The Housing and Homelessness Collections Operations Unit (HHCOU) manages the Specialist Homelessness Services Collection (SHSC) on behalf of States and Territories. The unit works directly with Specialist Homelessness Services (SHS) agencies to collect high-quality monthly data and provides support through a national hotline. HHCOU also designs and delivers national training to help SHS agencies understand SHS data concepts and requirements, and associated data collection tools and systems.

HHCOU is seeking motivated and capable individuals to support the delivery of the SHSC by providing frontline assistance to SHS agencies through the national hotline and delivering webinar-based training to homelessness sector workers.

Collection Support and Training Hotline Officer (APS4)

The successful candidate will provide conceptual and technical assistance, investigate and help resolve data and system issues, communicate with agencies and jurisdictions, maintain operational documentation, and contribute to high-quality training and support.

Under general direction the successful candidate will:

- Respond to AIHW hotline telephone and email inquiries about the SHS collection, and associated data collection tools and systems.
- Undertake training for homelessness sector workers about the SHS collection and associated systems via online training platforms.
- Communicate regularly with SHS agencies to provide timely advice and support.
- Investigate issues and contribute to the resolution of problems.
- Contribute to the development and maintenance of procedural documents.
- Work within clear guidelines and established work practices to set priorities and undertake specialist, procedural and operational tasks.
- Communicate with state and territory jurisdictions and provide ad hoc administrative reports.
- Assist in any ad hoc tasks or projects.

Collection Support and Training Officer (APS5)





The Collection Support and Training Officer provides specialist advice and operational support relating to the SHSC and associated systems, resolves complex data and systems issues, and coordinates and delivers training.

The successful candidate will work with SHS agencies, state and territory contacts and internal stakeholders to improve operational processes, training resources and stakeholder support services. The Collection Support and Training Officer will have strong problem-solving, communication and stakeholder engagement skills and the capacity to work under general direction.

Experience supporting data collections, resolving data or systems issues, delivering training or working in service operations will be highly regarded.

Under limited direction, the successful candidate will:

- Deliver training for SHS agency workers on SHSC concepts, business rules and associated data collection systems.
- Provide specialist advice and support through the SHS hotline by responding to telephone and email enquiries and resolving complex issues.
- Build and maintain productive relationships with SHS agencies, state and territory representatives and other stakeholders.
- Investigate data quality, business process and system issues, and contribute to the development and implementation of practical solutions.
- Identify opportunities for service improvement and contribute to the enhancement of operational processes, training materials and guidance documentation.
- Analyse information and prepare reports, briefings and correspondence, including a monthly newsletter, to support operational and stakeholder needs.
- Provide guidance and support to less experienced team members and contribute to a collaborative team workplace.
- Plan and manage competing priorities to meet deadlines and business objectives.
- Contribute to project work and undertake other duties as required.

📌 &Collection Support Officers (Canberra)
🏢 Australian Institute of Health & Welfare
📍 Canberra