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Domestic and Family Violence Worker

07 January 2020

Organisational Overview

Access Community Services Limited (ACSL) is Australia’s leader and specialist in settlement, employment, training and youth and social enterprises for migrants, refugees and mainstream clients, in Queensland, particularly in the South East.   As a community based, not for profit organisation limited by guarantee, we boast a 30 year history of serving our local community which was originally established in Logan in 1984.  We are committed to fostering community development, youth, settlement and employment initiatives and to providing personal support programs to address the needs of disadvantaged youth and community groups including migrants, refugees, humanitarian entrants and visa holders. 

Under a social justice framework, we are working together with key stakeholders to create social inclusion and achieve meaningful outcomes for the individuals and communities we serve. Through the development of responsive needs based practice and a commitment to innovation. ACSL is an award winning organisation with demonstrated leading edge programs and services. Our mission is to provide leadership, education, support and advocacy services to build the capacity of migrants, refugees and the broader community to shape their own future. Our vision is to create social, cultural and economic experiences and opportunities that transform the lives of individuals and communities globally.

Group Overview 

Access provides various services to newly arrived migrants and refugees to Australia. When people first arrive in Australia it is necessary to learn a range of new information and skills related to living in this country. It is also necessary to develop new relationships and connections. Access support is provided to assist people to overcome the barriers preventing them from successfully establishing their life in Australia.

The 99 Steps program is designed to improve pathways for individuals and families from culturally and linguistically diverse (CALD) backgrounds to easily access appropriate support services that assist in the prevention and recovery of domestic and family violence (DFV). The program also assists women and families to transition out of crisis support and re-engage with the local community, workforce and wider supports. The program is part of the Logan – Beenleigh Integrated Service Response Trial and operates within Access. The team consists of a Service Delivery Manager DFV, a DFV Practitioner and a Support Worker.

Position Overview 

The Domestic and Family Violence Practitioner will provide counselling, case management support, information, advocacy and referral services to women and children from culturally and linguistically diverse communities in Logan/Beenleigh who are impacted by domestic and family violence. This will include intake and assessment, safety planning, trauma-informed and strengths based counselling, case management, the provision of information and referral to other services and court assistance for domestic and family violence matters. Services provided may include the provision of information and referral for perpetrators of domestic violence.

The 99 Steps team works closely and collaboratively with staff and programs across the organisation as well as with service providers within the broader community.

99 Steps is a member of the Logan/Beenleigh Integrated Services Response and all staff participate in relevant information sharing and utilise established referral pathways.

The DFV practitioner will work within the Practice Standards for Working with Women Affected by Domestic and Family Violence. 

Key Function

Responsibilities, Accountabilities and Deliverables

Key Responsibilities





  • To provide case management, counselling, advocacy, assessment and referral services for clients and their families in accordance with program requirements and policies;
  • Be able to respond appropriately to clients who are experiencing complexities and crises relating to DFV.
  • Facilitate domestic violence information groups as required;
  • Perform special duties as directed by the Executive Manager or Service Delivery Manager, e.g. assist with community development and liaison, represent agency on public committees, give presentations to community groups etc.;
  • Prepare and collate program reports as directed by Service Manager DFV;
  • Respond to complaints received by the organisation in relation to practice matters;
  • Attend regular team meetings, communicate with different teams and provide DFV information within the organisation;
  • Ensure that work is performed at a high standard of professionalism, efficiency, effectiveness, and accuracy: that timeframes are met; and that data integrity and security are maintained at all times;
  • Ensure work practices are ethical, and comply with the Practice Standards for working with Women Affected by Domestic and Family Violence;
  • Work in collaboration with other local agencies who contribute to preventing and responding to DFV;
  • Participate in any corporate and community events as required;
  • Other tasks as requested by the Service Manager DFV.

Customer Service

  • To build and maintain positive relationships with all members of staff, funding bodies and contacts within and outside the organisation.
  • Capture data and evidence to support client satisfaction.

Work & Time Management

  • Performance objectives are based on the key accountabilities above and are aligned to organisation and team objectives.
  • Individual performance measures and behavioural standards will be discussed and reviewed on a periodic basis in accordance with the Access Community Services Limited policies and procedures.

