Capability/Training Analyst - My Aged Care

Build the training and knowledge resources that help frontline teams give older Australians clear, confident support.

• Design training that supports My Aged Care contact centre teams nationally
• 6 month fixed-term contract
• Hybrid (2 days office), easy commute - Haymarket, near Central Station

About us

At Healthdirect Australia, we help Australians access trusted health information, advice and care through our national virtual health services.

We are a government-owned, not-for-profit organisation. Our services are fast and easy to access through helplines, video calls, apps and websites, and support Australians at every stage of life, including advice about aged care.

About the opportunity

We are seeking a Capability Analyst to drive the development, review and continuous improvement of training materials and training insights for the My Aged Care (MAC) contact centre.

Reporting to the Strategy Lead, My Aged Care, you will analyse performance and capability data to identify gaps and opportunities across our learning products. You will also support the day-to-day maintenance and optimisation of the contact centre’s knowledge management system (KMS), working closely with the Operations Analysts so frontline staff have accurate, accessible and up-to-date information.

You will work with the Workforce Capability Manager, internal subject matter experts and our outsource partner to deliver against the MAC roadmap and meet critical deadlines.

Key Responsibilities

• Prepare training activities and resources for the MAC contact centre, including induction, refresher training, policy and process changes, and training for new initiatives
• Apply adult learning principles and knowledge of contact centre environments to the design of learning activities and resources
• Deliver training sessions where required in the most suitable format, including Train the Trainer sessions, virtual video conferencing and recorded sessions
• Work with subject matter experts to keep content accurate and current, and share learning resources with our outsource partner in a timely way
• Work with the Workforce Capability Manager to evaluate the effectiveness of training activities and act on feedback
• Develop and maintain scheduled and ad hoc training and LMS reporting, and analyse data to identify and quantify continuous improvement opportunities
• Process KMS feedback and support the daily maintenance of KMS processes and users, working with the Operations Analysts
• Build and maintain strong relationships with internal and external stakeholders to meet MAC roadmap deliverables

About You

You are an experienced learning professional who understands what frontline contact centre teams need to do their best work. You bring strong communication and analytical skills, adjust your approach to suit a wide range of audiences, and use data to inform decisions. You manage competing priorities with ease, take a hands-on approach when needed, and build positive relationships with the people you work with.

What you’ll bring to the role

• Certificate IV in Training & Assessment, or relevant qualifications in adult learning, facilitation or e-learning
• 5+ years of experience designing, delivering and evaluating training programs
• Demonstrated ability to create effective training content for onsite, remote and hybrid work settings
• Experience creating training content using Articulate Rise or similar software
• Experience working in or closely with contact centres
• Strong analytical and reporting skills, with the ability to interpret data to inform decisions
• Strong communication skills, including clear verbal, written and interpersonal capability
• Demonstrated time management and prioritisation skills, and the ability to meet critical deadlines in a fast-paced, dynamic environment
• Demonstrated ability to influence stakeholders and drive outcomes, with experience leading or supporting change initiatives
• Desirable: experience in the health and/or government sector; an understanding of the complexities of telehealth

Why join Healthdirect

Your work will contribute to nationally significant virtual health services that support Australians to access trusted health advice and care. You will help shape quality, safety and experience outcomes in a committed, consumer-centred organisation.

We are committed to creating a culture where you can bring your whole self to work. Our benefits include:

• Flexible work arrangements (2 days per week in office, pro-rated for part time employees);
• 14 weeks company Paid Parental Leave for both parents;
• Multi-dimensional wellbeing program that is run by our people for our people;
• Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

To find out more about Healthdirect and our vision for a healthier Australia, visit about.healthdirect.gov.au.

As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Click Apply to submit your application. Please note, you must have the right to live and work in Australia to apply for this role.