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Position Details
Reference Number 14209
Position Title Salvos Assessment Line Helpdesk Worker
Employment Type Casual
Organisation Mission Administration
Location Salvos Assessment Line
Award/Enterprise Agreement Soc Cmmty Hm & Dis Srvcs
Position Summary


  • Casual with the possibility for short term contract
  • Located in Sydney’s West (5 minute walk from train line) Cumberland LGA
  • Work for a well respected Not for Profit Organisation


Doorways is an exciting Salvation Army approach to welfare, ensuring that no community is isolated from access to assistance. It is an innovative, holistic, welfare model, and aims to help long-term clients move away from welfare dependency through case management, mentoring and through building wider connections. Doorways offers holistic support to individuals and families in need and provides a focus on tackling the issues underlying economic hardship.

The Opportunity
As a Salvos Assessment Line (SAL) Helpdesk Worker you would be responsible for responding to internal stakeholders via phone, email and helpdesk tickets. Providing assistance and troubleshooting to ensure internal stakeholders and their Community members have an effective outcome.


Essential requirements 

  • An appreciation of and the ability and willingness to promote and support the values and ethos of The Salvation Army.
  • A minimum qualification of Certificate IV in a relevant discipline (e.g. Community Services Work) is required. Existing staff working towards a Certificate IV in a relevant discipline, with extensive Community Services experience and a good track record are invited to apply. The continuance of employment is contingent upon completing this qualification.
  • High level written and verbal communication skills, including good empathetic listening skills and preparation of succinct reports.
  • The ability to defuse angry clients and deal with difficult clients over the phone.
  • Excellent multi-tasking skills
  • High level accuracy in touch-typing while conversing with clients.
  • Strong problem solving and decision making skills.
  • Commitment to quality customer/client service and continuous improvement strategies.
  • Experience or strong understanding of crisis support service provision in Australia.
  • Ability to quickly learn call centre telephone system and related technology.


Desirable requirements & qualifications

  • A well-developed knowledge base of the principles and practices within social and community service operations.
  • Demonstrate commitment to quality customer/client service and continuous improvement strategies.
  • Ability to multitask.
  • Ability to work independently and as a part of a team.
  • Good empathetic listening skills to defuse angry customers and deal with difficult customers over the phone.
  • High level of computer literacy, online tools and digital technology.
  • Ability to critically reflect on professional practice and attitudes.
  • Demonstrated good attention to detail.
  • Good problem solving skills.
  • Good organisational and time management skills.
  • High level of confidentiality towards client information
  • Ability to manage Help Desk incidents and requests in a timely and proactive manner.



If this role appeals to you, please apply now following the instructions below. 

Successful candidates will need to undergo a criminal history check and hold, or have the ability to obtain a Blue Card – Working with Children Check.  

Applications close 4 May 2019 or when a suitable applicant is found


How to Apply - External Applicants
1. Click the 'Apply Now' button
2. Click the 'Register & Apply' button to complete the online form and application

How to Apply - Current Salvation Army Employees
1. Click the Apply Now button
2. Click 'Login & Apply' button 
3. If you do not have a password, click the 'Forgotten password or username' link.
4. Enter your payslip email address and follow the prompts
(If you experience difficulties, please contact your local HR team.)



Closing Date 30/04/2019
Position Description
PD - SAL Helpdesk Worker with Quals Casual.doc Open
Please note that this position will close at 11:45pm (AESDT) on the closing date.
Please ensure your application is added before this time as we do not accept late applications.