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Senior Complaints Officer

  • Professional Membership Association: National Voice for Social Justice
  • Nationally networked service delivery [flexible location]
  • Part time 6 months fixed term [2 - 3 days negotiated]

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

As an experienced Senior Complaints Officer, you will use your extensive knowledge and expertise of complaint systems and best practice, as well as learnings from the review to identify knowledge gaps, deliver strengthened processes and systems and develop resources and other collateral for the AASW complaints system.

Your key responsibilities will include [not limited to] the following:

  • Develop a project plan identifying and scheduling the requirements of the ECMP review;
  • Review the current Ethics By-Laws, processes and documentation associated with the AASW ECMP, including the legacy system in place prior to October 2020;
  • Engage with key internal stakeholders to develop an understanding of roles and functions of the ECMP, current procedural knowledge, their experiences of the system, and areas for improvement;
  • Draw on your experience of complaints processes and best practice in complaint handling to identify the deliverables required;
  • Write content for website, emails, letter templates, guidelines and procedures, complaint operations manual;
  • Update Complaints form;
  • Update AASW website content about the ECMP;
  • Detailed processes for case review, decision making, conciliation, mediation and hearings;
  • Create process flow diagrams to easily communicate the function of the ECMP;
  • Write the procedures manuals and training documents and other collateral;
  • Provide a leading role in the 12-month evaluation of the ECMP including engaging all stakeholders including the Ethics Council, Case Reviewers, Hearing Panellists etc.;
  • Deliver a report on the outcomes of the review for the National Ethics Council that identifies outcomes and actions;
  • draw on complaints expertise and initiative to investigate best practice processes;
  • Identify and engage with a range of relevant external stakeholders who can provide expertise and insight regarding complaints systems and regulation; and
  • Engage with internal parties and ECMP stakeholders, such as Ethics Council members, Case Reviewers, and AASW Ethics Office and management staff to draft and synthesise their diverse complaints expertise for the purpose of the AASW processes.

Please refer to the position description for a complete list of position responsibilities.

Key selection criteria:

Essential

  • A minimum of 3-5 years’ experience in a Senior Complaints Role (such as Investigations, Management etc.) preferably within a regulatory, Government, or health setting;
  • Strong and diverse knowledge of complaints handling best practice, including: fairness principles; complaints processes and procedures; legal and privacy paradigms; investigative procedures; decision making; and mediation, hearings and appeals;
  • Experience delivering projects involving similar program evaluations.
  • Demonstrated high-level written communication skills, including experience in the development of manuals, frameworks, templates, training and internal procedures;
  • Strong collaborative skills, and capacity to work respectfully and effectively with diverse stakeholder and professionally divergent perspectives, expertise and viewpoints;
  • Demonstrated ability to manage effectively a number of tasks and deliver to deadlines;
  • Understanding of the Privacy Act and Family Law Act;
  • Excellent administrative skills and high proficiency in the use of information technology;
  • Relevant tertiary qualification, preferably in a law, health, welfare or management;
  • Ability to work autonomously with minimal supervision;
  • Ability to work well under pressure and to respond flexibly to changing circumstances;
  • Strong attention to detail and ability to identify risk and develop risk mitigation strategies;
  • Demonstrated experience with continual quality improvement frameworks and implementation.

Desirable

  • Leadership experience in a complaints environment
  • Ability to develop and deliver training resources to key complaint stakeholders;
  • Demonstrated experience in a regulatory complaints environment
  • Demonstrated understanding of the compliance role in a self-regulating profession
  • Understanding of the social work or other Health/community services profession OR legal skills and experience.
  • Previous experience in the development of procedures, operational manuals and guidelines, and provision of training
  • Experience with Visio or other process flow development software
  • Skills using SALESFORCE and TEAMS/SharePoint for file management.

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé, a cover letter outlining why you wish to be considered for the position, and no more than two pages responding to the key selection criteria listed above.

