• Leadership role that positively influences Family and Sexual Harm outcomes
  
• Ongoing learning, clinical coaching, and supervision opportunities
• Work-from-home and Call Centre options available

Join a supportive team culture with a mix of professional development and social opportunities. We offer ongoing professional development including clinical coaching, supervision, and other learning opportunities. Enjoy the comfort of work from home or the Call Centre environment.

Atu mo te mahi / About the role

Reporting to the Clinical Development Manager, Mental Health and Social Services, the person in this role is an experienced counsellor and registered with a relevant professional body who conducts live and retrospective reviews of service user calls and all non-voice interactions such as text, email, and webchat. Further to this, clinical coaching is delivered based on any skill deficits identified. The development opportunities to front line staff could include improvements in system navigation or use of call flow processes. Ongoing coaching supports best practice and contributes to excellent clinical and customer service. 

The Quality Coach works collaboratively alongside People Leaders, promotes continuous performance and clinical quality improvement, creates, and delivers ad hoc and monthly reporting and analysis and undertakes complaint and incident investigations as required.

Pehea koe / About you 

• Bachelor’s Degree in relevant field e.g., counselling, addictions, psychology, psychotherapy, social work
• Current full registration with a relevant professional body
• Ideally three plus years working in the family and/or sexual harm sector
• An understanding of the call review process and audit process
• Passionate about continuous quality improvement in healthcare
• Excellent clinical performance especially in communication and assessment skills
• Strong focus on safety and service user experience
• Understanding of professional practice standards
• Ability to understand and utilise a range of technology and new systems
• Comprehensive report writing and clinical documentation skills

Ko wai hoki / About us

Whakarongorau Aotearoa has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa.

Our 12 clinical teams and support services are based across contact centres in Auckland, Wellington, Christchurch, and from their homes across Aotearoa.

We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need.

Through our 30+ services we connected with over 950,000 people last year (to 30 June 2021).

We use our healthy imagination to solve big problems by understanding the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up.

Ō tātou uara / Our values

Our values underpin all we do, and how we do it. We are looking for people who align naturally with these values and will champion them:

• Mahia te mea tika / Do the right thing
• Hihiri e te kounga / Motivated by quality
• Ngākau nui ki te pai ake / Passion for better
• Pokohiwi ki Pokohiwi / Shoulder to shoulder

To tatou tikanga / Our culture

Our staff are passionate people, each driven to contribute to better health outcomes, with a focus on high priority populations. We are focused on hiring kaimahi who live and work in the communities they serve.

Whakarongorau Aotearoa’s commitment to understanding and improving mana taurite (equal status) starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.

To ensure we are as connected and as engaged as we can be with the people we help, nearly 20% of our workforce identify as Māori and 22% as Pasifika.