Hr-f-035 Position Description Template

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Position Title:

EDDI Support Officer

Document ID:

Program / Unit:



Position reports to:

Support and Implementation Manager



Established in 1997 MacKillop Family Services (MacKillop) continues the child and family welfare ministries of the Christian Brothers (Oceania), the Sisters of Mercy (Melbourne) and the Sisters of St. Joseph (Victoria) in Western Sydney, Wollongong, NSW South Coast, Melbourne, Geelong, Warrnambool and Perth.

Programs include Home Based and Residential Care, Disability Services, Youth Support, Education and Training, Family Support and support of women and men who as children were in the care of our founding agencies.

MacKillop Family Services involves a staff of some 1000 personnel and nearly 500 volunteers. Operating out of more than 30 sites our budget expenditure is $100 million.

MacKillop Family Services has embarked upon a journey of change through its adoption of the Sanctuary Model. The Sanctuary model is underpinned by the commitments of: Nonviolence, Emotional Intelligence, Social Learning, Open Communication, Social Responsibility, Democracy, Growth and Change

The Sanctuary Model is a blueprint for clinical and organisational change which, at its core, promotes safety and recovery from adversity through the active creation of a trauma-informed community.  A recognition that adversity is pervasive in the experience of human beings forms the basis for the Sanctuary Model’s focus not only on the people who seek services, but equally on the people and systems who provide those services.


To transform lives in a spirit of justice and hope.


Justice: We believe in the right of all people, regardless of belief or culture, to be treated justly and fairly; and

Hope: We commit to creating an atmosphere of hope where people find meaning in their experiences and relationship; and

Collaboration: We commit to working in a collaborative spirit through cooperation, coordination, and partnership; and

Compassion: We commit to creating an attitude of openness to others and to their circumstances; and

Respect: We seek to listen and learn from each other and to build relationships with respect.


The EDDI unit is responsible for the design, development, implementation and support of our industry leading information and knowledge management platform. The Electronic Document and Data Interface (EDDI) is specifically built to meet the needs to the child and family welfare sector. It was first developed in house to provide MacKillop with a centralised and connected enterprise system and is now operating in over 30 similar organisations across the sector.

The position is situated within the EDDI support and implementation team which is responsible for the onboarding, customisation, training and ongoing support of EDDI customers, both internally at MacKillop and across the sector.

The position reports to the EDDI Support and Implementation Manager.


The primary objective of the role is to provide exceptional, proactive support to end-users in the Custom built EDDI system. The two main channels for support are users requesting assistance via the EDDI help line or feedback functions, and also to users that are being onboarded to the system as part of an implementation project involving hypercare. Some group and face to face training may be involved.


  • Provide triage and level 1 and 2 support for all incoming support requests (SR).

  • Escalation and timely follow-up of SRs requiring level 2+ support.

  • Categorisation and priority setting of all incoming requests, including bugs, feature requests, and requests for training or information.

  • Client liaison and implementation support functions for onboarding or upgrade projects.

  • Facilitation of training sessions, one-to-one via Skype, and group sessions for internal and external agencies

  • Setup and maintenance of master data, metadata and user records.

  • Setup and maintenance of customisations (field names, pages, sections and views per agency, state, and service).

  • Attendance of team meetings.

  • Attendance of training and professional development activities.

  • Liaison with the Internal ICT team.

  • Working closely with the EDDI Development team and System Architec

  • Other duties as required.


  • Appropriate ICT helpdesk and application support experience.

  • Critical thinking and problem solving skills.

  • Well-developed interpersonal and communication skills.

  • Willingness to learn and provide high levels of customer support in an extremely agile and fast paced environment.

  • Commitment to ongoing development and coaching.

  • Interest in career progression through completing accredited education and training.

  • Ability to work as a team player within a multi-disciplinary team.

  • Abillity to learn complex systems without instruction.

  • Support of the mission and ethos of MacKillop Family Services.


The incumbent is required to:

  • Observe and actively support MacKillop’s Work Health &Safety policy and strategy.

  • Attend mandatory and other training as required.

  • Actively participate in MacKillop’s Bid Management process (as required)

The incumbent must possess a:

  • Valid and current Driver’s Licence;

  • Satisfactory criminal history check; and

  • Valid Working with Children Check


Approved by:

Brenda Petersen


Position Title:

Group Director Operational Reform

Staff Name:



PD-F-xxx Position Description EDDI Support Officer Version 1 Issued: June 2018

Authorisation: Position Title (GM/Director)

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