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Health Specialist / Helpdesk Manager

AusAID Health Resource Facility
Location: Canberra, Australia
Last Date: August 31, 2011

The appointment is subject to a pending contract decision and AusAID approval of the preferred applicant. 


Post title:                       Help Desk Manager 

Department:                 AusAID Health Resource Facility (HRF) and Asia Pacific Division, Health and Education Unit 

Responsible to:            Director, AusAID Health Resource Facility 

Purpose:                       Responsible for the provision of core services to AusAID, including technical management and coordination of the HRF Help Desk and assignments.

     This position is based in Canberra, Australia.  All applicants must have the right to live and work in Australia.  This is a limited tenure position until August 2013 and is not intended to be a permanent position.  There may be a possibility of extension by mutual agreement.

Job Profile and Background 

HLSP is a leading professional services organisation specialising in the health sector working in low & middle-income countries.  In collaboration with international agencies & national governments, we work to advance health systems, improve health outcomes and combat HIV & AIDS with a focus on the poor.  HLSP is working in association with IDSS (part of Aurecon) to manage the Health Resource Facility (HRF). 

The AusAID Health Resource Facility provides consultancy services to AusAID in a broad range of areas including health systems development, human resources for health, communicable diseases, maternal and child health and HIV.   Alongside responding to AusAID requests for technical expertise and assistance, the HRF Help Desk also supports requests for technical advice, briefings, knowledge analysis/synthesis, information and professional development.    

The post-holder will be a member of the HRF team and will be responsible for coordination and technical management of the Help Desk[1] and the provision of HRF knowledge and professional development activities for AusAID staff.   The post holder will also be responsible for the technical management of selected consultancy assignments commissioned through the HRF. 


The key areas of work are as follows:

Ø  Technical Help Desk management.  Activities include:  

·         Provide guidance and support to HRF clients on accessing the Help Desk Services and requesting HRF services.

·         Coordinate the work of the Help Desk, ensuring that the HRF agrees terms of reference with clients, responds appropriately and delivers a high quality product.

·         Undertake literature searches core, knowledge analysis/synthesis work and other activities related to the HRF’s core services, in conjunction with the HRF’s other technical staff.

·         Feed knowledge and experience gained through the core (Help Desk) and non core services into HRF knowledge and professional development activities, and AusAID policy and strategic thinking. 

Ø  HRF knowledge and professional development services for AusAID staff.  Activities include: 

·         Implementation of the HRF Knowledge and Professional Development Plan, including providing services (in conjunction with the HRF’s other technical staff), preparing TORs and sourcing appropriate expertise to deliver activities where required.

·         Be proactive in integrating emerging sector issues, innovative approaches and up to date knowledge into the HRF’s knowledge and professional development services 

Ø  Supervise the progress of assignments and provide technical oversight and management of HRF consultancy assignments related to public health, health systems and policy.  This work is supported by the HRF operations team.   Activities include:  

·         Liaise with the client to reach a shared understanding of requirements, including timelines for deliverables

·         If necessary assist the client with drafting or finalising ToRs.

·         Liaise with HLSP’s Consultancy Services Team and wider networks to identify and source appropriate consultants to be presented to AusAID

·         Brief/debrief consultants or arrange that an appropriate technical briefing/debriefing takes place as necessary.

·         Provide technical backstopping for consultants during assignments as required.

·         Ensuring quality-assurance of consultancy outputs, ensuring adherence to TORs and inclusion of evidence-based practice, and delivery of a high quality output to the client.

In addition, all areas of work includes developing our network of contacts; ensuring good client relations; awareness raising of the HRF; and liaison with AusAID and other groups.   

Any other tasks and responsibilities as agreed with the Director. 

Note: This job description reflects the present requirements of the post.  As duties and responsibilities change and develop the job description will be reviewed and be subject to amendment in consultation with the post holder.

Special relationships and contacts 

Establish and maintain good working relationships with other MM staff, all clients and consultants in a way which demonstrates respect for their particular roles and responsibilities. Developing and maintaining good working relationships with AusAID is crucial. 

Essential academic, professional qualifications and experience

·         Substantial experience in international health, including in one or more of the following: public health, health systems, health economics, access to medicines, health policy and aid effectiveness.

·         Good understanding of current development issues at international and national levels, including aid management issues.

·         Experience of working and liaising with bilateral and multilateral funding agencies, UN organisations, Global Health partnerships and / or Non-Governmental organisations.

·         Management and coordination experience, including management of resources, knowledge and information. 

Essential personal attributes/skills

·         Well organised with good time management and organisational skills.  A good “starter-finisher” with a positive ‘can do’ approach.

·         Good communication skills in the English language (verbal and written)

·         Excellent interpersonal skills

·         Motivated to engage actively in own continued learning and development 

Desired academic, professional qualifications and experience

·         Higher degree in public health, health policy and systems, or related subject

·         Experience or familiarity with the Asia Pacific region, with a good understanding of regional health and HIV issues 

Desired personal attributes/skills

·         Knowledge and experience of AusAID policy, processes and procedures, especially at country level and including the ability to constructively interact with AusAID staff.

·         Personal networks and credibility in the development field in Asia Pacific

·         Additional language skills

How to Apply 

For a full job description and person specification please visit our website at and search openings using the job reference 4914BR. 

To apply, please use the ‘Apply now’ link and upload your CV and a covering letter.  The cover letter should highlight where your skills and experience match the job description and the required criteria.    

The closing date for receipt of applications is 31st August 2011. 


[1] Help Desk activities include all core services not covered by a service order including assisting with enquiries, assistance with TOR, literature and knowledge analysis / synthesis. 


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