What do we do?
Settlement Services
Positions in Settlement typically include the following:
Settlement Services
Positions in Settlement typically include the following:
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Client Support Worker (HSP)
- Undertaking of phone or face to face assessments of clients (where required)
- Referral of identified high need / complex cases to Case Managers
- Case noting
- Referral to external and internal agencies
- Performing the duties of a Community Guide when required
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Case Management
- Working with team, clients and relevant stakeholders to provide holistic, strengths-based case management, information and referral services to HSP clients
- Coordinates the implementation of case management plans
- Ensures clients have access to all required services to achieve settlement outcomes
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Complex Case Management
- Working collaboratively as part of the Humanitarian Settlement Program Team to provide high level case management, information and referral services to HSP clients
- Provision of informal supervision and leadership with the care team to other case managers, client support workers and community guides
- Identifying opportunities for service innovation
- Working closely with the Team Leader HSP
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Team Leader
- Provision of professional supervision and operational support to Senior Case Managers, Case Managers Client Support Workers and Orientation Guides
- Ensuring that their Care Team meet all contractual KPIs within the expected time frames, and that the appropriate casework models and approaches are utilised
- Provision of support, guidance and troubleshooting assistance to the relevant Program and Management Teams
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Community Support Worker
- Undertake face to face informal assessments of clients and complete relevant administration requirements
- Be the first point of contact for clients and communities in regards to ACFE programs / ILC Project forums
- Promote Community Training Programs / Education Forums, encouraging engagement by reaching out through community networks
- Ensure accurate and timely completion of appropriate program documentation which can include client enrolment forms and learner plans
- Work collaboratively with Trainers and clients to provide specific language and cultural awareness support as required within the program/forum sessions
- Support clients to maintain a consistent attendance and engagement in the program/forum
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Teacher
- Plan and deliver accredited tuition programs to culturally and linguistically diverse (CALD) adult learners
- Demonstrate sound practice in client needs analysis, planning, delivering and assessing tailored programs that optimize settlement and employment outcomes for clients
- Undertake all assessment requirements using appropriate tools, provide feedback to clients on performance and progress and utilise assessment results to inform teaching practice
- Maintain accurate records of training plans and client attendance, progress and assessment, meeting all teaching and contractual administrative requirements to required standards in a timely manner.
- Provide basic pathway counselling and work closely with counsellors to assist clients plan and progressively review/clarify their educational, training and/or employment pathways
- Conduct language assessments (ISPLR) and entry interviews, as required, to facilitate appropriate student referrals and class placements.
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Administration Officer
- Provide administrative support as required to staff within the business centre in the delivery of services across the range of programs, including filing, preparation of materials and meeting notes.
- Maintain accurate client and business information as required, including to establish manual and electronic records, process client records, maintain and update relevant databases
- Retrieve data and standard reports from relevant databases as required
- Process purchase orders, delivery and payment of goods and services according to AMES Australia’s procedures
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Work Broker (VIC)
- Assess, discuss, develop and monitor a Return to Work Plan with jobactive clients, with a clear focus on obtaining sustainable employment including assessing client attributes and skills
- Conduct Work Capacity assessments and recommend return to work options
- Use motivational and strength based interviewing to engage AMES Australia clients in activities which will lead to ongoing employment
- Maintain achievement of performance targets and Key Performance Indicators
- Ensure clients are meeting their monthly mutual obligation requirements, which includes closely monitoring job search activities and taking compliance action as required
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Employment Account Manager (NSW)
- Provision of individualised support and assistance to job seekers addressing / overcoming barriers to employment and ensuring that they gain suitable employment in an appropriate time frame
- Negotiate, monitor and review the delivery of employment support services to jobactive clients
- Detailed assessments of job seeker capabilities against potential employment opportunities available within the local labour market, and preparing and reviewing Vocational Profiles (if required)
- Manage a caseload of jobseekers, reverse marketing candidates and job search training
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Industry Client Manager
- Research, create, maintain and drive industry specific relationships with employers, hosts and Registered Training organisations as well as employer groups, to create sustainable employment & training opportunities for AMES Australia clients
- Provision of labour market information to staff to develop employment opportunities for clients through referrals, placements and outcomes as well as setting best practice in employer relationship management
- Management of operational KPIs, compliance and performance expectations
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Customer Service Officer
- Greet all clients and visitors professionally and maintain reception and client interview areas to a professional standard
- Manage reception, telephone, website, social media and email enquiries in a timely manner, providing support and assistance to customers, external agencies and staff
- Identify the needs of the customer, check customer eligibility and provide accurate information to all customers relating to all activities and operations of AMES Australia
- Receive and handle complaints and/or feedback, providing appropriate solutions and alternatives within the time limits, escalating where necessary and following up to ensure resolution where possible
- Schedule client appointments with work brokers, teachers, case managers, community guides and other staff in accordance with the operational guidelines of each portfolio / division