Referral Agent Level 1 Capability Coordinator

By on July 7, 2022 0

Referral Agent Level 1 Capability Coordinator

  • Status: non-continuing (duration specified)
  • Location: Any considered CASA office location
  • $93,483 – $102,560 plus 15.4% retirement pension

About the role

The Advice Delivery Center (GDC) is responsible for providing advice to the aviation industry and other CASA staff on the implementation of aviation safety legislation. We are looking for a Referral Agent Level 1 (Capacity Coordinator) (CS3A) responsible for developing and implementing training initiatives and mentoring Referral Agents, CASA Subject Matter Experts ( SMEs) and other internal stakeholders in the processes, procedures and use of the GDC system. . The Tier 1 Referral Officer (Capacity Coordinator) assists the Tier 1 Referral Officer Team Leader by supporting and mentoring a nationally dispersed team of Referral Officers from Level 1 who manage and respond to assigned inquiries. This role will be combined with the duties of a Level 1 Senior Referral Officer.

Guidance may encompass personnel licensing and training, flight operations, airworthiness, air navigation, aerodromes, safety management and remotely piloted aircraft systems (RPAS). Scope will be determined by the agent’s technical skills, qualifications and experience, as assessed in accordance with the CASA capability framework.

The Level 1 Referral Officer (Capability Coordinator) is responsible for developing and maintaining operational training of the workflow system, leading the GDC team as SMEs in the GDC process and the effectiveness of procedural content and continuous improvement. Ensure adherence to documented procedures, review staff performance, identify and recommend staff development opportunities. Be the point of contact and work with CASA Training Management to ensure the On-the-Job Referral Officer (OJT) program is fit for purpose. Act as a GDC coach and provide post-training mentorship to referral agents, SME policy and process owners, and other internal CASA stakeholders, leading, prioritizing, and managing the development of implementation procedural content. implementation of the replacement workflow, the requirements of the training program and the management of its delivery. Develop and maintain networks of CASA agencies and SMEs.

The role requires a high level understanding of CASA executives as they relate to regulated entities, as well as an understanding of the aviation industry sectors, the hierarchy of civil aviation legislation and its supporting documents . Comprehensive verbal and written communication skills. The ability to work with competing priorities, using emotional intelligence to deliver the most effective training to a cross section of stakeholders. Analyze the team’s current practices, use continuous improvement processes to modify, verify and validate the content of procedures and training. Good record keeping skills with the ability to objectively determine staff improvement opportunities and prepare recommendations for the Referral Agent Level 1 Team Leader.

The Level 1 Referral Officer (Capabilities Coordinator) is responsible for the following:

  • Plan, develop, document and implement a staff onboarding workflow system, operational procedures and on-the-job training for all new GDC staff, with a focus on Improved capabilities and capabilities of the team orientation with a focus on team development, communication and collaboration.
  • Plan, schedule and deliver SME workflow system training on a regular schedule, across CASA policy teams, fostering cooperation and partnership with other CASA business units. Coordinate with IT and approve access to GDC test and production workflow environments and associated mailboxes.
  • Review, modify and maintain training materials with evolving GDC procedure changes. Lead the verification and validation of procedure change projects, using quality assurance practices and recording the results. Propose and advance innovative initiatives contributing to continuous improvement results by identifying and working closely with the Guidance Delivery Center (GDCPO) Project Manager to implement process improvement opportunities and content to improve service delivery results.
  • Maintain a register of trained SMEs, provide specialist operational system support for GDC applications and processes to internal GDC and CASA stakeholders. Coordination with the GDCPO for the functional support of the system.
  • Participate in the introduction of new CASA workflow systems, mapping training needs, planning and scheduling training on new systems. Identify and escalate operational and functional issues and bring SMB knowledge to recommend and test proposed resolutions.
  • Manage complex stakeholder relationships and interact with difficult customers using effective and thoughtful communication, verbal and written, to resolve complex or sensitive issues.
  • Maintain responsibility for motivating, coaching and developing Referral Agents in system use and procedural outcomes by utilizing technical knowledge and analyzing Referral Agents’ individual learning needs and providing additional support activities to enhance staff development and maintain GDC standards.