Please email Sofie Fabre for more information sofie.fabre@aasw.asn.au

Applications close 14 October 2021.

Complaints Officer

  • Professional Membership Association: National Voice for Social Justice
  • Nationally networked service delivery [flexible location]
  • Full Part time 12 months fixed term [part time considered0.6 FTE, 3 days]

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

Do you have excellent attention to detail and well-developed communication skills? In this role, you will prepare formal communication to stakeholders regarding complaint outcomes and actions, consistent with the AASW By-Laws on Ethics, Operational Guidelines, and Ethics Council decisions. You will also provide day-to-day secretariat support to the Ethics Complaints Management Process [ECMP], drawing on experience working in a complaint handling setting.

Your key responsibilities will include [not limited to] the following:

  • Apply privacy and confidentiality principles to all complaint records;
  • Respond to Complainant and Respondent phone calls and emails in a professional and timely manner;
  • Communicate effectively and use appropriate strategies with persons who may present with distress or challenging behaviours;
  • Prepare all complaint files in a manner consistent with administrative procedures and guidelines;
  • Undertake preliminary assessment of complaint eligibility to proceed through the ECMP;
  • Prepare complaint files and documents for allocation to independent Case Reviewers;
  • Prepare agendas, minutes, case data and papers where required for Ethics Council meetings.
  • Provide secretariat, administrative and procedural support to all ECMP stakeholders, including Case Reviewers, the Ethics Council, Conciliators, Mediators, Hearing and Appeals panellists;
  • Ensure complaints are progressed through the ECMP in a timely manner, in accordance with the timelines outlined in the AASW By-Laws on Ethics;
  • Provide administrative, procedural, and technical support should complaints proceed to Conciliation, Mediation, Hearing or Appeal; and
  • Act as the key point of communication and liaison for the ECMP, both to internal and external parties.

Please refer to the position description for a complete list of position responsibilities.

Key selection criteria:

Essential

  • A minimum of 2-3 years' experience in a complaint handling role, preferably within a regulatory, health or community services setting.
  • Relevant tertiary qualification, preferably in a health, welfare, data management or administrative area.
  • Excellent administrative skills and high proficiency in the use of information technology.
  • Demonstrated high-level communication skills including phone, email, and formal correspondence.
  • Ability to communicate and respond respectfully with distressed or heightened persons.
  • Ability to work autonomously with minimal supervision.
  • Ability to work well under pressure and to respond flexibly to changing circumstances.
  • Strong attention to detail and ability to identify, escalate and manage risk.
  • Demonstrated ability to effectively manage tasks and deliver to deadlines.
  • Ability to ensure privacy and confidentiality over information provided, as appropriate.
  • Demonstrated experience with continual quality improvement frameworks and implementation.

Desirable

  • Experience in a regulatory complaint environment.
  • Understanding of the compliance role in a self-regulating profession.
  • Understanding of the social work or other Health/community services profession.
  • Experience in the development of procedures, operational manuals, and guidelines.
  • Experience preparing meeting minutes and agendas.
  • Advanced Excel and data management skills.
  • Skills using SALESFORCE and TEAMS/SharePoint for file management.

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé, a cover letter outlining why you wish to be considered for the position, and no more than two pages responding to the key selection criteria listed above.

Please email Sofie Fabre for more information sofie.fabre@aasw.asn.au

Applications close 14 October 2021.

Higher Education Accreditation Officer

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

The AASW accredits entry-level social work degrees offered by Universities and Higher Education Providers (HEPs) throughout Australia. The HEP Accreditation Officer supports the accreditation process and the interpretation and revisions of the Australian Social Work Education and Accreditation Standards (ASWEAS) and associated guidelines.

The professional officer is responsible for delivering high quality and efficient assessment and accreditation of HEPs against the ASWEAS.

