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Staff will be independent and be seen to be independent. Consequently service coordinators or supervisors who are likely to come into contact with one or both of the parents in another context should exclude themselves from working with that particular family. 

All staff, paid or volunteer, are to be required to agree to a check of their criminal record and such check will be undertaken as a routine part of staff selection.

The following qualities and experience will be desirable for Peace of Mind staff:

  1. Experience in human service provision to children and families

  2. An understanding of child development needs and issues

  3. The ability to communicate in an authoritative manner when required

  4. The ability to assist parents, where necessary, with parenting skills

  5. Maturity, diplomacy and common sense

  6. Self-management of emotions in difficult circumstances

  7. Supportive and positive attitude

  8. Good communication, computer and writing skills

  9. The capacity to make concise, accurate and neutral observational notes

  10. Willingness to engage in professional supervision and be challenged on any personal issues that may be impacting upon their work role

  11. Cultural awareness and sensitivity

  12. The ability to maintain an independent role

Services may be add to this list where necessary to tailor to the nature of Peace of Mind services to be provided and to the client group.


The type of families whom the service is prepared to take will affect what is expected of staff and consequently the competencies required of staff.  Peace of Mind staff have the capacity to provide service that is consistent.  It has already been noted that there are no legal statutory qualification requirements for Peace of Mind staff or any other supervised contact centres.

All staff employed by a Peace of Mind must complete a national police check and a working with children check that is relevant to the state or territory Peace of Mind operates in prior to them commencing work.


The role of Peace of Mind coordinator is defined by the service and coordinator roles will differ somewhat between different contact centres. The key role, however, is to ensure the overall quality of services provided.  In most services for Peace of Mind the coordinator will also be one of the supervisors.  Regardless, coordinators need to have each of the qualities and experience listed below for supervisors. The following additional competencies may also be required of coordinators:

  1. program and financial management skills

  2. ability to manage, supervise and train staff

  3. an understanding of child development stages

  4. an understanding of grief and loss theory

  5. strong written and oral communication skills

  6.  strong community liaison skills

  7. conflict resolution skills

  8. computer literacy

  9. team leading skills



  1. are independent of the parents

  2. seek to ensure that visits and changeovers proceed as scheduled and, where a relevant court order exists and can be accommodated by the service, in accordance with the order

  3. relay factual information relevant to the child's welfare at the commencement and conclusion of the visit (eg. medication, diet, sleeping pattern etc)

  4. intervene, where necessary or appropriate, to seek to ensure the welfare of the child

  5. facilitate child/parent interaction during visits

  6. terminate the visit where necessary

  7. provide constructive feedback or correction to the relevant person where appropriate

  8. document visit through the provision of factual, observational notes


Peace of Mind may include volunteer workers in our staffing structure, for University and college students requiring industry placement.

Volunteers will have the same competencies as would be expected of paid staff performing Peace of Mind related tasks.  Consistency, reliability, commitment and the avoidance of conflict of interest are all relevant issues expected of all staff.  

The standards in relation to staff selection and training are intended to apply generally to all staff - paid or volunteer and the Standards are intended to apply to all services.


Induction and on-going skills training is required for all Peace of Mind Staff and includes, but is not limited to:

  1. Awareness of child development stages

  2. Awareness of the need to, and ability to, maintain impartiality

  3. Familiarity with relevant legal, welfare and government processes, terminology and requirements

  4. Familiarity with issues relevant to the need for supervised visits and changeovers

  5.  Awareness of common issues and problems which may arise and techniques for dealing with difficult situations

  6. Ability to appropriately assist parents, where necessary, with parenting skills

  7. Familiarity with issues, including: supervision, child abuse, family violence, sexual abuse, substance abuse, mental health and intense conflict

  8.  Awareness of the policies and procedures of the service

  9. Awareness of the stages of separation and the issues which may be related to or accompany separation

  10.  Cultural awareness and cultural sensitivity

  11.  Ability to work effectively with adults and children with special needs including those with a disability

  12. Familiarity with other relevant services

  13. Awareness of personal values and beliefs

Again, services may be added to this list where necessary to tailor to the nature of Peace of Mind services to be provided and to the client group.


Peace of Mind may consider a range of options when planning training for staff including:​​

  1. Developing comprehensive in-house Peace of Mind specific training

  2.  Engaging with independent training providers

  3. Supplementing training by co-opting representatives from other relevant services. Peace of Mind may consider drawing on professionals from other services to enhance their training program by arranging information sessions (eg. Family Relationship Centre in relation to separation stages and issues, expert trainers in relation to family violence issues, family lawyers or Family Court Registrars in relation to legal terminology and processes).

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