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Our Purpose

Multicultural Australia exists to create a welcoming, inclusive, and economically stronger community. This is an agenda shared with many others. Our part is to ensure that new Queenslanders are included, skilled and thriving. We are passionate about promoting positive conversations about inclusion.

Our Vision

A trusted Queensland not-for-profit, creating welcome and inclusion for new Queenslanders. Exceeding stakeholder expectations by delivering exceptional services, working with others to solve big issues and driving innovative projects that make a real difference.

Our Values

We are fiercely committed to human rights and demonstrating our values in our daily work. We show up for one another, we are faithful to our client’s aspirations and we solve problems by finding the Third Way. We are ethical and strive for impact. We pride ourselves on being an organisation with the grit needed to effect real change.

What do we do?

Multicultural Australia delivers settlement services to refugees, migrants, international students and people seeking asylum in Queensland, while advancing a diverse, inclusive and multicultural community.


The Humanitarian Settlement Program (HSP) provides settlement support and Case Management to newly arrived humanitarian entrants by creating opportunities to develop their skills and knowledge to achieve social and economic well-being in their new communities. The Humanitarian Settlement Program Accommodation team provides high quality, agile and culturally appropriate housing support to newly arrived Queenslanders.

Multicultural Australia also provides crucial support to people seeking asylum through the Status
Resolution Support Services (SRSS) program while their refugee status is being processed. SRSS
is a needs-based program that assists people in the community who are waiting for their claim for
refugee status to be resolved and who are experiencing barriers to employment, resolving their
immigration status, or returning home.

The Accommodation team provides strategic and operational services to newly arrived
Queenslanders under the Humanitarian Settlement Program (HSP) and Status Resolution Support
Service (SRSS). The primary purpose of this team is to provide appropriate accommodation options
for clients under the program.

Multicultural Australia employees are considered safety leaders and are expected to contribute to a
culture that supports health, safety and wellbeing of all staff, clients and stakeholders.
• We will all take appropriate action to prevent harm.
• We will never accept or condone work practices that impact on the health, safety and
wellbeing of others.
• When identifying risk, we will mitigate where possible and report where appropriate.

Multicultural Australia are committed to quality assurance and continuous improvement. Everyone
as part of their role must:
• Comply with policies, systems and procedures.
• Actively participate in identifying opportunities to improve our work.
• Communicate, clarify, commit to, and contribute to quality initiatives.

Qualifications, licences and probity
1. Possession of tertiary qualifications in
a. The field of Social Work, Occupational Therapy, Psychology, or Human Services
b. Other relevant qualifications (including overseas qualifications) or experience may be
2. Valid Queensland Driver’s License
3. Possession of, a current paid Working with Children’s Blue Card in accordance with the
Commission for Children and Young People and Child Guardian Act 2000,
4. National Police Clearance Check.
Essential Skills/Experience
1. A passion for Multicultural Australia’s mission of creating a welcoming and inclusive
Queensland, and a desire to make a difference;
2. Proven ability to lead and supervise a multidisciplinary team within an energetic environment
and achieve program milestones and service deliverables;
3. Housing experience working with humanitarian or vulnerable communities in a clientcentered
4. Strong understanding of or willingness to obtain knowledge related to Queensland
Residential Tenancy Legislation, housing specific issues relevant to refugee or vulnerable
client cohorts, and the ability to work effectively and sensitively across cultures to assist
clients in the various aspects of the settlement process;
5. Outstanding verbal and written communication skills including data management systems
and working knowledge of Microsoft Office applications;
6. Decision making and problem-solving skills to analyse situations and make decisions
consistent with legislative and ethical requirements;
7. Strategic and effective collaboration skills to work with different internal teams within the
organisation to identify service quality gaps and opportunities for improvement;
8. Excellent time management and record keeping skills.
Desirable Skills and/or Experience
1. Innovative leadership approaches in supporting your team to balance quality client-centred
support with program specifications;
2. Experience in housing work and accommodation practice framework specific to settlement
services, including an understanding of the unique challenges faced by newly arrived
Queenslanders and the ability to work effectively and sensitively across cultures to assist
clients in the various aspects of the settlement process as well as with housing providers
and relevant government/community agencies and other external service providers;
3. Passion to work as part of a team to deliver exemplary tenancy management and ability to
work creatively in the coordination and delivery of program objectives;
4. Strong skills and the ability to network with internal and external program stakeholders in
real estate, community and government organisations to ensure the planning and
programming needs of clients are being met;
5. Previous report writing and quality assurance case auditing.
1. As part of Client Service Leadership team, contribute to strategic and operational planning to
support client-centred service delivery across the program;
2. Provide regular supervision to Accommodation Officers and create opportunities to improve,
reflect, share and implement best Accommodation Service and innovative approaches that
allow clients to achieve accommodation settlement goals;
3. Lead the induction, training and Multicultural Australia culture orientation of new
Accommodation Officers and support staff such as Bicultural Workers;
4. Provide leadership and support to ensure the team meets contractual Performance
Indicators across service delivery areas and team activities comply with Multicultural
Australia and program specific contractual, audit and service standard requirements;
5. Collaborate with the Humanitarian Settlement Program leadership in capacity building of
staff to deliver and support tenancy orientation of clients;
6. Ensure Accommodation Officers are equipped to and priorities the integrity of client related
documentation and data entry, maintaining accurate and timely records in Multicultural
Australia’s client case management system (CS Net), property management system and
within relevant government data management systems;
7. Lead on crisis intervention support and escalation of risk situations to management;
8. Work collaboratively with government, partners and community agencies to establish
pathways for appropriate accommodation options and oversee stakeholder relationships with
(but not limited to) real estate agents, private owners and accommodation providers where
9. Promote service delivery approaches and tenancy education that builds the capacity of
newly arrived refugees, asylum seekers, and migrants to become independent within the
private rental market;
10. Provide reports to the relevant managers, as well as contributing to funding body reports,
undertaking leadership in service planning and evaluation and identifying areas of
improvement and project initiatives within the scope of settlement services;
11. Ensure contract compliance requirements are achieved for Humanitarian Settlement
Program (HSP) and Status Resolution Support Service (SRSS) contracts;
12. With oversight from the Program Manager, manage the program’s budget in line with the
delegation’s policy and KPIs;
13. Other duties as requested by Program Manager.
And all other duties associated with the position.

This position description will be reviewed biennially or when required.

Please submit your application to the Recruitment Officer at [email protected] no later than 5.00 pm, Friday 30 July, 2021.

Your application must contain:

  • A cover letter (no more than one page), outlining why you are interested in the position, what relevant experience you have and what impact you believe you can make in this role; and
  • A current resume (including the details of two professional referees).


If you have any further enquiries or for a confidential discussion, please contact Erika Jung, Program Manager – Accommodation and Initial Support on 0401 945 503.


At Multicultural Australia, we recognise that we are strengthened by diversity and are committed to providing a work environment in which everyone is included, treated fairly and with respect.  

We strongly encourage applications from Aboriginal and Torres Strait Islanders, people from culturally and linguistically diverse backgrounds and people with a disability.


Acknowledgement of country
We acknowledge the traditional custodians of all the lands on which we meet, work and live and recognise that this land has always been and always will be Aboriginal and Torres Strait Islander land.


Multicultural Australia respects and values Australia’s First Nation peoples’ enormous resilience, courage, determination and often unrecognized contributions to this country’s social and economic development. We walk together in solidarity in the shared pain of the past and with shared hope for the future.