Support Service Coordinator, Pacific Labour Facility

About Palladium:

Palladium is a global leader in the design, development and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world’s most pressing challenges. With a team of more than 3,000 employees operating in 90 plus countries and a global network of over 35,000 experts, we help improve economies, societies and, most importantly, people’s lives.

Project Overview:

The Pacific Labour Facility (PLF) facilitates seasonal and longer-term work opportunities for Pacific workers in Australia. It connects Australian employers with Pacific workers under the newly introduced Pacific Australia Labour Mobility (PALM) scheme which combines the existing Pacific Labour Scheme (PLS) and Seasonal Worker Programme (SWP).

Role Overview:

The Support Service Coordinator (SSC) will have responsibility for management of the 1800 Support Line and will apply an intake and triage approach to issue response and resolution. This will include provision of relevant program information and advice; forward-referral of matters to relevant internal PLF streams or external supports; and/ or escalation management of high-risk and critical incidents.

Responsibilities:

• Intake, Triage & Referral Management including managing all intakes and ensuring appropriate record keeping into the record management system (MIS).
• Deliver responses to all intake matters including direct resolution and/or referral/escalation of matters.
• Coordinate cross-PLF stream referrals and engagement.
• Facilitate engagement of relevant stakeholders in the resolution or escalation of issues. Stakeholders may include participating countries, Approved Employers, DFAT.
• Provision of general information, advice and support to Approved Employers, community members and workers with general support needs, including assisting with worker on-arrival needs, general welfare matters and return of workers’ home.
• Provide input in continual service system improvements including identification of trend issues or gaps in processes and information.

Requirements:

• Demonstrated experience in a relevant discipline, e.g. Community Services, Human Services.
• High level relationship management skills, including demonstrated ability to work with diverse stakeholders.
• Strong decision-making, professional judgement, risk management, and ability to work autonomously.
• Demonstrated cultural competency, problem solving and conflict resolution skills.
• Excellent written and oral communications skills with demonstrated experience in using communications strategically for advocacy purposes.
• Competency in the use of Microsoft Word and Excel and Outlook.

Benefits:

• Flexible working arrangements – work from home 2 days per week
• Modern office in central CBD location
• Great team culture with social activities and events
• Working for a program that is making positive impact

Applications close on 29 May 2022 and will be assessed on a rolling basis.

The successful candidate will be offered an initial contract to 30 June 2023. This is a Brisbane based role with options for flexible working. Candidates who are willing to relocate for the position must do so at their own expense.

You must have valid Australian work rights to be considered for this position – visa sponsorship is not available.