Position Description
Employment Support Officer - Engagement
KARINGAL MISSION
Enriching peoples’ lives through support, advocacy, partnership and choice
Karingal is a community service organisation which is committed to providing services that enhance the lives of individuals. Our team takes pride in
proactively supporting people with disabilities, disadvantages and those who are aged, to live full and active lives. We have services in Metropolitan
Melbourne, Regional areas in Victoria, Queensland and South Australia.
Karingal recognises the contribution that a diverse workforce makes to continuous improvement and client services delivery and is an Equal Opportunity
Employer.
Karingal values diversity and encourages applications from Aboriginal and Torres Straight Islanders, people with disabilities and from culturally and
linguistically diverse backgrounds. Karingal is committed to making reasonable adjustments where operationally viable.
Position Objective
To ensure Matchworks adheres to legislated compliance requirements within the Jobactive contract. Providing site support in ensuring appropriate decisions
are made in relation to jobseeker non-compliance and to promote active engagement into MatchWorks services.
Position Specifics
Branch:
MatchWorks
Employment
Status:
Full Time
Reports to:
Site Manager
Supervises:
N/A
Internal
Liaisons:
External
Liaisons:
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Employment Consultants
Employment Support Officers
Employer Solutions Team
Work for the Dole Services Team
Customer Service Officers
Administration staff
Other Matchworks / Karingal Staff
Department of Human Services
Jobseekers
Employers
P&C - PD Template Issued: 23 10 2014
Position Responsibilities & Duties
Measurable Outcomes
Job Seeker Services:
 Conduct initial assessments of jobseekers to determine relevant servicing requirements and
supports.
 Completion of individualized Job Plans for jobseekers to determine pathway to employment
 Accurate updating of JSCI to reflect jobseekers circumstance and referral to ESAT for reassessment if required
 Allocation of jobseeker to case manager with appropriate handover to ensure process is smooth
and effective.
 Clear communication of compliance requirements to each individual jobseeker obligations and our
service guarantee
 Promotion of the HUB including accessing positions and training opportunities.
 Follow up phone contact made to clients who have not met their requirements as per compliance
needs.
 Scheduling of Re-Engagement Appointments to dis-engaged jobseekers in Employment
Consultant / Work for the Dole Engagement Officer’s / Job Hub facilitators diary.
Documentation and Compliance:
 Adequate and timely documentation of Jobseeker contact made as per deed requirements.
 Completion of NAR (Non-Attendance Reports) in line with Jobactive requirements and legislation
 Completion of Employment Plans with each individual jobseeker in accordance with Jobactive
requirements.
 Completion of relevant administrative tasks in the servicing of the jobseeker in accordance with
ESD5 utilising internal and departmental databases to track compliance and jobseeker
obligations
Communication:
 High level of verbal, written and listening communication skills required to assess and provide
relevant support to jobseekers minimizing any escalation of issues.
 Effective use of interpreting services if clients circumstances warrant it.
 Showing empathy towards clients’ situations whilst adhering to the Matchworks’ compliance
framework, ensuring that issues or concerns are not escalated
 Addressing compliance and reengagement of jobseekers empathetically while adhering to
departmental compliance requirements.
 Participate in Site and Employment Region meetings to discuss jobseeker servicing and
opportunities
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Engagement of clients to services meets
departmental requirements and demonstrates a
positive trend.
NAR processing is in line with applicable
legislation
JSCIs for all clients are completed accurately
and within departmental timeframes.
Relevant processes are evident in the servicing
and follow up of each jobseeker using internal
and external databases.
Documentation is in line with requirements and
available as saved centrally as evidence
NAR reporting is consistent and in line with
national rates of reporting.
Effective professional communication processes
are evidenced with servicing of jobseekers and
dealing with other stakeholders including
employers, colleagues, industry contacts
Evidence of attendance and participation in
meetings
P&C - PD Template Issued: 23 10 2014
Contribution to Team and Continuous Improvement
 Willingness to undertake further training for self-development
 Develop, engage in or maintain links with associated and relevant support agencies and nonvocational assistance to ensure continuity of care and support is provided to each jobseeker
 Participate in meetings, policy and organisational development activities as required
 Using internal and external resources to keep up to date with contract changes in jobseeker
compliance.
