Team Leader

About Gladstone Women’s Health Centre 

Gladstone Women’s Health Centre (GWHC) is a highly respected, not-for-profit charity organisation overseen by a management committee comprising women with diverse skills, qualifications, and dedication to lead the organisation’s direction and success over time.

Established in 1992, the organisation has remained committed to its founding goals of empowering and improving the overall health and wellbeing of women of the Gladstone Region, while growing to be the leading support organisation for women; especially those who have experienced or are at risk of experiencing domestic and family violence, and sexual abuse.

Purpose of Position 

The position of Team Leader is integral to driving excellence and ensuring the delivery of high-quality service by our dedicated Counsellors. This role requires effectively navigating intricate and challenging situations with finesse while also demonstrating robust administrative and organizational skills. As the Team Leader, you will provide strong leadership, guidance, supervision, reporting, and support to our team of specialist case managers (counsellors), in strict accordance with the Queensland government service standards governing the delivery of domestic and sexual violence support services. Furthermore, as part of your responsibilities, you will be expected to proactively establish partnerships with various agencies to guarantee that our clients have effortless access to the critical resources and services they require.            

Key Responsibilities 

Service Delivery

• Provide day-to-day support to a team of specialist staff.
• Ensure service delivery coverage, including intake, case management, crisis housing, refuge, and High-Risk during periods of high demand and staff planned or unplanned leave.
• Work with and deliver case management to x-x clients and provide support, accurate information, advocacy, support, referral, and resources to women and children who are experiencing or who have experienced family violence.
• Contribute to continuous quality improvements across our workforce to ensure services result in a positive service outcome for women and children.
• Understand organisational performance requirements and ensure staff can achieve their best to meet funding requirements and deliver quality client outcomes.

Leadership

• Provide leadership and management, including coaching, mentoring, education, and supervision to staff to ensure GWHC provides high-quality case management services that are gender-informed, strengths-based, systemic, culturally sensitive, and trauma-informed.
• Support the team in working within a client-centered case management practice and developing evidence-based interventions with women and children from diverse backgrounds that reflect their needs while aiming to promote safety, independence, resilience, and enhanced quality of life.
• Supervise the case management process, ensuring clients receive appropriate support and services.
• Provide guidance on complex cases and assist team members in developing and implementing effective intervention strategies.
• Ensure all client interactions are documented accurately and confidentially.
• Ensure compliance with all relevant regulations, policies, and ethical standards.
• Implement quality assurance processes to monitor and improve service delivery.
• Prepare and submit reports on program activities, outcomes, and compliance.
• Actively contribute to the leadership of the organisation by being a solution focussed leader and developing, maintaining and role modelling a positive workplace culture.
• Lead and participate in other projects/ activities 
• Conduct regular team meetings to provide updates, share information, and address issues.
• Project and promote the image of the Centre as being efficient, courteous, and client/customer-based focus.
• All staff employed by the Centre will be privy to sensitive and confronting conversations regularly. In addition to the training and support provided by the employer, the incumbent will have to be mindful of their own personal wellbeing. 
• Commit to supervision and professional development.
• Ensure the integrity of data and information available to clients and centre staff while adhering to client confidentiality and privacy principles.
• Participate in developing a supportive and safe working environment, including clear communication paths and consultative decision-making processes.

People Management

• Ensure case managers have an appropriate caseload and ratio of clients.
• Participate in the recruitment, induction, professional review and development, supervision, and staff retention.
• Ensure that individuals are valued and respected and that care initiatives aim to promote independence and client self-determination.
• Model behaviours that reinforce open, honest and professional communication with stakeholders and peers.
• Effectively communicate with different levels of Centre employees.

Reporting

• Ensure compliance with relevant data reporting, legislation, policy and procedures, and practice guidelines.
• Consult with the Practice Manager about complex client issues, staff, and organisational issues.
• Advise on any identified risks and work toward mitigating them.
• Collate client feedback.

Teamwork

• Commitment to evaluation and monitoring and contributing to evidence-based service improvement.
• Positive involvement and contribution in Centre team meetings.
• Contribute to the tone and culture of the Centre, model and promote team-based values and behaviours and continually seek to enhance the capability and qualitative aspects of the Centre. 

Selection Criteria/Skills and Knowledge

Essential

• Tertiary qualifications in Psychology, Social Work, Counselling or other recognised qualifications under the Health Professional Award, or similar recognised disciplines.
• Excellent communication and interpersonal skills to build rapport and foster harmonious and collaborative relationships with internal and external stakeholders.
• Demonstrated aptitude toward leadership and a commitment and skills to provide individual, peer, and group supervision, debriefing, and self-care practices.
• Thorough understanding of case management practice informed by a gender analysis or violence against women and children, the impact of trauma, human rights, and feminist theory.
• High-level ability to provide advice and direction for staff on complex matters, including crisis intervention, comprehensive risk assessments, and safety planning, timely and considered decision-making, and planning to respond to client’s needs in a trauma-informed manner.
• Ability to interpret and understand multiple levels of legislative documents.
• Ability to manage stressful work environments, including exposure to people who have experienced abuse, trauma, and neglect.
• Excellent organisational skills, including problem-solving and time management. 
• Experience in working with personal and sensitive information and maintaining confidentially.
• Proficient in Microsoft Office skills such as Word, Excel, PowerPoint, and Outlook.
• Current driver’s licence.

Desirable 

• Previous experience in Human Services Quality Framework

Governance

• Understanding the Domestic and Family Violence Protection Act 2012, Child Protection Act 1999, and Child Protection Reform Amendment Act 2017.
• Understanding the definitions and provisions of domestic and family violence in the Family Law Act 1975.
• Understanding the Domestic and Family Violence Services practice principles, standards, and guidance. 
• Understanding the Domestic and Family Violence Information Sharing Guidelines 2017 and Information Sharing Guidelines 2018.   
• Ensuring the integrity of data and information available to clients and centre staff while adhering to client confidentiality and data privacy principles.
• Compliance with the GHWC’s Code of Conduct.

Workplace Health and Safety (WHS) 

• All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct.  
• WHS responsibilities are applicable to positions as outlined in the GWHC WHS policy.
• These include general staff responsibilities as well as additional responsibilities that apply to Managers, Supervisors and other Personnel.