POSITION DESCRIPTION
Tech Support Officer
Reporting to:
Team Leader (Admin)
Direct reports
Nil
Working with
-
eLearning course participants
-
website users
-
MHFA Instructors
-
MHFA team members
Status
12-month contract, with
possibility of extension
Part-time, 3 days a week.
Salary range
$52,000 (pro-rata) plus salary packaging plus super
Location
Parkville, Victoria
1. Position Summary
The Tech Support Officer will work with the Mental Health First Aid (MHFA) Australia
team, which develops, delivers and evaluates the MHFA Australia program. The
specific task of this position will be to respond to all tech support enquiries from
users of the website, in particular eLearning course participants, troubleshoot and
test reported issues and liaise with the web team regarding coding issues.
2. The organisation
Mental Health First Aid (MHFA) Australia is a national not for profit health promotion
charity dedicated to furthering the work of the Mental Health First Aid Training and
Research Program which was established in 2000 by Betty Kitchener AM and
Professor Tony Jorm. MHFA Australia is funded by government and philanthropic
grants and through the fee-for-service delivery of training programs.
MHFA Australia’s core work is to develop, disseminate and evaluate MHFA courses
in Australia and internationally. MHFA Australia conducts week-long Instructor
Training courses to accredit suitable candidates to become MHFA Instructors who
deliver the MHFA courses to their communities or workplaces. MHFA Australia does
not employ the MHFA Instructors. MHFA training teaches members of the public how
to offer initial help to someone developing a mental health problem, experiencing a
worsening of an existing mental health problem or in a mental health crisis. MHFA
currently offers a Standard (12-hour) course for adults helping other adults and
various tailored versions such as for nursing students, medical students, financial
counsellors, and white collar workplaces, a Youth (14-hour) course for adults helping
adolescents, an Aboriginal and Torres Strait Islander (14-hour) course, a peer-topeer teen MHFA course and a specialised MHFA for the Suicidal Person Course. All
the MHFA courses are based on national and international guidelines developed with
a panel of English speaking experts: www.mhfa.com.au/resources/mental-healthfirst-aid-guidelines
The MHFA course has been thoroughly evaluated using randomized controlled trials
and qualitative studies and been found to be effective at improving the course
participants’ knowledge of mental disorders, reducing stigma, and increasing the
amount of help provided to others. MHFA has won a number of awards in Australia
and overseas and has been adopted by 22 other countries.
MHFA Australia has a research partnership with the Population Mental Health Group
led by Professor Tony Jorm at the University of Melbourne. The main responsibilities
of this group are to conduct national and international research on mental health
literacy including the development and evaluation of MHFA courses. Past research
initiatives include several randomized controlled trials and a range of qualitative and
quantitative research projects on mental health literacy in the youth and adult
populations.
Key Stakeholders
Internal:
External:
- The Chair and Board Members
- eLearning Course Participants
- The MHFA Executive
- Instructors
- MHFA Team Members and
Volunteers
- Supporting organisations
- MHFA Contractors and Consultants
- The general public
- Advisory Committee Members and
Working Groups
- Population Mental Health Group,
University of Melbourne
- Friends of MHFA email list
- MHFA International Partners
3. Key Responsibilities
•
Provide efficient and effective level I technical support to users of the MHFA
website www.mhfa.com.au including eLearning course participants. This
includes testing and troubleshooting reported issues experienced in Drupal
and Moodle.
•
Maintain and update content within the Drupal content management system,
Nebula Cas content management system and Moodle learning management
system as directed by the Admin Team Leader, web team and/or other MHFA
staff
•
Assist with set up of web infrastructure of new eLearning, face-to-face and
Instructor Training courses, including duplicating and migrating eLearning
course content as required into Moodle from Nebula
•
Liaise with web team regarding identified coding/software related issues
•
Assist with user testing
•
Provide reports as requested
•
Provide general customer support on an ad hoc basis as required
•
Any other reasonable duties as specified by the Admin Team Leader.
Organisational:
•
Occupational Health and Safety (OH&S) and Environmental Health and
Safety (EH&S) responsibilities;
•
Exemplifying the values of Mental Health First Aid;
•
Maintaining MHFA’s standard of training and research excellence;
•
Maintaining and practicing a commitment to mental health literacy.
4. Selection Criteria
Essential:
• Relevant tertiary qualifications or demonstrated equivalent experience
• Commercial experience in web design or technical support for web
applications;
• Excellent customer service skills
• Well developed communication skills - both written and verbal
• Demonstrated experience of having self-acquired relevant web skills
• Experience in using web content management systems
• Familiarity and competence in using MAC OS X
• Excellent attention to detail and accuracy
• Well developed time management, problem solving and organisational skills
• Interest and enthusiasm in web-based learning
• A commitment to the process of continuous improvement of MHFA Australia
• A full unrestricted work permit / visa for Australia
• Demonstration of a non-stigmatising attitude towards mental illness
• Demonstrated understanding of equal opportunity principles.
Desirable:
•
Working knowledge of Moodle, Drupal, PHP and Linux
5. Occupational Health and Safety (OHS) and Environmental Health and Safety
(EHS) Responsibilities
All staff are responsible for the following safe work procedures and instructions:
Staff must:
•
cooperate with MHFA in relation to activities taken by MHFA to comply with
OHS and EHS legislation;
•
comply with the OHS and EHS manuals;
•
adopt work practices that support OHS and EHS programs;
•
take reasonable care for their own health and safety and the health and safety
of other people who may be affected by their conduct in the workplace;
•
seek guidance for all new or modified work procedures;
•
ensure that any hazardous conditions, near misses and injuries are reported
immediately to the supervisor;
•
participate in meetings, training and other environment, health and safety
activities;
•
not wilfully place at risk the health or safety of any person in the work place;
•
not wilfully or recklessly interfere with or misuse anything provided in the
interest of environment health and safety or welfare.