What do we do?
Settlement Services
Positions in Settlement typically include the following:
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Client Support Worker (HSP)
- Undertaking of phone or face to face assessments of clients (where required)
- Referral of identified high need / complex cases to Case Managers
- Case noting
- Referral to external and internal agencies
- Performing the duties of a Community Guide when required
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Case Management
- Working with team, clients and relevant stakeholders to provide holistic, strengths-based case management, information and referral services to HSP clients
- Coordinates the implementation of case management plans
- Ensures clients have access to all required services to achieve settlement outcomes
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Complex Case Management
- Working collaboratively as part of the Humanitarian Settlement Program Team to provide high level case management, information and referral services to HSP clients
- Provision of informal supervision and leadership with the care team to other case managers, client support workers and community guides
- Identifying opportunities for service innovation
- Working closely with the Team Leader HSP
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Team Leader
- Provision of professional supervision and operational support to Senior Case Managers, Case Managers Client Support Workers and Orientation Guides
- Ensuring that their Care Team meet all contractual KPIs within the expected time frames, and that the appropriate casework models and approaches are utilised
- Provision of support, guidance and troubleshooting assistance to the relevant Program and Management Teams
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Participant Support Officer
- Provide each new participant in the SEE Program with a short initial face to face or virtual engagement session outlining the role of the Participant Support Officer and how they can make contact in seeking support to maintain their training pathway/plan.
- Maximise client attendance by liaising with Teachers, Coordinators and Administrative employees to identify and engage participants at risk of disengaging from training.
- Liaise effectively with relevant clients to review possible engagement issues, and escalate complex issues to Enrolment & Engagement Coordinator as needed.
- Consider and resolve most engagement issues and provide participants with relevant information, organise referrals and assistance with accessing other services such as childcare and a range of community services that can address issues impacting on participants’ capacity to maintain their engagement with their training plan.
- Identify clients who will not be continuing with training and promptly advise Coordinator to activate client withdrawal to enable an additional enrolments.
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Teacher
- Plan and deliver accredited tuition programs to culturally and linguistically diverse (CALD) adult learners
- Demonstrate sound practice in client needs analysis, planning, delivering and assessing tailored programs that optimize settlement and employment outcomes for clients
- Undertake all assessment requirements using appropriate tools, provide feedback to clients on performance and progress and utilise assessment results to inform teaching practice
- Maintain accurate records of training plans and client attendance, progress and assessment, meeting all teaching and contractual administrative requirements to required standards in a timely manner.
- Provide basic pathway counselling and work closely with counsellors to assist clients plan and progressively review/clarify their educational, training and/or employment pathways
- Conduct language assessments (ISPLR) and entry interviews, as required, to facilitate appropriate student referrals and class placements.
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Education Support Officer
- Work closely with the Coordinator Hub Operations to provide administrative support within an Education Hub in the delivery of Education services across the range of programs, including but not limited to receive and handle phone calls as required and to accurately record student progress and outcomes on STRATA.
- Maintain a front of house presence at sites, including providing in person support to potential clients at sites as needed, and refer enquiries to relevant staff as appropriate.
- Provide support to existing AMES clients and related stakeholders enquiring about AMES education programs including but not limited to enquiries relating to Education courses, Course Training Plan (CTP) and class timetables as appropriate.
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Client Support Officer
- Provide administrative support as required to employees within the site in the delivery of services across the range of programs including (but not limited to) filing, preparation of materials, meeting notes, scheduling jobseeker appointments and Funding Agreements.
- Maintain accurate client and business information as required, including to establish manual and electronic records, process client records, maintain and update relevant databases.
- Retrieve data and standard reports from relevant databases as required.
- Process purchase orders, delivery and payment of goods and services according to AMES Australia’s procedures.
- Manage payments, corporate credit card(s) and petty cash ensuring a ready cash supply is available and accurate reconciliation is completed according to Quality Procedures
- This position may be a pathway to becoming an Employment Mentor with AMES Australia for people with no previous employment services experience or experience as an employment mentor
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Employment Account Manager (NSW)
- Provision of individualised support and assistance to job seekers addressing / overcoming barriers to employment and ensuring that they gain suitable employment in an appropriate time frame
- Negotiate, monitor and review the delivery of employment support services to jobactive clients
- Detailed assessments of job seeker capabilities against potential employment opportunities available within the local labour market, and preparing and reviewing Vocational Profiles (if required)
- Manage a caseload of jobseekers, reverse marketing candidates and job search training
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Industry Client Manager
- Research, create, maintain and drive industry specific relationships with employers, hosts and Registered Training organisations as well as employer groups, to create sustainable employment & training opportunities for AMES Australia clients
- Provision of labour market information to staff to develop employment opportunities for clients through referrals, placements and outcomes as well as setting best practice in employer relationship management
- Management of operational KPIs, compliance and performance expectations
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Customer Service Officer
- Greet all clients and visitors professionally and maintain reception and client interview areas to a professional standard
- Manage reception, telephone, website, social media and email enquiries in a timely manner, providing support and assistance to customers, external agencies and staff
- Identify the needs of the customer, check customer eligibility and provide accurate information to all customers relating to all activities and operations of AMES Australia
- Receive and handle complaints and/or feedback, providing appropriate solutions and alternatives within the time limits, escalating where necessary and following up to ensure resolution where possible
- Schedule client appointments with work brokers, teachers, case managers, community guides and other staff in accordance with the operational guidelines of each portfolio / division