Job Description

What ReachOut does

At ReachOut we are guided by a clear, simple ambition – helping young people feel better. This means that everything we do is designed to help young people feel:

• better in the moments when they most need help
• better about who they are and their place in the world.

And be:

• better able to cope with the challenges they’re facing today
• better set up and equipped to manage when life doesn’t go as planned.

Anonymous and confidential, ReachOut is a safe place where young people can openly express themselves, get a deeper understanding and perspective on what’s happening in their lives, connect with people who will provide judgement-free support, and build the resilience to manage their challenges now and in the future.

100 per cent online and designed specifically for – and with – young people, ReachOut lets young people connect on their terms at any time from anywhere. From one-to-one support from experienced peer workers, to tips, stories, and resources, ReachOut offers a wide range of high quality and safe support options that allow young people to engage in the ways they want to, when they want to.

And, ReachOut Parents and ReachOut Schools provide valuable information, resources and advice to help parents, carers and educators to better understand the young people in their lives and to play an active role in their wellbeing.

About you and the role

ReachOut’s 1-1 Online Peer Support service provides an opportunity for young people aged 16-25 to connect with a trained Peer Worker via text chat in a safe, anonymous, online environment.

• Status: We have 2x Part Time Peer Worker roles available. 1x 2 days per week (0.4 FTE) and 1x 3 days per week (0.6 FTE). Tuesday is a required day for both roles. The other day/s there is some flexibility but must be between Monday and Thursday. Shifts on these days start at 1pm and end at 9pm (Eastern Standard Time).
• Classification: Social & Community Services Level 2

The role requires supporting young people from diverse backgrounds to feel better via online 1:1 chat, guided by established protocols. Drawing on your lived experience of mental health issues and recovery, you will provide high quality peer support to young people, as well as maintain necessary service records, consistent with ReachOut’s values and policies.

You will work with the Peer Work Team Leader/Manager to contribute to the development of peer work resources and a resource database for content and service referrals, as well as contributing to continuous improvement of service development initiatives. A willingness to learn, act ethically and professionally, and apply new skills is essential.

The Peer Worker is managed by the Peer Work Team Leader/Manager and will work collaboratively within a close-knit team. You will receive induction training, ongoing professional development opportunities and peer supervision. Ideally, successful applicants will commence in early/mid January 2027.

Key Responsibilities

Service Delivery

• Deliver 1 to 1 anonymous peer support via text-based interactions to young people, ensuring adherence to established guidelines and protocols
• Draw safely upon your own lived experience to promote hope and solution focused recovery within a structured support framework tailored to individual needs
• Demonstrate and promote compassionate, person-centred, strengths-based, trauma-informed, and recovery-oriented approaches
• Build and maintain positive, respectful relationships with young people while adhering to established boundaries.
• Encourage and assist with goal setting and support the development and review of support plans
• Collaborate effectively in a team environment and contribute to a positive team dynamic
• Contribute specific knowledge and skills to enhance the effectiveness of the peer support service.

Duty of Care

• Adhere to ReachOut’s duty of care policies and procedures, exercising limited judgement within established guidelines, and escalating risks as required
• Support young people to manage their safety, including those disclosing self-harm and thoughts of suicide, and provide necessary support
• Participate in individual and group peer supervision to reflect on practice and improve service delivery.
• Support the resolution of minor procedural issues within the scope of established protocols

Service Development

• Offer constructive feedback to assist in the ongoing development and refinement of service procedures and resources
• Participate in digital user testing opportunities to ensure services meet user needs and expectations
• Contribute to the development of peer worker resources
• Assist senior workers in specific projects aimed at service enhancement

Organisational

• Participate and contribute in informal and formal staff meetings and planned meetings
• Demonstrate and uphold ReachOut’s values in all aspects of your work
• Act in a professional and reliable manner at all times, adhering to RO policies and procedures

To be successful in the role, you need:

• Personal lived experience of mental health challenges and recovery as a young person
• Qualifications or relevant experience in one or more of the following areas: peer work, mental health, youth work, safe storytelling, community services, or similar
• Ability to meaningfully and purposefully use lived experience to support others
• Understanding of assessing and responding to levels of risk and harm
• Robust self care strategies to manage own wellbeing whilst being exposed to challenging scenarios of mental ill health
• An understanding of Duty of Care principles, strengths-based, trauma-informed, and recovery-oriented practices
• Excellent computer skills and a familiarity with online environments
• Excellent online and offline communication skills
• A work from home space that meets our WHS requirements including a reliable internet connection
• Ability to use compassionate and professional boundary setting with help seekers
• Proven ability to solve problems effectively within established constraints, engage with young people, and work creatively within a structured framework
• Proven ability to work effectively both individually and within a team
• A valid NSW Working With Children Check for paid employment, or willingness to obtain prior to employment
• Experience delivering 1 to 1 support, advantageous
• Experience working as a Peer Worker in a mental health setting, advantageous
• Experience in online/chat-based service delivery, advantageous

Why join ReachOut?

• Meaningful Impact – make a genuine difference to the lives of young people and their families
• Personal Growth - invest in your development through internal programs plus study allowance
• Generous Leave Benefits - including Reflection Leave, End of Year Leave and Public Holiday Swap
• Salary Packaging - access not-for-profit salary packaging plus meal & entertainment expenses

ReachOut is an inclusive workplace, committed to providing opportunities for people from diverse and often marginalised groups. We encourage applications from people of all ages, backgrounds, and identities. This includes but is not limited to people with living experience of mental health issues and/or recovery, Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people who identify as LGBTQIA+ and people with disability.