About the Health Contact Centre (HCC):

The HCC is part of the Queensland Government’s commitment to addressing the growing demand in health services in Queensland. The HCC operates 24 hours a day, seven days a week delivering confidential telephone assessment and information services to the people of Queensland. The HCC strives to educate and empower people to make informed choices about their health and health care, promoting better health through the delivery of evidence-based clinical practice.  Since its inception, the HCC has expanded to provide a wide range of services that can be access by the public via the phone numbers 13 HEALTH (13 43 25 84), 13 QUIT (13 7848) or online.

On any given day the HCC has approximately 4000 interactions with Queenslanders via multi-channel service delivery models providing primary and preventative health care.

Our staff value collaborative and integrated customer-focused practice while striving to sustain Queensland Health’s core values of caring for people, leadership, respect and integrity, aligned with the Queensland Public Service Code of Conduct.

What we are looking for:

• Demonstrated knowledge and experience in collaborative counselling, referral and education using best practice counselling skills (e.g. Motivational Interviewing, Acceptance and Commitment Therapy, Cognitive Behaviour Therapy, Strengths-based Counselling and Narrative Therapy).
• Excellent communication skills including written and oral communication.
• Strong self-motivator to work independently and efficiently to achieve team and individual goals within a structured call centre environment. 
• Proficient computer skills (word processing programs, email and information databases) including the ability to utilise computer technology to find and record client and service information during client interactions.
• Capacity to contribute effectively to the Health Contact Centre’s clinical and operational performance and workplace health and safety requirements through provision of evidence-based care and information, and adhering to relevant workplace instructions, policies and procedures.
• A non-smoker (including not being a social smoker) for at least 6 months.

Mandatory qualifications and other requirements: 

• Tertiary qualifications, or studying for tertiary qualifications, in counselling, psychology, or social work, are desirable but not essential.
• Due to the extended hours of service operation (8.00am-9.00pm weekdays, 8.30am – 5.00pm weekends)), shift work across hours of operation is a requirement of the role. Shifts offered include daytime and evening and are of 6 and 8.5 hours duration.
• Successful applicants will be required to work a minimum of 40 hours per fortnight.
• Successful applicants will be required to attend two weeks of full-time mandatory training prior to commencement of duties.
• The Quitline service endorses and applies the National Minimum Standard of Australian Quitlines that Quitline staff are required to be non-smokers and have been so for at least 6 months. This includes social smoking, vaping, and use of electronic cigarettes.
• Additional mandatory training requirements – according to DOH policy: G6 (QH-POL-183).
• It is a condition of employment for this role, for the employee to be, and remain, vaccinated against COVID-19 as per the Queensland Health Human Resources Policy B70. 
• It may be a condition of employment for this role for the employee to be, and remain, vaccinated against one or more of the following vaccine preventable diseases during their employment (Health Employment Directive No. 01/16): measles, mumps, rubella (MMR), varicella (chicken pox),pertussis (whooping cough), hepatitis B, tuberculosis.