Job Details
  • Reference402994A_1673317909
  • LocationDandenong
  • SalaryUp to AU$58 per hour
  • Job TypeContract
  • Posted27 days ago
  • ConsultantCatherine Rockett
APS6 Learning and Development (L&D)
Branch : Contact Centre
Location: Dandenong
12 month casual contract, full time hours
$58.50 per hour plus super

Position Purpose

The National Disability Insurance Agency (NDIA) is an independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIA values a positive contemporary attitude to disability.

The NDIA National Contact Centre (NCC) is the main communication channel for people to contact the NDIA. The NCC responds to enquiries from participants, prospective participants, providers, organisations and the general public.

The NCC completes a range of processing workloads including outbound call campaigns and internal IT support. It delivers a wide range of customer enquiry and contact services related to the entire NDIS participant and provider pathway.

About the Role

The APS6 Learning and Development is accountable under limited direction to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies and precedents.
The position has reasonable autonomy and accountability to exercise both initiative and judgment to interpret legislation and policy, in the application of practices and procedures to achieve outcomes within given time frames.

Responsibilities may include but are not limited to:
  • Assisting in the preparation of branch resources including training resources.
  • Building the capacity and capability of the NCC, Agency staff, Partners and delegates including delivering training and workshops about NCC processes.
  • Supporting the identification of program issues and risks, and opportunities for continuous improvement.
  • Identifying, documenting and escalating local NCC issues and risks to support continuous improvement of NCC processes.
  • Monitoring and reporting on progress of projects, learning design and facilitation.
  • Working with NCC third party providers and key stakeholders to achieve outcomes and ensure consistent services across all NCC channels.
(NOTE: the key responsibilities of the role are based on current priorities and may change over time)

Role Specifications

Please see below a list of the main physical and psychological work environment characteristics that an employee may encounter while performing the essential functions of this role.

Working environment
  • working in an open office environment (exposure to general workplace chatter)
  • working from home on occasion
  • working in a team environment
  • managing demanding and changing workloads and competing priorities
  • working alone
  • working at a co-located site
  • significant periods of sitting at a counter / or desk
  • computer/screen based work
  • requirement to read or otherwise extract information from printed material / signage
  • high levels of face to face work
  • attending meetings for extended periods
  • exposure to noisy conditions
  • driving vehicles
  • assistance animals may be in the work area (FYI for people with allergies or phobias)
  • encounter possible work interruptions
  • dealing with confronting and complex situations and information
  • dealing with conflict
  • dealing with challenging conversations and behaviours
  • providing empathy
Information technology and Security
  • Pre-Engagement Check - this is a mandatory pre-employment security screening process. All employees and contractors of NDIA must undertake a Pre-Engagement Check. This check is undertaken for any individual who will have non-public access to agency resources (information, buildings, systems, assets, staff and customers)
  • Australian Government Security Vetting Agency (AGSVA) clearance - a vetting process undertaken before an individual may have access to classified information and resources. This is only applicable to some positions within the NDIA that require the occupant to have access to classified Australian Government information
  • computer/software applications - Microsoft Office computer based workability to access and use client records management system (CRM) and associated NDIA business applications
Where possible, the NDIA will make reasonable adjustments to enable individuals with disabilities to perform the essential functions of the role.

Key skills required for role
  • Strong facilitation skills in technical systems training (On site and WFH)
  • Call Centre background
  • Ability to design practical learning activities
  • Intermediate skills in using Articulate Storyline and Rise 360

Desirable skills to have for the role
  • Intermediate skills in using Articulate Storyline and Rise 360
  • Learning experience focus
  • Competency based training

Please note you must be an Australian Citizen to apply for this role.

Please apply online to be considered for this role, the closure for applications to be considered for this role is COB 19th January 2023. CM123W