Effective relationships established to ensure
continious imporvement and sharing of ideas is
evident.
Attendances to training and meetings if
identified.
Internal use of CIR system is evident for
continious improvement.
Demonstrated use of DoE learning centre
modules and Porvider Portal.
General
 Display high level of personal integrity and professionalism when representing Karingal
Follow Karingal Code of Conduct at all times
 Outstanding organisational skills and time management
Follow Matchworks Values at all times
 Other duties as directed by manager or supervisor
Capability and Leadership Attributes
 Responds to changes in clients and stakeholder needs as directed by supervisor
Supporting
 Actively listens to colleagues and clients and responds promptly to their needs
Others
 Actively contributes to team goals through cooperation
 Respect individual needs and choices
 Accepts personal responsibility for accurate completion of work and seeks help when required
Delivering
 Works within agreed priorities for clients and works independently on routine tasks
Quality
 Self-motivated to get things done and works to agreed outcomes
Services
 Enthusiastically accepts tasks and initiates action
 Demonstrates Karingal values and code of conduct.
 Displays high ethical and professional standards in all aspects of work
Personal &
Professional
 Reflects on own behaviour and recognises the impact on others. Seeks development options
Commitment
 Self-evaluates performance and seeks feedback from others
 Engages in continuous learning opportunities and supports others in learning
 Demonstrates knowledge of Karingal’s mission, vision and guiding principles
Leadership &
 Keep self-informed. Keeps supervisor/TL informed on work progress
Influence
 Demonstrates judgement and adheres to work plans
 Thinks and plans ahead
 Stays focused on the goal of service improvement and resists being side-tracked
Positive Impact  Remains positive and responds to pressure in a controlled manner. Ensures work is completed within timeframes
 Is tolerant and open. Treats all people with respect and courtesy
Inherent Requirements of Position
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P&C - PD Template Issued: 23 10 2014
Core Physical Requirements
Ability to operate varying technological devices and software applications
Able to drive and operate company vehicle, or travel on own means as appropriate to the position
Ability to sit for prolonged period at workstation
Ability to stand for prolonged periods
Ability to bend and lift various objects and weights
Able to communicate effectively with various stakeholders
Ability to access, interpret and utilise complex documents
The following adjustments to the work environment can be accommodated for individuals
Reasonable adjustments to work related communications or information provision is available
Provision of interpreters, readers, attendants or other work related assistance is available
Reasonable adjustments can be made to workplace or work related premises, equipment or facilities, including provision of additional equipment or facilities
to people with a disability
Reasonable adjustments to work methods are available to people with a disability
Reasonable adjustments can be made to work arrangements, including in relation to hours of work and use of leave entitlements
Access to training, transfer, acting, trial or higher duties positions, traineeships, or other forms of opportunity to demonstrate or develop capacity in a position
Reasonable adjustments can be made to this position to accommodate a person with a vision impairment
Reasonable adjustments can be made to this position to accommodate a person with hearing impairment
Reasonable adjustments can be made to this position to accommodate a person with intellectual impairment
Reasonable adjustments can be made to this position to accommodate a person with a physical impairment
Mandatory Requirements
Satisfactory completion of Police Check/s
Current Drivers Licence
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P&C - PD Template Issued: 23 10 2014
Key Selection Criteria & Skills/Attributes
EXPERIENCE and/or SPECIALIST KNOWLEDGE:
Essential:
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Proven ability to build rapport and maintain effective relationships with clients, peers and relevant agencies
Highly developed interpersonal skills and resilience to conflicting situations
Ability to assess individual situations and make determination of most appropriate outcome in a short timeframe
Ability to interpret compliance requirements and apply as appropriate in line with guidelines and expectations
Demonstrated high level professionalism, attention to details and compliance focussed
Proven ability to manage time and workloads effectively to business priorities in a challenging environment
Sound computer literacy and data management skills
Desirable:
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Qualifications in Employment Services, Career Counselling, Mental Health or Social Sciences would be advantageous
Solid experience in Employment Services and an understanding of strategies to address barriers to employment
Knowledge of contemporary recruitment practices and procedures
A current driver’s licence
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P&C - PD Template Issued: 23 10 2014