MEA Assessment and Business Support Officer

Full time

Hybrid/remote

Great benefits

The Position:

The MEA Assessment and Business Support Officer works as part of the team responsible for conducting and managing a range of assessments including the assessments of overseas social work qualifications skilled employment assessments of post qualifying employment for migration skills assessments and AASW membership eligibility purposes mutual recognition assessments and AASW credentials.

The position will provide professional support to the business activities of the MEA/IQA team including online I.T. processes associated with the assessment of social work overseas qualifications for individual applicants for membership eligibility assessments and migration skills assessments. This position will also support and deputise for the Team Leader in their absence.

About the Association:

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia with more than 17000 members. The AASW sets the benchmarks for professional education and practice in social work and has a strong voice on matters of social justice human rights and issues that impact upon the quality of life of all Australians.

What our team thinks

We are proud to share highlights from our recent staff culture survey. Responding with strongly agree or agree our team reports:

• 94% find professional meaning in my work
• 88% are proud to work with us
• 90% would recommend the AASW as a good place to work

Your key responsibilities:

• Provision of high-level professional support to the activities of the MEA team including online processes associated with the assessment of social work overseas qualifications for individual applicants for membership eligibility assessment and migration skills assessments.
• Act as a key point of contact for enquiries across the team.
• Provide customer stakeholder demand management tools strategies to support the team.
• Escalate business issues and enquiries which are time critical or high priority to the Team Leader or Manager.
• Monitor customer service analytics to provide reports and information on the issues and gaps in service support and delivery processes.
• Ensure the automated processes of the team deliver quality efficiency customer expectation and value for money.
• Help members of the public overseas applicants and stakeholders navigate their query and support requirements ensuring that the engagement experience meets the customer excellence standards of the team and Association.
• Undertake business improvements in consultation with the team and third parties to meet the expectations of the Associations business quality and risk management systems.
• Analyse and prepare advice information written reports and correspondence to external and internal customers.
• Undertake assessments of social work qualifications for individual applicants for membership eligibility assessments and migration skills assessments in the context of the AASWs assessing authority status with the Federal Government Mutual Recognition Agreement.
• Provide written advice to applicants regarding outcomes and where appropriate reassessment review and appeals information
• Maintain necessary records quality of records and assessment processes.
• Co-manage the provision of information and advice about the AASWs assessments criteria and guidelines to those enquiring about assessments of qualifications and develop written material as required.
• Provide other AASW staff or program areas with advice on eligibility of overseas qualified applicants.
• Drive develop and implement improvements to member and non-member service delivery in line with AASW customer service.
• Continue to drive the transition and outcomes of the Salesforce CRM system including support to the project team where required.

Key selection criteria:

• Tertiary qualifications in business communications education and/or social work.
• A minimum of five years experience in business and service support roles.
• Demonstrated understanding and or experience in CRM technology and online service delivery including web and Salesforce
• Demonstrated experience and skills in meeting customer standards.
• Demonstrated understanding of procedural and business process development and implementation.
• Demonstrated ability to plan and prioritise work to meet deadlines.
• Excellent interpersonal and teamwork skills and a capacity to co-ordinate team members to achieve business objectives
• High level analytical and research skills to produce written reports and undertake assessments against compliance and procedural requirements

Desirable requirements:

• Salesforce knowledge/experience highly desirable
• Previous experience in working in a member-based organisation or association

How to Apply

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 12th of January however we reserve the right to end the closing date early.

Please direct any queries to: