Join Our Team

• • Serve as the first point of contact for all MHFA inquiries.
  • Maintain a standard of excellence in service in line with our processes, quality measures and organisational policies.
  • Monitor and manage the flow of incoming enquiries and outgoing support, ensuring timely and effective responses in accordance with service level agreements and internal guidelines.
  • Provide accurate and tailored information to customers regarding course selection, delivery formats, private course arrangements, and scheduled delivery of MHFA courses.
  • Support the daily operations of MHFA’s Australian services by completing essential administrative tasks using key systems such as Zendesk, Salesforce, Moodle, and the Instructor Portal.
  • Supporting the stakeholder journey including use of our website, MHFA online Shop, MHFA Courses/Products, Moodle, Instructor Portal.

A team player you will be result orientated and have:

• A minimum of 2 years front-line customer support experience, with a passion for delivering outstanding customer service.
• Experience in using CRMs and ticketing systems, Salesforce and Zendesk experience highly regarded.
• Excellent interpersonal, written, oral communication skills with demonstrated ability to communicate effectively and relate well to staff, internal and external stakeholders.
• A high level of organisation, an exceptional ability to prioritise well, work under pressure and high degree of attention to detail.

At Mental Health First Aid International we embrace our differences as we know that diversity helps us to innovate and make the biggest impact possible. We encourage applications from diverse backgrounds including people with lived and living experience of mental health, Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds and people of all ethnicities, faith, disability, socio-economic background, sexual orientation and gender identity.

Our benefits include:

• • Salary Packaging
  • Employee discounts at popular retailers
  • Flexible working conditions
  • Ongoing opportunities for Professional Development
  • Employee Assistance Program for confidential wellbeing support
  • Contributing to an organisation that is working towards a world where we all have the skills, knowledge and confidence to help someone experiencing a mental health problem.

Key responsibilities of the role include:

• • Deliver Instructor Training courses to prospective Licensed Instructors and upskills to current Licensed Instructors.
  • Assess, review, approve and provide correspondence to applicants for submitted applications for Mental Health First Aid Australia Training.
  • Administer internal systems to manage customer accounts, feedback and license/accreditation status, and use evidence to inform decision-making and provide strategic guidance.
  • Develop and maintain the quality standards of Licensed Aboriginal and Torres Strait Islander Mental Health First Aid Instructors and Mental Health First Aid Aiders.
  • Provide Instructor support, consultation, and communications.
  • Provide culturally capable specialist expertise and review resources as part of curriculum development.

To perform this role:

• • It is essential the incumbent be an Aboriginal and Torres Strait Islander person.  Mental Health First Aid International considers being Aboriginal and Torres Strait Islander is a genuine occupational requirement for this position under s 42 of the Discrimination Act 1991 (ACT)/s 14 of the Anti-Discrimination Act 1977 (NSW)/ sub-35(1)(b)(ii) of the Anti-Discrimination Act 1996 (NT), s 25 of the Anti-Discrimination Act 1991 (QLD)/ sub-s 56(2) of the Equal Opportunity Act (SA)/s 41 of the Anti-Discrimination Act 1998 (Tas)/ sub-s 26(3) or s 28 of the Equal Opportunity Act 2010 (Vic)/s 50 of the Equal Opportunity Act 1984 (WA).
  • A minimum of 3 years’ experience in the delivery of Aboriginal and Torres Strait Islander training, education, and continuous professional development, with a commitment to promoting diversity, equity and inclusion. 
  • Hold a Certificate IV Workplace Training and Assessment.
  • Demonstrated commitment to lived experience in service design and delivery.
  • Demonstrated experience providing support and advice to Aboriginal & Torres Strait Islander peers or colleagues, in a mentoring or coaching capacity.

At Mental Health First Aid Australia we embrace our differences as we know that diversity helps us to innovate and make the biggest impact possible. We encourage applications from diverse backgrounds including people with lived and living experience of mental health, people from culturally and linguistically diverse backgrounds and people of all ethnicities, faith, disability, socio-economic background, sexual orientation and gender identity.

Our benefits include:

• • Flexible working conditions.
  • Salary Packaging entitlements (pay less tax) and employee discounts at popular retailers.
  • Generous leave provisions including extra paid leave over the Christmas/New Year Period.
  • Ongoing opportunities for Professional Development.
  • Employee Assistance Program for confidential wellbeing support.
  • The opportunity to contribute to an organisation that is working towards a world where we all have the skills, knowledge and confidence to help someone experiencing a mental health problem.