Position Description

Helpline Support Worker (HSW)

Position Details

About Pregnancy Help Australia (PHA):

At PHA, our mission is to provide relief and connect as many lives as possible across Australia to an effective network of pregnancy help. We are dedicated to providing compassionate and comprehensive pregnancy-related support, ensuring everyone receives the help they deserve throughout pregnancy and beyond. Through our helpline service, affiliated centres, and collaborative efforts, we create a positive impact in the lives of those in need. Our dedicated network of knowledgeable and compassionate helpers upholds our Commitment of Care and Competence, working together towards accessible pregnancy help nationwide.

About PHA Helpline Services:

PHA's National Helpline is a vital resource that operates from 8 AM - 10 PM, 365 days a year, serving as a pivotal point of connection for individuals directly impacted by a present or past pregnancy. Our helpline provides a caring and understanding space for both women and men to seek support and explore their options. Whether facing an unexpected pregnancy or dealing with the aftermath of reproductive loss, our dedicated helpline team offers compassionate support, valuable information, and connection to local resources to ensure that every caller receives the help they need.

Key Duties of the Helpline Support Worker Role

• Provide a safe, compassionate, and non-judgmental environment for callers to unpack their challenges and articulate their feelings.
• Offer information, referrals to resources, and short-term counselling or coaching to help callers cope with a wide range of challenges.
• Empower callers to explore their options based on their personal core values and make informed decisions about their pregnancy journey.
• Provide support to callers who have experienced reproductive loss, particularly through abortion.
• Connect callers with local resources for ongoing practical and emotional support.

Requirements

• A commitment to work within a Christian environment and uphold the Christian ethos and Core Values of PHA

• Attention to detail, able to work autonomously and maintain strict confidentiality

• Willingness to adopt a learner mindset
• Successfully completes internal training requirements / Induction.
• High degree of warmth and professionalism (committed, organised, reliable, enthusiastic and motivated)
• Well-developed interpersonal and communication skills, both written and oral
• The capacity to engage constructively and respectfully with individuals of diverse cultural and socioeconomic backgrounds and abilities
• Ability to work with others and be a participative and supportive team member who seeks and provides solutions and feedback.
• BYO smartphone, computer and reliable internet
• 100% remote working from your home with suitable private working area

Duties & Responsibilities

• Answer the phone and offer confidential support to callers in your designated shift
• Assessment of the caller's emotional safety
• Emotional support for the caller’s exploration process
• Awareness of the caller’s practical need, and referral to other services as required
• Communicate with caller via telephone, text, and/or email as required
• Write accurate call reports at the completion of each call

• Participate in regular team meetings and Professional Development opportunities
• Respond to emails from Service Coordinator
• Other tasks as requested by the Service Coordinator

Organisational Relationships 

• Report directly to the Service Coordinator for appointments and follow up
• Report directly to the Service Coordinator regarding client matters

Time Commitment

• Initial Training: 2 hours/week for 8 weeks. The training course is conducted as a live 2-hour session via Zoom.
• Shifts: 2 x 3-hour shifts per week (flexible to your choosing) for at least 12 months after completing training. (For affiliated PHA Pregnancy Support Centre workers a 3-4 hour shift per week)
• Ongoing Professional Development: 4 additional training days per year held via Zoom, and in

person, on a Saturday.

• Peer group: Participate in monthly 40 minute Peer Group collaborative sessions over Zoom