Welcome Support Coordinator

About Multicultural Australia   

Multicultural Australia is a leading Queensland multicultural organisation, providing settlement services for migrants, refugees and people seeking asylum. We aim to grow multicultural values across our State and to empower newly arrived Queenslanders from diverse cultural and language backgrounds through advocacy, community development and a range of client services.

About the role:

Multicultural Australia is currently offering an opportunity for Welcome Support Coordinator to work as part of our Welcome and Initial Settlement Support team. The role of the Welcome Support Coordinator is to provide high-quality, agile, and culturally appropriate initial support to newly arrived Queenslanders by linking them with essential services and support to build a foundation of settlement success. The Welcome Support Coordinator aims to provide leadership, guidance, coordination, and support to a geographically based Welcome Support Team, ensuring oversight and delivery of client-centred best practices, meeting all KPIs and enabling a positive team culture. This role will provide support to Brisbane, Logan, Gold Coast, Ipswich. 

Responsibility:

Among other duties, the successful candidate will:

• Provide leadership, guidance, clear direction, and support for all operational needs of the team. 
• Oversee notification of clients’ arrival and geographical movements to update relevant internal and external systems and consolidate the clients’ data to inform the planning and delivery of initial settlement support. 
• Oversee plan and coordination of on-arrival airport support for all clients, including large groups of newly arrived people to Australia across all service regions as requested. 
• Oversee the coordination and delivery of all initial supports, including accommodation, necessary personal items, referrals, and linkage with all essential registrations to relevant services. 
• Supervise referrals to Service Australia and TAFE, ensuring prompt and quality service delivery. Handle escalations of issues, and when necessary, escalate to the Program Manager for resolution. 
• Manage the procurement and logistic plan for delivery of food and personal items services to clients. 
• Manage the initial support budget, ensuring it is within the approved service delivery provision. 
• Establish and maintain effective positive working relationships with key external stakeholders, including government, business and community organisations, internal stakeholders, and client service teams. 
• Provide regular supervision to the Operations & Systems Officer and Admin/Claims Assistant and create opportunities to reflect, improve, share, and implement best practice client service and innovative approaches that allow clients to build a strong foundation for their settlement goals. 
• Provide leadership and support to ensure the team meets contractual Performance Indicators across service delivery areas and team activities comply with Multicultural Australia and program-specific contractual, audit and service standard requirements. 
• Support Program Manager with recruitment, induction, training, and Multicultural Australia culture orientation of new WAISS staff and support staff such as Bicultural Workers. 
• Actively strengthen commitment to risk management by identifying, managing, escalating, and mitigating risks to achieve program objectives. 
• Ensure arrival support staff are equipped to prioritise the integrity of client-related documentation and data entry, maintaining accurate and timely records in Multicultural Australia’s client case management systems and other relevant government data management systems. 
• Provide reports to the relevant managers, contribute to funding body reports, undertake leadership in service planning and evaluation, and identify areas of improvement and project initiatives within the scope of settlement services. 

What qualifications and skills do I need?

You will be comfortable working in a fast-paced environment and have effective communication and interpersonal skills. As well as having a confident and positive personality, you will possess:

• Possession of Possession of Bachelor of Applied Sciences (Community Services) or Diploma of Community Services (Case Management). Other relevant qualifications (including overseas qualifications) or experience may be recognised.
• Demonstrated experience in leading direct client services or overseeing the delivery of operational logistics within humanitarian, culturally and linguistically diverse clients or vulnerable communities in a client-centred environment. 
• Strong understanding of, or willingness to obtain knowledge related to settlement services and specific issues relevant to refugee or vulnerable client cohort, and the ability to work effectively and sensitively across cultures to assist clients in their early settlement journey. 
• Demonstrated leadership capacities/skills to support team members to provide client-centred support while meeting program milestones and specifications. 
• Strong verbal and written English language communication and cross-cultural communication skills and an excellent understanding and knowledge of issues concerning support of Humanitarian entrants and migrants 
• Able to prioritise and respond to competing demands in an organized and timely manner.
• Developed skills in meeting deadlines with competing priorities and well-developed problem-solving skills.
• Resilience and tenacity to work collaboratively and positively in a fast paced and diverse work environment.
• Ability to write case plans, complete reports and any other professional documents within strict timeframes.
• Computer literacy and good working knowledge of MS Office applications including Outlook, Word, Excel.

Successful candidate will be required to have a valid driver’s licence, police check and apply for a Working with Children Blue Card. 

Please peruse the position description on our website for full details about the role: https://www.multiculturalaustralia.org.au/current_vacancies 

For any queries, please contact Deep Dassanayake, Program Manager - WAISS - *****@mcaus.org.au

How do I apply?

If your next move aligns with this position, please apply directly using the apply link!! You will redirect to our internal recruitment system to register your interest and submit a covering letter along with your resume. 

Please submit your application no later than COB 06/05/24. We encouraged you to submit your application as soon as possible as we might interview and appoint suitable candidates ahead of the closing date.

At Multicultural Australia, we pursue a workforce that is as diverse as our community - in race, ethnicity, gender, age, disability, sexuality, neurodiversity, culture and belief - and reflects the communities we work in. We recognise diversity and inclusion are fundamental to our culture and we are committed to providing a work environment in which everyone is included, treated fairly and with respect. 

We strongly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, people with a disability, and people of diverse genders and/or sexual orientations.