Your key responsibilities will include [not limited to] the following:

  • Allocating Review Panel members from a pool to participate in the HEP accreditation process;
  • Preparing a contract-for-service for each of the panel members & HEPs for each scheduled review, in consultation with the Team Leader, HEP Accreditation;
  • Facilitating the orientation and induction of new and existing HEP panel members;
  • Managing the issue and payment of invoices via the AASW’s Finance Team;
  • Monitor the audit and accreditation program throughout the audit cycle and ensure HEPs comply with their reporting and annual requirements;
  • Responding to enquiries from Higher Education Providers (HEPs), Audit, Accreditation Panel Members/consultants, social work students, AASW members, professionals and members of the public, by phone and email, in a professional and timely manner;
  • Establishing and maintaining constructive and productive relationships with relevant HEPs across Australia;
  • Providing advice and information to HEPs on all aspects of the audit and accreditation process, including assisting with presenting to Heads of School/other representatives on the ASWEA Standards and the accreditation process;
  • Acting as a mediator between Review Panel members and course providers, particularly in relation to communicating the findings of the accreditation and consultancy processes; and
  • Prepare and administer, in conjunction with the HEP Team Leader, the program’s annual schedule of audits and accreditations.

Please refer to the position description for a complete list of position responsibilities.

Key selection criteria:

Essential

  • Qualification in Social Work or related field
  • Experience of effectively managing a quality auditing program of work within agreed service delivery timelines and standards
  • Demonstrated capacity to manage competing work demands in a complex environment within tight delivery timelines
  • Ability to mediate and facilitate stakeholder decision-making activities in accordance with the ASWEA Standards
  • Well-developed report writing skills, including experience of summarising detailed reports into executive summaries
  • Experienced in presenting to, and facilitating group sessions
  • High-level administrative and organisational skills
  • Proficient in the use of Microsoft applications
  • Ability to work autonomously with minimal supervision and as part of a team

Desirable

  • Experience in technical writing
  • Experience in an auditing program
  • Understanding of the Australian higher education environment

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé, a cover letter outlining why you wish to be considered for the position, and no more than two pages responding to the key selection criteria listed above.

Please email Simon Kuut for more information simon.kuut@aasw.asn.au

Applications close 14 October 2021.

Senior Policy & Advocacy Advisor, Mental Health Advocacy

  • Professional Membership Association: National Voice for Social Justice
  • Nationally networked service delivery [flexible location]
  • Full time ongoing (part time considered)

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

A great opportunity for a suitably skilled senior policy advisor to drive advocacy around mental health reforms at both a state/territory and federal level, while also driving strategic advocacy for the Associations Accredited Mental Health Social Workers (AMHSW’s). This is a unique position which will be supporting critical work during an exciting period of growth for the Association.

Your key responsibilities will include [not limited to] the following:

  • Conduct research and identify policy solutions ensuring materials accurately represent the views and values of the profession and members;
  • Coordinating, delivering and acting in Secretariat and Chair roles for the member National Advisory Panels (established member consultation frameworks);
  • Identify and engage interested members who are subject matter experts with current knowledge/practice in specific policy areas;
  • Raise the profile and awareness of the AASW and the social work profession, through a range of communication channels including face-to-face, print, social and online media;
  • Identify and respond to opportunities to elevate the Association and the profession in the broader community including supporting larger advocacy initiatives such as campaigns, media, and engagement with external stakeholders;
  • Contribute to the development of supporting infrastructure and processes for the Social Policy and Advocacy Team; and
  • Work with the Manager of Social Policy and Advocacy to implement the AASW Social Policy and Advocacy Team operational plan

Please refer to the position description for a detailed outline of the position responsibilities.

