Triage Coordinator, Autism Connect

About the role
- 0.8 full-time equivalent position
- Someone available from 11am to 5pm most days of the week
- Work as part of a close-knit team supporting the delivery of the national Autism Connect service
- Hybrid workplace with office based in Richmond

As a Triage Coordinator for the Autism Connect service, you will be responsible for managing intake of calls, IT and process solutions and supports for the team of Autism Connect Advisors. This critical role requires a solution-driven team member with a strong skill set in IT and process solutions.

The Triage Coordinator is essential to support the team’s efficiency, productivity, positivity, and motivation, and to appropriately escalate support issues where required.

The triage coordination component of the role occurs from 11am to 5pm, however hours outside this time frame are negotiable.

The role allows for some creativity within the IT and process space, with scope to work autonomously on projects that increase staff capacity, improve the impact of the team’s work, or enhance the productivity of the team.

What you’ll be doing

You will be working in a highly supportive and collaborative team, who operate from various States/Territories remotely and at the Richmond office. You will therefore be functioning in a virtual team environment.

Your duties will include:

- Answer all overflow calls between 11am and 5.00pm, triaging the urgency of the call and arranging for a call back.
- Proactively monitor the flow of calls and make recommendations to management on how to reduce blockages.
- Monitor staff availability and support the team with requests to respond to different tasks on the roster where necessary.
- Monitor the team group chat and support a positive virtual team environment, escalating any issues as they arise appropriately.
- Provide meeting coordination including team meetings, manager meetings, individual and group supervision, and training.
- Provide IT troubleshooting for the team, acting as the first point of contact for team IT issues and escalating where appropriate.
- Provide IT supports within the systems, making field changes as requested and under direction and support from the IT & Systems Manager.
- Take ownership of the IT small-project enhancements that occur, as well as identify and implement any continuous improvement enhancements.

At Amaze, we love finding truly amazing people to work with us, and the Triage Coordinator for Autism Connect is no exception.

To succeed, you will have:

- Tertiary qualifications in IT / information systems, business, social work, or community sector development and/or demonstrated equivalent experience.
- Experience using multiple technologies, especially telephony and customer relationship management (CRM) systems.
- Knowledge of business processes and/or CRM systems and/or development and delivery of IT solutions.
- Strong customer service and interpersonal skills, with the ability to manage personal responses and professional boundaries.
- Ability to learn or maintain a high level of IT user skills to navigate multiple interfacing platforms within the role daily (Salesforce, PureCloud/Ericom, SharePoint and Microsoft Office).
- Ability to problem solve with reflective thought and consideration.
- Autistic community focused.
- Ability to foster an inclusive workplace where diversity and individual differences are accepted and valued.

Application info

No agencies please.

Extra information

The successful applicant will also need to complete a successful Working with Children Check and National Police Check.

For further information about the role, please contact Teresa Dowding, Quality & Operations Manager via 0421 551 228.

We live our values

Amaze is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We stay true to our name by hiring ‘Amazing’ people from a wide variety of backgrounds. After all, we want to be as diverse as the communities we serve. Our inclusive culture helps us to be bold, open to difference, embrace curiosity, and spark positive change in ourselves and others.

Amaze is an Autism Plus Employer. We provide support and adjustments, starting with the recruitment process We nurture an environment that is personally accountable, supportive, psychologically safe, inclusive, and high performing.

Why you should work for Amaze

There are lots of reasons why you should work with us. Here are just a few
- Join a team who are passionate about driving positive change so Autistic people and their families can live their best lives.
- Our culture emphasises kindness, respect, and inclusion. This includes actively engaging and supporting a neuro-divergent workforce and offering reasonable adjustments and flexible working arrangements.
- Access to a holistic employee assistance program (EAP) for staff and their household members.
- Personal and professional development opportunities.
- Gifted leave days over