Apprentice Case Support Officer

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Jobs, Skills, Industry and Regions

**Salary**: $95,102 - $107,905

Occupation: Education and Training

Reference: VG/101263

The Department of Jobs, Skills, Industry and Regions is focused on growing Victoria’s prosperity, building the productive capacity of our economy and increasing participation - by creating more opportunities for people through skills and jobs; helping businesses and industries to thrive; and building vibrant communities and regions. For more information, see the DJSIR Strategic Plan 2023-2027

Established on 1 January 2023, our work spans numerous portfolios, supporting departmental ministers and operating across metropolitan, regional and international offices. We oversee various public entities, including public corporations, regulatory authorities and specialist boards.

Our values are accountability, integrity and respect, and underpin everything we do.

**Apprenticeship Case Support Officer (ACSO)**
- _Salary: $95,102 - $107,905 (Plus Superannuation)_
- _Fixed term role: 2 years_
- _Usual hours of work: Full time (flexibility may be available)_
- _Usual work location: 121 Exhibition Street, Melbourne (flexibility may be available)_

**The Role**

Are you passionate about shaping the future of the Apprenticeship and Traineeship sector? We

are seeking a dynamic and experienced customer or industry support professional to lead a transformative journey that will improve safety and quality outcomes for apprentices and trainees right across Victoria.

The Apprenticeship Case Support Officer (ACSO) will be a part of the team that develops and then operates a centralised Apprenticeship Help Desk with case management functions, to provide a single point of contact for apprentices, trainees and employers to access information, guidance and support.

This role will have relationships with the Apprenticeship Support Officer (ASO) program within Apprenticeships Victoria, as well as key regulators within the Apprenticeship and Traineeship system, such as the Victorian Registration and Qualifications Authority (VRQA), Fair Work Ombudsman, Labour Hire Authority and WorkSafe. Industrial and industry expertise will be an element that is required or developed as part of the help desk.

The Apprenticeship Assistance Program team will provide a first point of contact for apprentices, trainees and employers via various help desk communication mediums. It will triage inquiries and complaints and provide a case management function for serious issues, such as not being released for training, safety concerns in the workplace and underpayment of wages.

Where the matter is a complaint, the complaint will be lodged via an agreed pathway with the appropriate regulator, and the issue tracked and monitored through a database. The case management approach will ensure that apprentices and trainees have a single point of contact and are supported throughout their complaint with regular proactive contact from the case manager.

The Apprenticeship Support Officer - Help Desk will seek to avoid duplication with existing and planned responsibilities of Apprentice Connect Australia Provider (ACAPs) and HeadStart, particularly around sign‑up.

Your work will play a crucial role in supporting apprentices and trainees, ensuring their experiences are of the highest quality.

Accountabilities include:

- Provide high quality case management and specialist advice, assisting parties to improve understanding of rights and roles, clarify issues and explore potential solutions and find mutually acceptable outcomes.
- Actively contribute to the development of a positive and high-performing team culture, including identifying and implementing opportunities to improve teamwork practices.
- Manage incoming enquiries and triage in line with policies and procedures in a sensitive, accurate and efficient manner.
- Anticipate customer needs and provide responses that include additional helpful information related to a query.
- Manage complaints including support and monitoring of progress of referrals through to all seven applicable regulatory bodies

**The Team**

The position of Apprenticeship Support Help Desk Officer forms a part of the Insights and Reform unit within the Apprenticeships Victoria Branch within the Skills and Employment Group.

**About You**

To be successful in this role, you will have:

- Experience in a help desk, case management or industry/customer service role.
- Conflict management and negotiation skills.

**Further Information**

The department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards.

**How to Apply**

**Applications close at 23:59pm on 28 Janaury 2024**.