Key selection criteria:

Qualifications

  • Relevant qualification in Social Work or related

Social Policy and Advocacy

  • Demonstrated experience in social policy analysis, development and high-level analytical research skills
  • Demonstrated understanding of government, political and bureaucratic systems and demonstrated experience in effectively engaging to influence change
  • Demonstrated experience in advocacy activities, including development and implementation of strategies and campaigns to influence change
  • Ability to support and mentor other staff in policy development, advocacy and media representation

Stakeholder Relationship Management

  • Excellent interpersonal and communication skills and the ability to work across a broad range of groups, including members, networks, stakeholders in government and non-government agencies
  • Demonstrated experience in developing, coordinating and delivering stakeholder engagement activities including acting as Secretariat throughout life-cycle of consultative processes
  • Demonstrated experience in building and maintaining effective relationships and partnerships

Self-Management skills

  • Ability to initiate and manage projects with demonstrated experience in managing competing priorities, periods of high workload and meeting short deadlines
  • Ability to work independently and seek support and supervision as required

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé, a cover letter outlining why you wish to be considered for the position, and no more than two pages responding to the key selection criteria listed above.

Applications close 30 September 2021.

Apply here

Social Policy & Advocacy Officer

  • Professional Membership Association: National Voice for Social Justice
  • Nationally networked service delivery [flexible location]
  • Full time ongoing (part time considered)

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

This opportunity presents for a skilled social policy and advocacy officer to join our small team. You will be experienced in social policy and advocacy, and will preferably have knowledge of the key social policy spaces in which social workers work.

Your key responsibilities will include [not limited to] the following:

  • Research, write and develop social policy, advocacy, and communication materials;
  • Engage key stakeholders and harness their expertise in the development of social policy, advocacy, research and media initiatives;
  • Raising the profile and awareness of the AASW and the social work profession, through a range of communication channels including face-to-face, print, social and online media; and
  • Contributing to the Social Policy and Advocacy team and its activities, and the effective operations of the organisation.

Please refer to the position description for a detailed outline of the position responsibilities.

Key selection criteria:

Qualifications

  • Relevant qualification in Social Work or related

Social Policy and Advocacy

  • Demonstrated experience in social policy analysis and development
  • Demonstrated high level analytical research skills, written and verbal communication
  • Demonstrated understanding of government, political and bureaucratic systems

Stakeholder Engagement and Relationship Management

  • Demonstrated experience in organising and delivering stakeholder engagement activities including acting as Secretariat throughout life-cycle of consultative processes
  • Demonstrated experience in building and maintaining effective relationships

Self-Management skills

  • Ability to initiate and manage projects with demonstrated experience in managing competing priorities, periods of high workload and meeting short deadlines
  • Ability to work independently and seek support and supervision as required.

Desirable Requirements

Understanding of:

  • Contemporary social work policy and practice issues
  • The role of a professional association and/or peak body

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé, a cover letter outlining why you wish to be considered for the position, and no more than two pages responding to the key selection criteria listed above.

Applications close 30 September 2021.

Apply here

Virtual Training Coordinator

  • Professional Membership Association: National Voice for Social Justice
  • Nationally networked service delivery [flexible location]
  • Full time 12 months fixed term

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

The purpose of this newly created role is to provide end-to-end coordination, delivery and production of live online webinars and workshops including contracting and liaising with subject matter experts and trainers. Your schedule will include facilitating practice sessions, hosting CPD events, preparing evaluations, setting the CPD program stream and securing webinars and events.

This role is a key player in supporting contemporary adult learning experiences and programs for the continuing professional development of social workers.

Your key responsibilities will include [not limited to] the following:

  • Prepare CPD program stream scheduling webinars and virtual workshops, developing a pipeline of events
  • Schedule and facilitate all events including practice sessions
  • Coordinate agreements, scheduling calendar invites, setting up the virtual classrooms
  • Setting up registration pages, promoting CPD events and programs
  • Attract opportunities to the CPD Program
  • Promote CPD events to members and non-members
  • Deliver end-to-end in-house training for corporate customers, including arranging subject matter expert / trainer
  • Provide a key point of contact for information/communication for CPD program contributors, trainers and subject matter experts
  • Build relationships with trainers and subject matter experts ensuring quality delivery
  • Conduct needs analyses for relevant, contemporary and effective CPD for members and non-members
  • Provide quality learning experiences for the social work profession
  • Please refer to the position description for a full list of duties and responsibilities

