ABOUT US The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity. The No Interest Loan Scheme (NILS) offers no interest loans with a specific philosophy based on social justice principles. NILS Programs offers an alternative to people facing barriers in accessing low level credit on fair and reasonable terms and have a commitment to upholding an individual’s dignity and respect with the loan payment arrangements being based on a person’s capacity to repay for the purchased of essential household appliances. Role Capabilities Show Respect Recognises and respects differences in culture, style and viewpoint Responds in culturally appropriate ways Actively and calmly works to solve problems and resolve conflicts Display Resilience Is flexible, adaptable and maintains appropriate self-care Constructively raises and works through issues and challenges and seeks alternative solutions Keeps control of own emotions and remains calm in the face of challenging situations Displays an optimistic approach to work Communicate Effectively Clarifies own understanding Monitors own and others’ non-verbal cues and adapts where necessary Clearly explains complex concepts and arguments to create shared understanding with individuals and groups Requests and provides information in well written formats Causes understanding in others by developing logical and well-reasoned arguments Influence Others Utilises facts, knowledge and experience to support recommendations Respectfully provides own point of view and works to understand the perspectives of others Identifies others’ concerns and expectations Works towards solution-focused and mutually satisfactory outcomes Demonstrates compassion, empathy, sensitivity and understanding in resolving conflicts and differences Manages challenging relations with internal and external stakeholders Focus on People we Serve Is mindful of the impact of own role on those TSA serves in the community Applies policies for the protection of confidentiality of people Provides service appropriately and responsively to the needs of people Recognises the need for referral and takes appropriate action Advocates and negotiates effectively for people Confirms satisfaction with services and addresses or escalates complaints Key tasks of the Role Key Activities & Expected Outputs and measures Interview clients, maintain appropriate records and refer to appropriate personnel Interview clients whilst respecting client boundaries Maintain privacy of the clients Maintain appropriate case notes through clear, concise and factual records of conversations Client service provided within scope of the NILS worker’s role Notes accurately reflect the conversation and requirements of the client Maintain non argumentative approach at all times Meet client needs Inform applicants of Centre policy & resources, including privacy & confidentiality and data collection Conduct interview within guidelines and program resources Advocate on behalf of client and provides relative information on other services or refers to appropriate support Adopt a holistic client centred approach incorporating our mission values to identify deeper issues that impact on clients and provides support options Obtain client’s written permission on ” Release of Information” prior to advocacy, referral or contact with other service providers Assist with administration duties, data entry and telephone enquiries Serve clients promptly and in a courteous and respectful manner and ensure clients leave satisfied with assistance provided Data entry accurately reflects assistance provided Positive client feedback through evaluation forms Complaints and Compliments data is collected Copies are stored in a secure location on site Maintain records within confidentiality and privacy guidelines Record changes to client situations, current issues and details of interview outcome on clients file Maintain strict confidentiality in regard to client information All hardcopies are stored in a secure location Provide quality customer service Provide empathetic client service Listen and ask appropriate questions without making judgements Minimise client complaints Maintain a safe and healthy environment Monitor and address any health and safety concerns within the premises Report any potential health and safety concerns to Manager Complete hazard/ incident and accident form in a timely way Qualifications & Experience Requirements Of The Role ·Completion of training of the NILS Interview progress as approved by the TSA site Cultural Competency We value people of all cultures, languages, capacities, sexual orientations, gender identities, gender expressions and intersex status. · Understands the concepts and principles of diversity and inclusion and how they impact on current day approaches and practices · Demonstrates commitment to culturally appropriate and inclusive practice · Demonstrates practical application of concepts and principles of inclusion · Understands specific issues faced by culturally diverse clients particularly in the areas of Aboriginal and Torres Strait Islander, LBGTQI, CALD, neuro-diversity and multi faith · Applies culturally appropriate approaches and skills when engaging with culturally diverse clients particularly in the areas of Aboriginal and Torres Strait Islander, LBGTQI, CALD, neuro-diversity and multi faith · Works effectively with an interpreter as required, in line with organizational guidelines Mandatory Requirements Of The Role Fully complete The Salvation Army's volunteer registration process Current Criminal History Check (Police check) required Complete TSA induction modules and any other training as required This role operates remotely and can be done from any locatin around Australia. The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. W e are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people. The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child related roles will require the successful completion of a Working with Children Check. Additionally, certain volunteer roles may require a Nationally Coordinated Criminal History Check.
