Job Title: Helpdesk and Partnerships Lead - Equity Hub
Project Name: DFAT Equity Hub
Location: Ngunnawal (Canberra) or Naarm (Melbourne), with hybrid working arrangements. Preference for Canberra, with regular travel to Canberra required.
Reporting to: The Team Leader (Alinea International), with line management from Social Development Direct (SDDirect). Alinea International is the Managing Partner for DFAT's Equity Hub, delivered in partnership with SDDirect (Helpdesk and Knowledge Management Partner) and the Nossal Institute (Disability Partner).
Time Frame: Full-time role for the duration of the program (2026 until 2031)
Citizenship: Candidates must have an existing legal right to work in Australia
Language Requirements: English (professional working proficiency)
Application Instructions:
* Cover letter is mandatory to be considered. The cover letter should effectively align your skills and experiences with the specific job responsibilities outlined in the position's description, demonstrating your aptitude and enthusiasm for the role, your daily fee and current availability.
DEIAB Statement Diversity, Equity, Inclusion, Accessibility and Belonging
At Alinea International we value diversity, equity, inclusivity, accessibility and belonging in everything we do. We are an equal opportunity employer opposed to all forms of discrimination. We actively seek and encourage applications from people of diverse backgrounds recognising that an inclusive workforce enriches our organisation and achieves smarter, more innovative results.
Protection
Alinea is committed to the protection of children and vulnerable adults. Due to the nature of our work, all candidates will be subject to due diligence checks and extensive background checks where appropriate.
Project Overview
The gender equality, disability equity and social inclusion (GEDSI) support unit is a six-year DFAT investment that provides technical assistance (TA), learning, communications, accessibility services and strategic support to DFAT across GEDSI domains.
The Equity Hub delivers both proactive and demand-driven services, the majority of which will be ODA-eligible, administered activities, with limited non-ODA and departmental activities delivered with DFAT approval.
Purpose of the Role
The Helpdesk and Partnerships Lead is responsible for ensuring that DFAT staff and Posts receive high-quality, timely and contextually relevant GEDSI technical advice through the Equity Hub. The role leads the delivery of a responsive, relationship-based Helpdesk service that combines rapid tasking with strong partnerships to improve turnaround times, strengthen localisation, and enhance the quality and uptake of GEDSI support across DFAT's portfolio.
About the Work
The Helpdesk and Partnerships Lead provides strategic and operational leadership of the Equity Hub's demand-driven services, ensuring that high-quality GEDSI technical assistance is delivered in a timely, responsive, and relationship-focused manner.
The role leads the end-to-end Helpdesk service, from shaping tasking scope and managing rapid delivery cycles through to quality assurance and client engagement. The Helpdesk operates as a relationship-based service (engaging closely with DFAT divisions, Posts, and panels), rather than a transactional function, ensuring tailored, contextually appropriate support.
The Helpdesk and Partnerships Lead builds and maintains strong partnerships with DFAT stakeholders, Posts, GEDSI advisers, and other support units. These partnerships are central to improving turnaround times, strengthening localisation outcomes, and ensuring that GEDSI advice is relevant, practical, and embedded in programming.
The role oversees the management and diversification of the adviser panel, with a strong emphasis on inclusion of national expertise, lived experience, and accessibility. This includes developing mentorship and engagement pathways that broaden participation in DFAT's development work.
The Helpdesk and Partnerships Lead is also responsible for ensuring that Helpdesk data is systematically captured, analysed, and used to generate insights that inform reporting and learning, including contributions to IGES and IDEARS reporting frameworks. The role works closely with MERL and program teams to translate Helpdesk trends into actionable insights, learning products, and proactive support.
The Helpdesk and Partnerships Lead collaborates closely with the Communications, Public Diplomacy and Knowledge Hub Lead to develop and curate knowledge products, and will backstop the Team Leader and senior leadership team as required.
The Role
Helpdesk Leadership and Operations
* Lead and maintain strategic oversight of the Helpdesk as a high-quality, relationship-based service
* Ensure timely, responsive, and client-centred delivery of GEDSI technical assistance
* Develop and embed Service Level Agreements (SLAs) to improve turnaround times and service quality
* Oversee the full tasking cycle, including scoping, adviser mobilisation, and delivery
* Hold accountability for quality assurance, including technical, accessibility, safeguarding, and compliance standards
* Identify trends and opportunities to strengthen proactive programming
Partnerships and Engagement
* Build and sustain strong, trust-based relationships with DFAT (Canberra and Posts), advisers, and partner support units
* Leverage partnerships to improve service relevance, efficiency, and localisation outcomes
* Identify and actively facilitate collaboration across DFAT support mechanisms
* Promote a relationship-based service model that prioritises engagement over transactional delivery
Panel Management and Localisation
* Build and manage a diverse, inclusive, and high-performing panel of GEDSI advisers, with a strong emphasis on national expertise
* Develop strategies to strengthen localisation, lived experience representation, and accessibility
* Lead adviser onboarding, engagement, performance management, and retention
* Design and implement initiatives (e.g. mentoring) to expand participation in DFAT advisory work
* Ensure accessibility of Helpdesk processes and outputs
Knowledge, MERL and Insights
* Ensure Helpdesk data is effectively captured, analysed, and used for learning and reporting
* Generate insights from Helpdesk trends to inform DFAT's GEDSI strategy reporting and broader program learning
* Work closely with MERL colleagues to translate data into actionable insights and evidence products
* Identify gaps in guidance and lead the development or commissioning of knowledge products
* Contribute to populating and strengthening the Knowledge Hub
Required Qualifications and Experience
* Postgraduate qualifications, or equivalent experience (including lived experience), in gender equality, disability equity, social inclusion or a related field
* Minimum 7 years' relevant experience, including managing helpdesks, advisory services or similar demand-driven technical assistance mechanisms
* Demonstrated expertise in GEDSI and intersectional programming
* Experience working with DFAT, UN agencies, or other donor institutions
* Strong leadership, stakeholder engagement, and partnership management skills
* Experience using data and insights to inform decision-making, reporting, and learning
* Familiarity with safeguarding, quality assurance, and inclusive engagement protocols
* Proven ability to manage diverse teams and deliver high-quality, responsive services
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