Capability/Training Analyst - My Aged Care

Healthdirect Australia; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work arrangements

Paid Parental Leave

Wellbeing program

Learner journeys

Job summary

Healthdirect Australia is seeking a Capability Analyst to drive development, review and continuous improvement of training materials for the My Aged Care contact centre. You will analyse performance data, create engaging learning resources, and maintain the knowledge management system to ensure frontline staff have accurate information.

You’ll apply adult learning principles, deliver training in multiple formats, and collaborate with SMEs and stakeholders to support MAC roadmap goals in a hybrid

Qualifications

• Certificate IV in Training & Assessment or equivalent in adult learning/facilitation.
• 5+ years designing, delivering and evaluating training programs.
• Experience creating content for onsite, remote and hybrid settings.
• Experience creating training content using Articulate Rise or similar software.
• Experience in contact centres or health/government sectors is advantageous.

Responsibilities

• Prepare training activities and resources for the MAC contact centre, including induction and refresher training.
• Apply adult learning principles to design of learning activities.
• Deliver training sessions in various formats (live, virtual, recorded).
• Collaborate with SMEs and outsource partner to keep content accurate.
• Evaluate training effectiveness and act on feedback.
• Develop and maintain LMS reporting and data analysis for improvement opportunities.
• Maintain KMS processes and support daily KMS usage.
• Build relationships with stakeholders to meet MAC roadmap deliverables.

Skills

Analytical skills

Communication skills

Stakeholder influence

Time management

Education

Certificate IV in Training & Assessment

Tools

Articulate Rise

Job description

Capability/Training Analyst - My Aged Care

Build the training and knowledge resources that help frontline teams give the Aged Care community clear, confident support.

• Design training that supports My Aged Care contact centre teams nationally
• 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.

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

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.

Please note, you must have the right to live and work in Australia to apply for this role.