Locally Engaged Employee Position
Department of Immigration and Border Protection (DIBP)

The Australian High Commission in Kuala Lumpur is seeking to fill a locally engaged position in the Immigration Section.

The Immigration Section consists of four small teams responsible for managing Corporate, Visa, Integrity and Client Service functions. The teams are committed to building Australia’s future through the well-managed movement of people into Australia.

For more information about the Department of Immigration and Border Protection, please visit our website: http://www.immi.gov.au/About/Pages/About.aspx.

The successful candidate for this position will commence employment in the Client Service team under the direct supervision of a team leader. The successful candidate will need to be self-motivated, flexible and willing to participate in role rotations, as management will seek to rotate staff amongst the teams from time to time.

Roles and responsibilities in the Client Service team will include managing the general inquiry mailbox, daily receipting and data entry, website and client channel management, responding to client communications and assisting with contract management arrangements. Duties in other teams include the processing of visa and citizenship applications in accordance with immigration legislation and policy, checking the genuineness of documentation supplied with applications, and undertaking a wide range of clerical and administrative tasks.

Staff recruited at this level work within clear guidelines and established procedures and protocols. They are required to demonstrate a sound understanding of the roles and responsibilities of the department, as well as the legislative, regulatory and compliance framework that informs its activities.

Given the significant levels of client contact, staff must have strong oral and written communication skills in English and Bahasa Malaysia and be able to provide accurate, timely, consistent and appropriate information to a culturally and linguistically diverse range of clients.

To ensure a high level of productivity is achieved and business outcomes are delivered, staff are expected to manage and prioritise their caseloads and work collaboratively within their team in a challenging environment of competing priorities.

Importantly, staff must have sound computer/keyboard skills and experience with standard software applications.

Further information about the core capabilities required is provided below.

The starting salary for the position is RM3172.00 per month, plus two months bonus and other benefits. The order of merit from this recruitment exercise may be used to fill future vacancies in the Immigration Section over the next 12 months.

Interested applicants must submit a written application addressing the three (3) questions detailed below (no longer than 2 pages in total), together with a current CV. The names, telephone numbers and email addresses of two referees (one of whom should be their immediate and current supervisor), who may be contacted for further information about the candidate’s abilities, should also be provided.

Applications that only include a CV and do not also include a separate written statement addressing the three questions below will not be considered.

Applicants must be Malaysian citizens or non-citizens who are eligible to work in Malaysia. The Australian Government does not sponsor visas.

Complete applications should be sent to Manager, Human Resource Services, Australian High Commission, 6 Jalan Yap Kwan Seng, 50450 Kuala Lumpuror or via email to [email protected].

The closing date for applications is 6pm on Saturday, 18 April 2015. No late applications will be considered.

The Australian High Commission thanks all applicants for their interest. However, please note that receipt of applications will not be acknowledged, and only those selected for interview will be contacted further.

SELECTION CRITERIA (QUESTIONS THAT MUST BE ADDRESSED IN YOUR WRITTEN APPLICATION)

1. Provide an example of a time when, as a member of a team, you have made a significant contribution towards the achievement of a goal.

In your answer please address the following:
• What was your role? What was the goal that your team was working towards?
• What, specifically, did you do to assist the team to achieve the goal?
• What steps did you take to ensure that your actions were co-ordinated with the actions of other people in the team?
• How did your actions contribute directly to the achievement of the goals?

2. You are talking to an upset client on the telephone who is asking you a question about the conditions of their visa. How do you respond to the client when you do not know the answer to their question?

In your answer please address the following:
• What steps would you take to resolve the enquiry?
• How do you deal with the client?
• What other factors do you need to consider?

3. Provide an example of a time when you were faced with a number of competing priorities and how you managed your work to resolve this situation.

In your answer please address the following:
• What role were you in?
• What were the competing priorities?
• What tools/strategies did you employ to manage the priorities?
• What was the outcome of your actions?

CORE CAPABILITIES

The Core Capabilities for a Locally Engaged Employee (LEE) operating in the Immigration Section are outlined below:

Contributes to strategic thinking
• Demonstrates the ability to quickly acquire, a sound understanding of DIBP’s priorities and business directions.
• Identifies issues and problems that may impact on work area plans and objectives and acts upon these.
• Participates actively in planning for the achievement of work area goals.
• Recognises opportunities for new and revised practices and makes suggestions for improvement.
• Is able to analyse, report on, and use routine information related to work. Interprets and applies legislation and guidelines to make decisions in routine situations. Develops practical solutions based on a logical and common sense approach.

Achieves results
• Shows flexibility in responding to uncertainty and changing demands in the workplace.
• Is committed to using department resources, including technology, effectively, efficiently and lawfully.
• Takes personal responsibility for work outputs and service provided to clients.
• Shows flexibility in responding to uncertainty and changing demands in the workplace.
• Actively contributes to a positive work culture where department resources, including technology, are used effectively, efficiently and lawfully.

Supports productive working relationships
• Establishes rapport and deals sensitively, courteously and equitably with clients and stakeholders and works collaboratively and encourages cooperation with team members and across work areas.
• Actively participates as a valuable team member and supports participative decision making.
• Demonstrates trust, respect and understanding towards others and recognises individual differences at work.
• Provides accurate, timely, consistent, lawful and appropriate service to clients.

Displays personal drive and integrity
• Provides a quality professional service, applies ethical work practices and demonstrates integrity in all aspects of work, in accordance with the department’s Code of Conduct and all other relevant codes of ethics and practice.
• Accepts responsibility for mistakes and tries to learn from situations.
• Demonstrates willingness to seek advice and assistance from others if needed.
• Demonstrates awareness of own capabilities and is appropriately responsive to feedback.

Communicates with influence
• Communicates proficiently both orally and in writing in English. Similar proficiency in Malay is preferred but not essential.
• Demonstrates awareness of, and respect for, cultural differences when liaising with clients and colleagues from a diverse range of backgrounds and cultures and tailors communication accordingly.
• Helps in resolving differences and responds effectively to diverse interactions.

Demonstrates professional or technical proficiency
• Has sound knowledge of the procedures and guidelines relevant to the work area and the ability to apply these to the tasks at hand.
• Demonstrates sound capability in applying technical, professional or specialist skills and knowledge within a limited area.
• Has a sound understanding of and ability to use the tools, systems and technology needed to complete work tasks. Understands and applies relevant legislation, policy, governance and regulatory frameworks as needed.