This role was also advertised alongside as Positive Measure – Disability or Indigenous.

Applicants wishing to apply for an Affirmative Measure must meet the eligibility criteria and will need to submit their application on the Affirmative Measure vacancy on the CASA website. CASA website.


Employment is subject to the conditions prescribed in the Civil Aviation Act 1988.

  • At a minimum, prospective employees must undergo a pre-employment screening. You must be prepared to provide the information required to pass a criminal record check.
  • Must be an Australian citizen or permanent resident.

We encourage applications from Aboriginal and/or Torres Strait Islander people, people with disabilities, culturally and linguistically diverse people and people from the LGBTIQA+ community, including transgender, gender diverse and intersex people.

Eligibility (affirmative action)

  • The filling of this position is intended to be an affirmative action under section 8(1) of the Racial Discrimination Act 1975 and under section 27 of the Australian Public Service Commissioner’s Direction 2016. These positions Vacancies are only available to Indigenous and/or Torres Deprived Persons or Persons with Disabilities. To be engaged under the positive measures provision, proof of Aboriginal or Torres Strait Islander heritage or disability may be required.

Our ideal candidate will have the following skills and experience:

To be successful in the role, you will need strong interpersonal skills with strong verbal and written communication and organizational skills to manage competing priorities for the successful achievement of Guidance Delivery Center objectives.

You will demonstrate good judgment, a certain sense of initiative, attention to detail and discretion in handling sensitive files. You will have an eye for detail and the ability to work collaboratively with others and build productive relationships to achieve results in a busy environment.

Ideal candidates are those who are self-directed, motivated to contribute to team and branch results, have good judgment, are proactive and have developed problem-solving skills.

Our ideal candidate will have:

  • Have successfully completed or be in the process of undertaking a Certificate 4 in Training and Assessment or higher qualification.
  • Demonstrated experience planning and delivering induction and workflow systems training
  • Well-developed verbal and written communication skills with an ability to prepare high quality written materials, interpret complex information and present effective options in a timely manner.
  • Demonstrated analytical skills and a high level of emotional intelligence to assess performance and learning needs.
  • Demonstrated coaching or mentoring experience with associated motivational skills
  • Developed problem-solving skills with the ability to assess, modify and implement procedures, improve processes, provide flexible solutions and achieve results.
  • The ability to develop and manage relationships with internal and external stakeholders.
  • Work in solidarity and cooperatively with Aboriginal and Torres Strait Islander peoples to achieve common results.
  • Engage with Aboriginal and Torres Strait Islander employees in a sensitive, respectful and equitable manner.
  • Promote safety, equity and diversity in the workplace and act in accordance with CASA values ​​and behaviors.

About Us

The primary function of the Civil Aviation Safety Authority (CASA) is to conduct the regulation of the safety of civil aviation operations in Australia, Australian civil airspace and the operation of civil aviation operations in Australia, airspace Australian civil aviation and the operation of Australian aircraft overseas.

CASA is committed to having a flexible and inclusive workplace and recognizes and values ​​the diversity of the wider Australian community.

We encourage and welcome applications from people with disabilities, Aboriginal and Torres Strait Islander people, LGBTIQ+ people, people from diverse cultural and linguistic backgrounds, and people of mature age.

Culture and Benefits

We value our employees. CASA values ​​social and cultural diversity and is committed to a safe workplace. We are committed to attracting, recruiting and retaining Indigenous Australians and encourage applications from Aboriginal and Torres Strait Islander peoples.

CASA is committed to achieving and retaining the highest quality of qualified professionals and to providing a desirable work environment in which they can maximize their talent and potential. We offer rewarding careers, promote work-life balance and support professional and personal development.

For more details and information on the role, please visit the CASA website.

Contact agent for inquiries: Greg Deal on tel: 02 6217 1111

Closing date for applications: AEST 11:59 PM, July 21, 2022