Key selection criteria:

  • You will hold or currently completing a Certificate IV in Training and Assessment
  • Experience in facilitating and producing virtual training for adult education provider
  • Engaging virtual presentation skills
  • Demonstrated commitment to delivering excellent customer and learning experiences for members, customers and stakeholders
  • Experience in troubleshooting and problem solving in-the-moment ensuring the virtual session is not impacted
  • Well-developed interpersonal skills, including the ability to liaise and build relationships with a range of trainer, subject matter experts and customers
  • Excellent written and verbal communication skills
  • Excellent time management and project management skills including ability to plan, set priorities and to meet deadlines, as well as work flexibly to respond to shifting needs
  • Demonstrated commitment to evaluation, quality improvement and quality assurance processes
  • High level proficiency with Ms Office Suite, CRM databases, virtual training platforms and learning management systems
  • Ability to work outside of core business hours, including evening and occasional weekend hours

Please refer to the position description for a full list of duties and responsibilities.

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé and a cover letter addressing the key selection criteria listed above. Applications close 24th September 2021.

Apply here

Deputy CEO

  • Professional Membership Association: National Voice for Social Justice
  • Key leadership role
  • Full time ongoing

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

This newly created role has a key focus to provide high level support and advice to the Chief Executive Officer and represent the AASW as required in the CEO’s absence. Reporting directly to the CEO, this role will support and implement the objectives and policies of the Australian Association of Social Workers.

You will be an experienced and inclusive leader who has demonstrated success in driving sustainable organisational and cultural transformation which has achieved positive change. Your leadership will have created measurable influence and increased organisational capacity.

Critical to success will be your capacity to build collaborative and productive working relationships across the Association providing leadership and day-to-day support to the operational teams and Officeholders.

Your key responsibilities will include the following:

  • Deputise for the CEO in their absence and support the CEO in the day-to-day management of the AASW and at Board meetings
  • Facilitate regular report preparation to the CEO
  • Assist the CEO to lead high level stakeholder engagement
  • Provide leadership to the Executive Leadership Team meetings
  • Support the culture of a cohesive team and positive work environment
  • Support the work of the Board and other committees and attend meetings and prepare regular reports
  • Support the work of the National Research Committee
  • Lead and assist with the implementation of high-level organisational functions such as strategic planning, policy development and organisational change processes
  • Assist with the development and auditing of AASW policies and procedures
  • Negotiate memorandums of understanding with external stakeholders
  • In consultation with the CEO, ensure that the Association meets its legal and statutory obligations.
  • Provide assistance in the development and management of funding contracts and new funding from available sources.
  • Grow business opportunities of the Association through increasing external grants and funding opportunities
  • Project management of nominated projects

Please refer to the position description for a full list of duties and responsibilities.

Key selection criteria:

Essential

Qualifications & Experience

  • Tertiary qualification in Social Work
  • 6+ years senior leadership experience

Vision & Strategic Agility

  • Ability to create and communicate a compelling and inspiring sense of purpose, thriving on change and adapting to new environments or conditions quickly
  • Demonstrated experience in an executive leadership role within a dynamic environment, achieving strategic plans through development and implementation of innovative solutions

Business Acumen

  • Will be knowledgeable and have sound understanding of industry trends, practises and policies affecting corporate governance of the organisation as well as the Association’s legislation, regulations and protocols including WHS, EEO and privacy
  • Experience at delivering sound financial management and operational excellence as well as working as a key advisor to Board
  • Experience in developing and implementing corporate strategy and business planning processes and managing budgets

Builds & Develops Effective Teams

  • Ability to effectively lead and manage a senior team and integrate new people into the business
  • Ability to empower senior team whilst providing appropriate level of supervision
  • Can create a collaborative environment amongst team and volunteer groups

