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 accessed by the public via the phone numbers 13 HEALTH (13 43 25 84), 13 QUIT (13 7848) or online.

What we are looking for:

You will be assessed on your ability to demonstrate the following:

• Understanding of the cultural and historical issues that impact on Aboriginal and Torres Strait islander persons engaging with Health Contact Centre services.
• 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.

Qualifications, registrations and other requirements:

• It is a genuine occupational requirement that an Identified position be filled by an Aboriginal or Torres Strait Islander person as permitted by and arguable under Section 25, 104 and 105 of the Queensland Anti-Discrimination Act (1991).
• 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 to 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 the commencement of duties.
• The Quitline service endorses and applies the National Minimum Standard of Australian Quitline’s that Quitline staff are required to be non-smokers (includes not being ‘social smokers’) and have been so for at least 6 months. This includes social smoking, vaping, and use of electronic cigarettes.