Gaz - Aps5 - Act/nsw/sa/vic - Content Writer

**Contact**:hiringManagerName **Phone**: 0424 948 573
**Period of Vacancy**:Ongoing
**Number of Vacancies**:Several

**Who can apply**:
Please note this opportunity is available to current Australian Public Service employees and all eligible members of the community.

**About the Department of Home Affairs**:
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The Department of Home Affairs is responsible for centrally coordinated strategy and policy leadership in relation to domestic national security arrangements, law enforcement, emergency management, counter-terrorism, social cohesion, the protection of our sovereignty, the integrity of our border and the resilience of our national infrastructure.

The Australian Border Force, an operationally independent body within the Department of Home Affairs, is Australia's frontline border law enforcement agency and Australia's customs service. The Australian Border Force's mission is to protect Australia's border and facilitate the legitimate movement of people and goods across it.

**Overview of the Branch and Section**:
The Service Delivery Operations Branch sets the overarching strategy and policy for client service in the Department. Service Delivery Operations Branch champions the Government’s Service Delivery and Digital Transformation Agenda and delivers simple, clear and fast information and services to clients and stakeholders and strives to continuously improve the cross-channel user experience. The Branch provides service delivery to departmental clients through call centre arrangements, online, feedback management & escalation, provision of helpdesk and business support for both internal and external stakeholders.

The Content Management and Optimisation Section develops and coordinates content for Home Affairs’ online and phone channels. This includes managing content forwebsites in the Home Affairs portfolio, including the Virtual Assistant; creating and managing knowledge management articles for the Department’s Global Service Centre (callcentre); leading and managing engagement with business areas in relation to content management and performance and analysing user feedback to ensure content responds to and reflects user needs.

The Section works closely with Website Operations and Redevelopment Section, business areas and stakeholders to improve and deliver publishing ready content that is fit for purpose, supporting better client experience.

**About the roles**:
Content Writers develop and manage content for online (including websites and digital assistant) and phone (knowledge management) to enhance the cross-channel user experience. They manage and optimise content using data analysis and engagement with business areas

You will have excellent writing and editing abilities, with have experience presenting policy information for clients that is
- Easy to understand and navigate
- Structured to meet their needs
- Inclusive
- Accessible.

You should possess the ability to quickly assimilate and analyse information, adapt to changes and contribute towards innovation and continuous improvement.

A team player, you contribute to improvement and innovation. You have have an interest in improving user experience and the use of data to support changes.

You will also have experience working with stakeholders with tact and discretion.

**Specific duties/responsibilities**:

- Write, edit, coordinate and optimise content for Home Affairs online and phone channels in accordance with Australian Government Style Manual to optimise readability and accessibility
- Engage with relevant business areas on content improvement
- Ability to understand and link content to the strategic objectives of the Home Affairs portfolio
- Interpret policy information to present content for clients that is:

- Easy to understand and navigate
- Structured to meet their needs
- Inclusive
- Accessible.

**Role requirements/qualifications**:
Significant experience and/or qualifications in communication, writing for diverse audiences, client service delivery, or other related disciplines is highly desirable.

**Applicant response**:
Please prepare a one-page Applicant Response 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.

**How to apply**:

- Your CV
- Your Applicant Response document
- Details of referees
- Include your full name and the Requisition Number - **id** in the footer of any documents being uploaded.

**Eligibility and Specific Conditions of Employment**

To be eligible to work with the Department of Home Affai