It technical Support Specialist

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Position Title:

Coordinator - eLearning Development and Training

Program / Unit:

Finance and Business Unit / EDDI




Common Law

Position reports to:

Project and Implementation Manager EDDI



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 acknowledges the important work of the Royal Commission into Institutional Responses to Child Sexual Abuse in promoting child safe policies and practices to better protect children. MacKillop is committed to promoting and protecting the best interests of children involved in its programs. MacKillop believes that all children have equal rights to protection from abuse and has a zero tolerance for child abuse, neglect and exploitation. The protection of children is a shared responsibility between MacKillop, all employees, workers, contractors, associates, and members of the MacKillop community.

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.

MacKillop acknowledges the Traditional Custodians and their Elders in each of the communities where we work, affirms the significant place and identity Aboriginal and Torres Strait Islanders hold as First Australians, values and celebrates the strength of Aboriginal and Torres Strait Islander Culture and actively commits itself to the truth telling, justice and healing that is required for reconciliation.


All children, young people and families are safe, thriving and connected to culture and community. MacKillop Family Services will care compassionately, respond large-heartedly and advocate courageously.


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

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

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

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

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

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 vision of EDDI has grown to a sector focus with a core mission to integrate and connect data across agencies, the sector, government, IoT, and the public Internet. This will allow big data analytics, proper outcomes measurement and enable a SMART sector.

The EDDI eLearning Developer and Trainer will work closely with the development team, business analysts, change managers and key customer stakeholder groups to analyse learning needs and develop a mix of eLearning resources, task cards, user guides and in-person/webinar style training plans.

This position reports to the EDDI Implementation and Project Manager.


The EDDI eLearning Developer and Trainer will:

  • Develop and deliver focused training to enable users and agencies throughout the sector to better understand and get the most out of the system. The training will also focus on educating users on the processes and workflows within the system, including the promotion of precise data entry and useful reporting

  • Develop training materials for internal and external stakeholders

  • Deliver training for various process improvement projects and training administration

  • Develop strategies to enhance system functionality and data capture, and provide a quality assurance function to track system utilisation and data accuracy


The EDDI eLearning Developer and Trainer will:

  • Attend pre-implementation meetings with Business Analysts, Subject Matter Experts and other department managers to identify business workflows and requirements;

  • Develop Training Materials and eLearning programs by working independently and in consultation with internal and external stakeholders;

  • Maintain and update training materials and eLearning programs when system enhancements occur;

  • Deliver training sessions to internal and external customers in both in-person or webinar settings;

  • Create new or update existing documentation such as Evaluation Sheets, Quick Reference Guides, Lesson Plans, Trainer Guides and User Guides;

  • Provide Training Administration Support such as confirm attendees, update attendance, preparation for training sessions and develop support materials;

  • Provide high end user support on site, via telephone and email, during post training ‘Go Live’ periods;

  • Maintain a high level of professionalism, confidentiality, discretion and caring attitude; and

  • Other duties as required.


The incumbent will have:

  • Relevant qualifications and/or experience in learning technologies & using software packages to produce web-based courses and other applications (e.g. MOOCs, webinar production and hosting)

    • Certificate IV in Training and Assessment essential

    • Experience with Articulate Storyline 2, Captivate or similar

  • Extensive experience in content and eLearning development for ERP/CRM solutions

  • Experience in the analysis, design and delivery of successful training programs

  • Proficient design skills within an agile environment

  • Knowledge and proven application of a broad range of adult learning techniques including work-based scenarios, case studies, critical incidents

  • Abilities in working with subject matter experts (SMEs) to scope and develop eLearning including creating storyboards, developing content and scripts

  • Proficiencies in Learning evaluation methodologies and techniques including eLearning evaluation

  • Excellent written and oral communication skills and experience in delivering face to face and training via Skype

  • Strong attention to detail and problem-solving skills

  • Strong customer service skills


The incumbent is required to:

  • Observe and actively support MacKillop’s OH&S policy and strategy;

  • Attend mandatory and other training as required; and

  • Complete some intrastate travel if required.

The incumbent must possess a:

  • Valid and current Victorian Driver’s Licence;

  • Satisfactory criminal history check conducted by MacKillop Family Services; and

  • Valid and current Working with Children Card


Approved by:

Brenda Petersen

Date: April 2018

Approver’s position title:

Group Director, Operational Reform

Incumbent’s name:

Incumbent’s signature:


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