Key Performance Indicators

  • Successfully support women and children to achieve safety through risk assessment, safety planning, facilitation of referrals for legal advice, and assistance with accessing and navigating the justice system where desired.
  • Ensure all clients are provided with information about the full range of options available to them in order for them to make informed decisions.
  • Ensure all new referrals are responded to within 48 hours.
  • Ensure data are entered digitally and case notes are completed in a timely manner.
  • Represent 99 Steps and Access Community Services Pty Ltd with professionalism, maintaining positive relationships with clients, other staff and external stakeholders.

Team Participation

(HR, Quality & Environment)

  • Communicate effectively with your manager in order to solve problems and review procedures to ensure improvements in service delivery and customer needs are identified and implemented.
  • Participate in the IPP process (IPP) to ensure key performance indicators (KPI’s), as communicated by your manager are achieved to ensure consistency in meeting the expectations of your role.
  • Participate in on-the-job training and meetings and comply with Access Community Services Limited’s (ACSLs) policies and procedures to ensure knowledge and skills are adequate to fulfil your duties.
  • Comply with the organisation’s Quality Management Systems policies and procedures, to ensure consistency in meeting the expectations of your role.
  • Comply with the continuous improvement process, completing quality improvement forms and ensuring the continuous improvement process is communicated, promoted and adhered to.
  • Provide training and assistance to other members of the team in procedures to ensure optimal service standards are achieved.
  • Participate in team building activities to ensure ACSL’s values and behaviours are consistently demonstrated.
  • Behave in a manner that is consistent with the organisations Code of Conduct, to ensure all interactions with stakeholders are positive and represent the values of the organisation.
  • Submit payroll information in line with deadlines to ensure all entitlements can be processed within identified timeframes team in procedures to ensure optimal service standards are achieved.

Work Health and Safety

  • Comply with Access Community Services Limited (ACSL) Work Health and Safety policies and procedures to ensure safety in and out of the workplace is upheld.
  • Take reasonable care for your own health and safety and not to adversely affect the health and safety of others
  • Comply with reasonable instruction that is given by the organisation.
  • Be vigilant for situations that may cause a safety risk and take steps to minimise the risk by identifying and reporting potential hazards in the workplace to the Supervisor / Manager.
  • Report any work related incidents, injuries / illness, malfunction of machinery, plant or equipment to your Supervisor / Manager immediately or as soon as possible to ensure investigation occurs in a timely manner and appropriate controls are identified and implemented to prevent recurrence.
  • Wear, use, maintain and care for any Personal Protective Clothing and / or Equipment provided and report any defects.
  • Use lifting equipment and assistive devices as and when required.
  • Participate in rehabilitation processes if injured or ill due to work.


Skills & Experience

  • Possession of relevant tertiary qualifications in psychology, social work or human services field;
  • Minimum two years’  experience in working with women and their families impacted by domestic and family violence;
  • Knowledge and skills to ensure the provision of culturally, gender and age appropriate services to clients;
  • Demonstrated knowledge and skills in working cross culturally;
  • Well-developed interpersonal and communication skills;
  • Knowledge of issues facing families who have arrived as refugees;
  • Working knowledge of the Domestic & Family Violence Protection Act 2012 and knowledge of court and legislative proceedings as they relate to the Act;
  • Knowledge and understanding of the multicultural services sector including relevant government policies and programs and services.

Other Requirements

  • Current Drivers License;
  • Current QLD Paid Blue Card;
  • Current Police Check for Employment;
  • Rights to work in Australia.


Reports to:

Service Delivery Manager- Domestic and Family Violence (DFV)


Part time 2 day per week. Hours of work will generally be between Monday to Friday 8.00 am to 5.00 pm but may vary according to project or management needs.


Based in Logan but may be required to travel to other site locations.


Submit your application online addressing the selection criteria (no more than 2 pages) with a current resume via <Link> by close of business on <Date>.

Access Community Services Limited is an Equal Opportunity Employer and strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally and linguistically diverse backgrounds to apply.

This Position Description is fully compliant with ACSL Policy and Procedure as detailed in ACSL manuals.


To make an enquiry about this position and joining the Access Team, please message us below.


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