Job Req ID

Home Affairs - 129879

Location

VIC

Classification

APS Level 3 - $61,915.00 and $71,136.00 plus 15.4% super (part time pro-rata)

Employment Type

Ongoing (Permanent), Full-time / Part-time

Flexible work

Flexible arrangements available

Contact Officer

Feiruz Ghebrat on 03 8762 0717 or FEIRUZ.GHEBRAT@HOMEAFFAIRS.GOV.AU

Applications close on 06/11/2023 at 11:59pm AEDT (midnight) - Late applications will not be accepted.

About our opportunity

This process is being used to fill up to 15 immediate vacancies. A merit pool may be established and used to fill similar vacancies for up to 18 months.

About our team

Immigration | Refugee Humanitarian & Settlement | Migrant English & Language Services | TIS NATIONAL

With more than 40 years' experience in the interpreting industry, TIS National is one of the largest public sector interpreting service providers in Australia. TIS National provides high quality, cost efficient, and secure interpreting services, assisting non-English speakers to effectively communicate with government departments and agencies, counselling and healthcare service providers, police, emergency services, utilities, banks, and private businesses. TIS National provides immediate telephone interpreting services 24 hours a day, every day of the year, as well as on-site (face-to-face) and video interpreting services. With well-established innovation strategies, TIS National supports the Australian Government's National Border Security priorities, the Digital Transformation's initiatives, and the Multicultural Access and Equity objectives.

This position is responsible for answering inbound calls in the TIS National contact centre to facilitate the delivery of immediate telephone interpreting services.

Please visit our website for more information about the Department of Home Affairs or Australian Border Force

Our ideal candidate

• You thrive in a dynamic team environment and actively contribute to team goals and a positive work culture
• You can provide accurate, timely, and courteous service to a culturally and linguistically diverse range of clients.
• You are adaptable and maintain an awareness of competing priorities and strict deadlines
• You are reliable and have flexibility to work outside the standard business hours of 9:00am - 5:00pm AEDT
• You can confidently attend to complex enquiries and complaints and escalate to your Supervisor, when required
• You are innovative and passionate about contributing to the development and review of policy, work procedures, and work practices.

Duties and responsibilities

• Assist with answering of calls and attend to general correspondence when required
• Adhere to a scheduled work environment and be flexible when required to meet operational needs
• Register and allocate interpreters to requests received
• deliver high quality client service to a culturally and linguistically diverse range of clients
• Liaise with departmental staff, clients, interpreters and external agencies on matters relating to TIS National
• Manage workflow to meet TIS service delivery demands and priorities
• Acquire/Develop information management and IT skills specifically within the TIS context
• Work in a team environment, assist with team tasks and provide advice and guidance to new staff, including effective on the job training
• Participate in performance management, including giving and receiving feedback
• Contribute to strategic thinking; support shared purposes and direction, harness information and opportunities, show judgement, intelligence and common sense when performing the role
• Build and maintain productive relationships with other sections within TIS National, DIBP and other internal and external stakeholders
• Attend to inquiries and complaints of greater complexity from clients and provide information and advice including assisting in responding to feedback
• Provide advice to management on the efficient and effective delivery of services to clients and contribute to the development and review of policy, work procedures and practices.

Additional information

Capabilities

• Reliability
• Attention to detail
• Team oriented attitude
• A high performance standard

Skills

• Microsoft Office suite

How to apply

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 06/11/2023 at 11:59pm (midnight) AEDT – Late applications will not be accepted.

As part of your application you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining:

• How your skills, knowledge, and experience will be relevant to this role
• Why you are interested in the role and what you can offer us
• Any specific examples or achievements that demonstrate your ability to perform the role

Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 129879 in the document footer.

Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.

Eligibility

To be eligible for the position you must be an Australian Citizen.

The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance and an Employment Suitability Clearance (ESC).

Diversity and inclusion

The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Technical assistance

For technical enquiries please call or email for assistance:

• Email: recruitment@homeaffairs.gov.au
• Phone: 1300 793 883 (within Australia) or +61 2 6196 0444 (outside of Australia)

Please include any applicable screen captures, a response will be provided during business hours.

Notes

The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position.

The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.

Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at https://www.homeaffairs.gov.au/about-us/careers

Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.