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The aim of the Settlement Engagement and Transition Support (SETS) program is to deliver services to eligible clients in becoming self-reliant and participating equitably in Australian Society. The grant is funded by the Department of Home Affairs (DHA) and is focussed on supporting migrant communities who have been in the country for up to five years. The SETS program aims to equip and empower humanitarian entrants, other eligible migrants and their communities to address their settlement needs, in order to improve social participation, economic well-being, independence, personal well-being and community connectedness.

What you can expect from this role:

  1. Contribute to strategic and operational planning to support client-centred service delivery across the program.
  2. Inspire and mentor the team to build an environment of continuous improvement using results-based accountability (training provided) as a reflective tool.
  3. Provide regular supervision to case managers and create opportunities to improve, reflect, share and implement best practice that includes high quality, consistent and culturally appropriate support as well as innovative approaches that allow clients to thrive in their settlement journey.
  4. Lead the induction, training and Multicultural Australia culture orientation of new Case Managers and support staff such as Bi-Cultural Workers.
  5. 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.
  6. Ensure Case Managers are equipped to prioritise the integrity of client related documentation and data entry, oversight of SETS performance and activity reporting, maintaining accurate and timely records in Multicultural Australia’s client case management and within relevant government data management systems; confirming information is up to date in Multicultural Australia’ case management system, CSNET and data related through the Settlement Engagement Transition Support Program (SETS) is accurately transferred to the data management system (DEX) of our funder, the Department of Home Affairs.
  7. Lead the supervision of DEX performance reporting across SETS – Client Services.
  8. Lead role in Results Based Accountability design, implementation and data collection across SETS – Client Services.
  9. Conduct quality assurance checks and maintain oversight of the delivery of various SETS work including but not limited to group work projects, information sessions and the client newsletter.
  10. Liaise with Multicultural Australia risk and compliance, facilities, Human Resources and Executive Management to set up staffing and infrastructure to service new regions.
  11. Oversee case work and caseloads across the team, including management of complex cases and practice advice to staff.
  12. Oversee the referral process, ensuring referrals and exits are completed in a timely manner  and that clients have been referred to necessary agencies from support post exit, if required.
  13. Maintain effective collaborative working relationships with key stakeholders to ensure effective planning and delivery of services to clients.
  14. Play a lead role in the coordination of information sessions provided to clients and communities in consultation with relevant staff and Senior Manager. This may include liaison within the organisation and externally; and delegation of roles to ensure delivery of sessions.
  15. Develop and manage appropriate service delivery structures, procedures and practices that comply with the requirements of the program, including auditing requirements that enable a high- quality service to be delivered.
  16. Liaise with relevant manager/sto ensure all contractual and service standards are met, including leading on crisis intervention support and escalation of risk situations to Senior Managers.
  17. Provide monthly 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.
  18. Represent the organisation at various Levelsof the community and government sectors when necessary as directed by the relevant manager/s.
  19. Participate in afterhours emergency roster and out of hours work when required and undertaking other relevant duties as required.
  20. Any other relevant duties as directed by the relevant Manager.

Please peruse the position description on our website for full details about the role - 

What we need from you:

  1. Possession of tertiary qualifications in the field of social work, psychology or human services;
  2. Willingness to travel on occasion based on program needs. Regions include Brisbane, Sunshine Coast, Hervey Bay, Toowoomba and Rockhampton.
  3. Experience in the management and implementation of human services programs within a cross-cultural environment.
  4. Demonstrated knowledge and  experience  of casework  frameworks in  a multicultural context.
  5. Proven experience in providing leadership, supervision and support to a team of staff, including the demonstrated ability to provide professional support for a multi-disciplinary team of workers from culturally and linguistically diverse backgrounds.
  6. Strong creativity focus, to build upon program delivery with innovative service delivery, case management and in group information sessions.
  7. Outstanding verbal and written English language communication and cross-cultural communication skills and an excellent understanding and knowledge of issues in relation to support of humanitarian entrants and migrants, as well as of current practice and policy issues.
  8. Demonstrated knowledge and ability in complying with funding requirements and delivering reports of a high standard, including high level written and oral communication skills.
  9. Highly developed skills in meeting deadlines with competing priorities and well-developed problem-solving skills.
  10. Demonstrated stakeholder  management  skills in  relation  to both  intra-organisational relationships (i.e. between program areas) and inter-organisational relationships (i.e. between collaborating organisations and agencies), including the ability to negotiate for outcomes that are beneficial to clients and to organisational development.
  11. Good working knowledge of Microsoft Office applications including Outlook, Word, Excel.
  12. Ability to adapt learn and adapt to relevant reporting databases applicable to the program.
  13. Possession of, or willingness and eligibility to obtain, a Blue Card (Working with Children Suitability Card in accordance with the Commission for Children and Young People and Child Guardian Act 2000.) and National Police Clearance Check.
  14. Social Work, Psychology, Occupational Therapy, Human Services, Counselling and/or equivalent experience.
  15. Valid Queensland Driver’s License.

Ready for your next challenge?

Please submit your application via SEEK no later than 9am on Monday 20 December 2021. Interviews may commence prior to the closing date. 

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 Azin Khodadadi, Team Leader – SETS on 0412 350 088.

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.