Position Overview

In this role you will have the opportunity to use your exceptional member services skills and passion for people to make a real difference in the lives of healthcare workers.

The core objective of this position is to provide the first point of contact service to HSU members. The role is responsible for managing and responding to incoming member queries, either through our general phone line or email address. The primary function of the role will support the membership by providing basic industrial advice, assisting in workplace matters, and by working on matters until they require referral. This will require an understanding of Industrial Relations, dispute resolution, and the ability to identify Organising opportunities. The role will encompass some administrative tasks related to membership, including contacting new and existing members.

Our ideal candidate will be customer-focused, with strong attention to detail and a demonstrated ability to handle sensitive information and maintain confidentiality. Experience or demonstrated understanding of basic industrial knowledge, Organising principles, and Union values.

This role would be suitable for someone who has a background in HR/IR or someone who is looking to gain Union experience.

About the HSU SA/NT

The Health Services Union South Australia/Northern Territory Branch (HSU SA/NT) is a specialist industry union representing workers in the health and community services sectors. HSU SA/NT members are employed at hundreds of worksites across both South Australia and the Northern Territory.

These worksites include public and private hospitals, pathology laboratories and collection centres, medical imaging, private practices, and Aboriginal Community Controlled Health Organisations. HSU members are allied health professionals, phlebotomists, medical couriers, Aboriginal health workers, and clerical and administrative staff. HSU SA/NT is committed to advancing and protecting the wages, conditions, and workplace rights of members through campaigning, workplace activism and a focus on member recruitment and development.

Principal Duties

• Manage the HSU’s general phone line and email inboxes by responding to member queries and/or referring them to the appropriate person within the HSU office.
• Provide members with basic industrial advice and support on basic industrial and workplace issues.
• Undertaking research concerning industrial matters.
• Identifying organising potential in all industrial activity.
• Provide representation to members and maintain a caseload of files related to individual industrial matters.
• Utilise Organising principles to empower members when resolving workplace issues.
• Contribute directly to member growth and retention strategies via assertive telephone and digital recruitment of new members and following up existing members to ensure positive member onboarding and retention.
• Maintain the HSU membership database, including detailed records of member inquiries and updating existing membership records.
• Provide support to the Membership Officer by completing basic administrative tasks as required.

Assisting with all other general office and administrative duties as directed by the Branch Secretary. These duties are intended to reflect, in general, the requirements of the role and should not be interpreted to be all-inclusive.

Essential Requirements

• Customer service focused with a positive attitude.
• Fair written, oral and interpersonal communication skills with good computer literacy skills in Microsoft Office software including Word, Excel, and Outlook.
• The ability to effectively engage and empower members, delegates, and activists.
• Ability to work to deadlines.
• Ability to work in accordance with planned strategies.
• Planning and organising skills, including the ability to develop, implement and evaluate workplace organising campaigning and member response strategies.
• Fair verbal communication skills, including the ability to provide appropriate and adequate advice to members on grievances and undertake negotiations on behalf of members.
• Eligibility to hold a Right of Entry Permit in accordance with the Fair Work Act 2009 or subsequent legislation

A position description is attached.