Member/ Stakeholder Focus

  • Will have an understanding of member/stakeholder needs, interests and concerns
  • Demonstrate a proven member centric approach that delivers value propositions
  • Ability to build valued partnerships with education, industry and government groups through engagement and advocacy

Communicator & Motivator

  • Ability to relate to all types of people, building constructive and long-term relationships
  • Be persuasive and able to energise, inspire and influence others
  • Ability to operate as lead representative/ principle advocate on behalf of the organisation
  • Significant experience in the use of social media / multimedia platforms / tools as part of a strategic focussed media agenda
  • Extensive experience in crafting succinct and lucid reports / formal submissions

General

  • Advanced skills in Microsoft Word, MS TEAMS, Google Analytics, Salesforce
  • Willingness to travel overnight intra-state and interstate travel
  • Current motor vehicle driver’s licence
  • Willingness to attend out of hours meetings

Desirable

  • MBA or advanced degree in Business or related field
  • Excellent network of influential contacts at local and national level
  • Proven experience in project management including briefing, reporting, interpersonal skills & time management
  • Extensive list of industry contacts
  • Experience of reporting to and advising volunteer Boards/Steering Committees/Expert Panels

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé and a cover letter addressing the key selection criteria listed above.

For more information please email Cindy Smith, CEO cindy.smith@aasw.asn.au Applications close 5pm 28th September 2021.

Online Community Manager - Melbourne based

Part time 3 days [0.6FTE] fixed term 2 years

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

Reporting to the National Manager Membership Engagement, the primary purpose of this role is to drive current and new member engagement and retention via the AASW Social Work Australia Community by building and maintaining strategic, qualified engagement in the community.

This new position will invigorate, raise brand awareness through building a dynamic and engaged online community.

Your key responsibilities will include [not limited to] the following:

  • Building and maintaining strategic, qualified engagement in the community (via conversational tactics and content creation)
  • Implementing and optimising desired member/user journeys
  • Governance setting and maintenance, including moderation, risk management and issues escalation
  • Leading the tone and culture of the community via social norms, rituals and focused interactions
  • Regular measurement and reporting on success and health metrics (business and social/communal)
  • Implementing reputation and recognition programs
  • Building and maintaining strategic relationships with key community participants based on organisational objectives (e.g. founding members, subject matter experts, influencers)
  • Working cross-departmentally to create and communicate community value
  • Organising and refreshing the community for optimal user experience and outcomes (e.g. archiving content no longer useful)
  • Reporting community intelligence and insights to leadership and stakeholders
  • Spokesperson for the community internally and externally, if required
  • Related work for the organisation around the community; e.g. creating content about or representing the community for peers, customers or the media

Key selection criteria:

  • Bachelor of Social Work Degree 5+ year experience within the industry
  • Highly proficient communication skills both oral and written
  • Proven experience with successfully engaging across a wide range of stakeholders
  • Highly self-driven and an ability to work autonomously with minimal supervision
  • Ability to undertake occasional interstate travel from time to time
  • Conflict and issues management
  • Data and reporting experience

Skills or experience relating to unique or specific needs of the Social Work Profession and the community that they work with and support

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé and a cover letter addressing the key selection criteria listed above.

Team Leader, Member Engagement & Retention

  • Professional Membership Association: National Voice for Social Justice
  • Nationally networked service delivery
  • Full time [fixed term 2 years]

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

Reporting to the Manager, National Membership Engagement and working as a part of a collaborative team, the Team Leader Member Engagement & Retention is responsible for executing strategies that will target membership growth and retention of cohorts including lapsed members, potential new members and existing members.

