Volunteering

Job Description

Chelsea Community Support Services Inc. is a community based and managed not for-profit agency located in Chelsea. Core functions undertaken by the agency include the provision of emergency relief, material aid, tax help, counselling, information, support and referral. Visiting services include Peninsula Community Legal Centre, Financial Counselling Victoria and Hanover Southern.
The Centre is governed by a Committee of Management which employs a Manager who is responsible for the day to day management of the agency.
Key Position Objective: Community Support and Information Worker

To provide services to the public in a confidential and impartial manner whilst at all times respecting the individual’s right to make their own choices and decisions. This is done whilst operating within the Centre’s policies, procedures and standards and the relevant Government legislation, laws and Acts.

Values

• We value integrity, credibility and respect for the individual
• We respect the knowledge and diversity of our people
• We build partnerships through communication and collaboration
• We take a pro-active, evidence based approach to service provision
• We aim to improve our knowledge and understanding of the needs of our community
• We value and respect our volunteer staff and their ongoing well being

Principles

Community Information Services provide a free, confidential, impartial and independent service, and respect the clients’ rights to make their own decisions

Duties and Responsibilities:

Reception:

• Receive clients at front counter
• Answer telephone enquiries

Interviewing:

• To identify and assess clients’ needs utilising “helping interview” techniques and communication skills
• To ensure that clients with specific communication needs have access to language specific communication assistance, i.e., Telephone Interpreting Service; large print; verbal/graphic information for clients who cannot read
• Respect the client’s rights to: confidentiality, unconditional positive regard, self-determination and autonomy
• Provision of support:
• Provide support options such as emergency relief; material aid; practical support (e.g. drafting letters, filling out forms); advocacy etc. as consented to by the client
• Work within the ChelCSS ER Guidelines. Flexibility may be used in consultation with fellow duty workers.
• Work with other agencies to gain additional supports for clients
• Assist clients to identify their existing supports, such as family, friends and community links
• Provide a “listening ear”

Referral:

• Refer clients to agencies that can provide additional assistance
• Ensure the high quality of all referrals.

Information Provision:

• To provide accurate and up-to-date information to clients by clearly identifying their information needs and accessing:

• Agency brochures and pamphlets
• Web resources
• Agency resource books
• Fellow duty worker’s
• Centre manager
• Other agency workers and volunteers

Administration:

• Follow established agency administration procedures
• To record confidential client information accurately and legibly  
• To accurately record the distribution of material assistance

Professional Development:

• To attend 80% of annual ChelCSS training sessions
• To attend external training as negotiated with the Manager, including self-identified training opportunities

Other:

• To comply with the policies and procedures of the agency
• To assist in the maintenance of a clean and tidy shared workspace
• To bring matters of concern directly to the attention of the Manager
• Selection Criteria:
• Be available for rostered shifts
• Be tolerant of difference and be able to relate to people from various socioeconomic levels and cultural backgrounds
• To have good self-management skills
• Possess literacy, writing skills and basic computer skills required by the role.
• To possess conflict management and resolution skills
• Be willing to develop new skills as required by the position
• To be prepared to participate in two-way feedback as an integral process within the team environment

Qualifications Required:

• Successful completion of training and agency probation hours as approved by Community Information Victoria.

Responsible to:

• The agency Manager

Hours of Duty and Conditions:

• A rostered shift per week or fortnight as negotiated with the Manager. The position is on a voluntary basis.

Appraisal:

• All volunteers are required to participate in an annual appraisal process

Police Check:

• All volunteers are required to undertake a police check at the expense of the agency, or provide evidence of a current check

Grievance Procedure:

• As outlined in the ChelCSS Grievance Procedure