The AIHW’s APS employee census results reflect the strength of our positive and supportive workplace culture. We continue to foster an inclusive, flexible and high-performing organisation where people are treated with respect and courtesy, and where diversity is recognised, valued, and celebrated.

The results are a testament to the professionalism, commitment, and dedication of our staff, highlighting the strong connection they have to our purpose, our flexible ways of working, and the contribution we make to improving the health and welfare of Australians. We are also proud to be ranked among the top ten APS agencies, out of 112, for employee engagement, enabling innovation and wellbeing, demonstrating our ongoing commitment to creating a workplace where people can thrive and perform at their best.

We offer a range of benefits including:

- access to flexible working arrangements to support your work/life balance
- attractive remuneration packages including generous superannuation and leave provisions
- challenging and fulfilling work where you can use your skills and expertise
- opportunities for professional development.

We are committed to creating genuine opportunities for everyone and we welcome applications from First Nations people, people with disability, LGBTIQA+, neurodiverse people and people from diverse cultural and linguistic backgrounds.

The AIHW has offices in Canberra and Sydney and offers remote work opportunities for many roles.

For more information, visit the Perks of working for the AIHW page of our website.

The key duties of the position include:

The Housing and Specialised Service Group collects, analyses and reports data to support policy development and service planning. The group’s work covers a range of health and welfare sectors, including homelessness, housing, alcohol, tobacco and other drugs, child welfare, justice, and veterans.

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. Applicants will have experience delivering customer-focused service, excellent attention to detail, and strong communication, interpersonal, organisational and problem-solving skills, with the ability to learn about the collection of survey data.

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 environment.
- Plan and manage competing priorities to meet deadlines and business objectives.
- Contribute to project work and undertake other duties as required.

Eligibility

To be eligible to apply for this vacancy, you must:

- be an Australian citizen
- undergo any required pre-employment checks, including a police records check
- obtain and maintain a valid Security Clearance if required by the institute

A probationary period of six (6) months will apply to any new engagement to the APS.

Notes

Please provide:

1. A summary of your relevant skills and experience and explain how your skills, experience and capabilities make you suitable for the role. Your response should clearly detail which classification you are applying for and align with the position summary and key duties of the position information above, and must be no more than 750 words.
2. Your current CV and the names of two referees and their contact details.

Please note, late applications will not be accepted.

Candidates applying for APS vacancies should follow the principles for candidate use of AI in recruitment.

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