Your key responsibilities will include [not limited to] the following:

  • Lead, motivate and coach team members
  • Identify and implement strategies to support collaboration, knowledge and information sharing
  • Be the primary point of contact and accountability for the operational and service delivery requirements (including budget preparation and management) of the business unit
  • Provide a primary point of contact for all member enquiries via allocated call centre time periods
  • Understanding and striving to meet or exceed call centre metrics while providing excellent and consistent customer service
  • Provide a professional and courteous customer service to all enquiries and communications in line with policies and agreed timeframes
  • Participate in outbound and inbound member activities and campaigns
  • Ensure and maintain integrity and accuracy of the membership database
  • Taking part in training and other learning opportunities to expand knowledge of association and position
  • Participate in the membership on-boarding process
  • Participate in the development and drive the implementation of strategies targeting new member sales
  • Participate in the development and drive the implementation of strategies targeting member retention

Please refer to the position description for a full list of duties and responsibilities.

Key selection criteria:

  • Demonstrated experience in a customer service environment with demonstrated KPI’s
  • Previous team management / leadership
  • Business development and/or sales background experience including customer retention and recruitment
  • Highly developed communication skills [active listening, verbal and written]
  • Professional/confident phone voice
  • Proficiency with computers, especially with CRM and LMS systems and processes, and strong typing skills
  • Ability to manage challenging/ difficult conversations
  • Strong time management skills
  • Adaptability and accountability
  • Well-developed project management, administrative, data analytical and organisational skills
  • Excellent communications skills
  • Enthusiastic with a positive can-do attitude
  • Ability to manage competing priorities
  • Commitment to innovation and continuous quality improvement

Please refer to the position description for a full list of duties and responsibilities.

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role, your application must include your résumé and a cover letter addressing the key selection criteria listed above.

Apply here

Applications close 29 September 2021.

Branch Service Co-ordinator

  • Service coordination with member service focus
  • Full time or part time [fixed term 12 months - may extend]
  • Inner Melbourne based or other states [mix of remote work from home]

Are you wanting the challenge of a multi-faceted service coordination role? This part time opportunity might just give you the flexibility and fulfilment you are seeking!

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

Reporting to the Member Services Team Leader, this role is responsible for:

  • Scheduling, coordinating and attending Management Committee meetings and other meetings as required, ensuring associated meeting documentation and papers are prepared and circulated in a timely and professional manner.
  • Providing administration support, particularly in relation to taking and preparing minutes of meetings, agenda preparation, circulation and related activities.
  • Operating as the key point of contact for responding to enquiries via phone, email and online channels.
  • Working with relevant internal departments to ensure processing of invoices, reconciliation of payments, management of records and data management compliance.
  • Coordinating Professional Development activities for members including the promotion of activities, coordinating member bookings, room and catering bookings.
  • Building collaborative operating arrangements and Professional Development related information sharing.
  • Working with relevant departments to ensure processing of invoices, reconciliation of payments, management of records and data management compliance.
  • Actively engaging with key stakeholder groups/institutions.
  • In consultation with the Education Team, Committee and Practice Groups managing the successful delivery of the Branch events program.
  • Undertaking project work and associated tasks as required by the Member Services Team Leader.

Key selection criteria:

Essential Requirements

  • Relevant experience
  • Tertiary qualified in business / administration an advantage
  • Professional communication skills
  • Excellent customer service skills
  • Excellent collaborative skills to work with a range of stakeholders
  • Project management skills and knowledge of project management principles
  • Experienced in coordinating learning events and professional meetings
  • Ability to work autonomously with minimal supervision as part of small team
  • Experience in drafting routine correspondence and preparing newsletter/publications
  • High level administrative and organisational skills, including managing work deadlines and managing information
  • Influence and negotiation skills
  • Analytical problem solving and conflict resolution skills
  • Highly skilled in the use of MS Suite of products, Word, Publisher, PowerPoint and Excel
  • Ability to undertake occasional travel interstate from time to time and attend out-of-hours meetings etc.

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

Please send us your résumé and a cover letter addressing the key selection criteria listed above.

We are reviewing applications daily so please apply today. Applications close 27th September

AASW - Australian Association of Social Workers