Aps3 Hotline Officer

Position: APS3 Hotline Officer

Classification: APS Level 3

Location: Canberra ACT

Job Reference: 009_01/25

Group: Housing and Specialised Services Group

Unit: Housing and Homelessness Collection Operations Unit

**Salary**: $ 67,158 - $73,480 plus 15.4% superannuation

Engagement Type: Ongoing, full-time

Advertised: Commonwealth Gazette: Monday, 3 February 2025

Closing Date: 11:30pm ADST, Wednesday, 26 February 2025

More information: Visit our Careers Page on the AIHW website

A merit pool may be established from this recruitment exercise and used to fill similar positions within the Institute

over the coming 18 months.

About the AIHW

The Australian Institute of Health and Welfare (AIHW) provides reliable, regular and relevant information and

statistics on Australia’s health and welfare.

We are committed to providing high quality, national data and analysis across the health, housing and

community services sectors. This covers a wide range of areas, from health and welfare expenditure,

hospitals, disease and injury, disability and mental health, to ageing, disadvantaged and vulnerable

populations, homelessness, and Indigenous health and welfare.

The AIHW Difference

The AIHW’s APS employee census results attest to our positive and supportive workplace culture. We are an

inclusive, flexible, and productive workplace where people are treated with respect and courtesy, and diverse

and unique attributes are recognised and valued. Our results also show that we achieved top ten rankings in

staff engagement, communication, and wellbeing scales out of 104 APS agencies.

We offer a range of benefits including:

- access to flexible working arrangements to support your work/life balance
- attractive remuneration packages including generous superannuation and leave provisions
- challenging and fulfilling work where you can use your skills and expertise
- opportunities for professional development including study assistance

Nations people(s), people with disability, LGBTIQA+, neurodiverse people and people from diverse cultural

and linguistic backgrounds.

The AIHW has offices in Canberra and Sydney and offers remote work opportunities for many roles.

For more information, visit the Benefits of working for the AIHW page of our website.

Position Summary

The Housing and Specialised Services Group (HSSG) develops and reports data to support reporting on the

health and welfare of, and provision of services to, a range of vulnerable populations - people with drug and

alcohol addiction; people experiencing homelessness or needing assistance with housing; young people

under youth justice supervision; and the health and welfare of Australia's prisoners.

The Housing and Homelessness Collections Operations Unit (HHCOU) manages a data collection for funded

Specialist Homelessness Services (SHS) agencies on behalf of States and Territories. HHCOU undertakes the

operations of collecting homelessness services data directly from data providers and supports them through

a dedicated SHS hotline. In addition, the unit also manages and delivers a national SHS training program to

agency workers on SHS data concepts, and associated data collection tools and systems.

The Housing and Specialised Services Group is looking for a passionate and enthusiastic person with strong

experience in frontline customer support to join the SHS Hotline team. The team provides conceptual and

technical assistance to over 1,700 organisations, resolving data and system issues. Applicants will have

demonstrated experience in delivering high quality customer-focused service, excellent attention to detail,

and strong communication, interpersonal and organisational skills, as well as the ability to learn about the

collection of survey data.

Under general direction you will:
collection, and associated data collection tools and systems.
- Communicate regularly with Specialist Homelessness Services agencies to provide timely advice and

support.
- Investigate issues and contribute to the resolution of problems.
- Contribute to the development and maintenance of procedural documents.
- Work within clear guidelines and established work practices to set priorities and undertake specialist,

procedural and operational tasks.
- Communicate with state and territory jurisdictions and provide ad hoc administrative reports.
- Assist in any ad hoc tasks or projects.

Selection Criteria

1. Experience in phone-based customer support.

2. Demonstrated communication skills, both verbal and written, including the ability to communicate

effectively with stakeholders from both government and non-government organisations.

3. Strong interpersonal skills, including demonstrated ability to work in a team.

4. Strong organisational skills, including the ability to manage own workflows and priorities.

5. Ability to investigate, analyse and solve problems.

6. Demonstrated knowledge of Microsoft Office suite.

Eligibility
- be an Australian citizen