THE ORGANISATION
STARTTS is a not-for-profit Affiliated Health Organisation focused on providing a broad range of services to refugees in NSW. The focus of STARTTS approach is on building capacity and empowering people and communities to take control over their own lives, using a strengths-based approach and building on individual, family, community and cultural strengths.
OUR COMMUNITY TO DIVERSITY, EQUALITY, AND INCLUSION
STARTTS is committed to equal employment opportunities and welcomes applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people, people with disabilities, culturally and linguistically diverse communities, LGBTIQA+ individuals, and others who reflect the diversity of our society.
LET'S TALK ABOUT THE OPPORTUNITY
The Telephone Operator / Administration Support Officer provides high-level administrative, operational and coordination support to individuals and families accessing the Witness to War (W2W) multilingual phone helpline. The role acts as a first point of contact, responding efficiently and professionally to client telephone enquiries, exercising judgement in triage, and directing requests for support to the appropriate Bi-Cultural Client Support Workers in line with established protocols.
In addition to frontline service delivery, the role provides senior administrative and governance support to the W2W program, including coordination of administrative workflows, accurate documentation, data integrity, and formal minute-taking for W2W team meetings and FASSTT Advisory Committee meetings. Works under limited direction, exercising independent judgement in prioritising enquiries, coordinating workflows, and ensuring service delivery meets operational and governance standards.
Key challenges for this role include managing competing priorities in a high-volume, fast-paced service environment, maintaining accuracy and confidentiality, contributing to service quality and risk awareness, and adapting to changes in systems, processes and phone technologies while supporting consistent and high-quality service delivery.
To learn more about the work Witness to War does, click here to listen to this interview from ABC Radio National.
Click here to view the position description.
ESSENTIAL REQUIREMENTS
* Demonstrated advanced cross-cultural communication skills applied in a frontline service environment, with the ability to manage complex enquiries, exercise judgement, and provide culturally responsive support in a busy telephone or service-based setting.
* Demonstrated high-level computer and digital literacy, including effective use of multiple systems and digital platforms, with the ability to identify data issues, support reporting requirements, and contribute to improvements in administrative systems and workflows.
* Fluency in a relevant community language (e.g. Arabic, Hebrew, Dari), with demonstrated ability to apply language skills appropriately in sensitive, confidential and complex service contexts.
* Demonstrated experience providing senior administrative and coordination support, including planning, prioritising and organising competing work demands, coordinating workflows, and meeting deadlines with minimal supervision.
* Demonstrated high level of accuracy and attention to detail, including responsibility for maintaining accurate records, data quality, and formal documentation that supports service accountability and governance.
* Demonstrated ability to work effectively within a multidisciplinary and multicultural team, including providing functional guidance, contributing to team coordination, and supporting consistent administrative practices under the supervision of a Team Leader.
* Demonstrated flexibility, adaptability and initiative in responding to changing priorities, identifying issues or risks, and escalating matters appropriately to support service continuity and quality improvement.
* Demonstrated high level oral, written & interpersonal communication skills, including the ability to prepare clear, accurate and professional documentation such as correspondence, summaries and formal meeting minutes for internal teams and advisory committees, and proficiency in the use of Microsoft Office.
HOW TO APPLY
If you are excited by this opportunity we look forward to receiving your application.
To start your journey to your career at STARTTS, APPLY HERE, and address the criteria questions.
For support in completing your application, refer to the STARTTS Application Guide.
For specific questions, you can contact Yassmen Yahya, Acting Witness to War Team Leader at .
Closing Date: 12 April 2026
PERKS & BENEFITS
* Employment with attractive leave entitlements including 14 weeks paid parental leave, 4 weeks' annual leave and paid Accrued Day Off (ADO) (full-time employees only) and other entitlements.
* Salary packaging options that reduce your taxable income and increase your take-home pay.
* Great education opportunities through our Training department.
* Access to our Employee Assistance Program (EAP) for staff and family members.
* Discounted gym memberships with a Fitness Passport.
* Active Social Club
* Potential access to Fleet cars
* Flexible hybrid work.
VACCINATION REQUIREMENTS
**This role is a Category A role**. It is mandatory for Category A workers to meet and maintain the vaccination criteria (as per the current NSW Health and STARTTS policies).
Vaccination and/or assessment is required for Category A workers for the following transmissible diseases – measles, mumps, rubella, hepatitis B, varicella (chickenpox), diphtheria, tetanus, pertussis (whooping cough), influenza and tuberculosis.
COVID19 vaccination is strongly recommended, but not a requirement for employment.
If successful you must provide evidence of vaccination and/or assessment.
If not able to comply with vaccination requirements before commencement, the offer of employment may be withdrawn.
If you have a medical reason for why you cannot be vaccinated, a medical contraindication evidence will be required.
NB: Depending on the role, if appointed, as well as a Criminal Record Check clearance you may need a current 'NSW Working With Children Check' clearance, follow this link for information: www.kidsguardian.nsw.gov.au/check
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