muslim community and the importance of cultural responsiveness.

Skills and Experience

• Demonstrated ability to communicate and apply effective interview techniques to sensitively gain information from people who access the service. Ability to manage and respond to sensitive and complex experiences in a complicated environment.
• Demonstrated ability to effectively liaise, advocate and negotiate with relevant services and agencies.
• Deep understanding of the different support needs of people impacted by Islamophobia and racism.
• Understand relevant legislation and the legal protections against racism and Islamophobia
• Understand the human rights frameworks relating to vilification and discrimination
• Self-awareness: Ability to reflect on practice, ensuring service delivery serves the best interest of the client.
• Self-management: Possesses excellent organisational skills and is confident working independently. Ability to manage and implement activities in an effective and efficient way. Confident identifying and implementing the most appropriate course of action in sensitive or complex situations.
• Monitoring and evaluation: Ability to monitor and evaluate outputs and activities, in alignment with the developed outcomes management framework.
• Analytical: Demonstrates commitment to assessing, planning, implementing and evaluating effective service delivery.
• Diligent and adaptable: Demonstrates perseverance to work efficiently, energetically and to cope with setbacks and challenges.

Qualifications

A tertiary qualification/s in social work, psychology, law, social sciences or other relevant area, or relevant experience in the social service or community sector.

The ICV is an inclusive workplace that embraces diversity. We are equal opportunity employer.