Purpose of the role

In this role, you will be responsible for delivery of Smiling Mind's research and evaluation agenda, driving innovation, and delivering high quality impact measurement. You will be responsible for undertaking research and delivering insights that create a step change in how Smiling Mind develops and delivers mental fitness and wellbeing programs. This dynamic position offers the opportunity to develop best practice, drive analysis & insight generation, lead reporting and deliver deep, actionable research that shapes the organisation's strategic impact agenda.

You will foster meaningful collaborations both internally and with industry and academic partners, positioning Smiling Mind as a thought leader in mental fitness and wellbeing, with a focus on children and the adults that support them - namely educators and parents / carers. Additionally, you will develop, deliver, and work across a variety of research programs including quantitative and qualitative evaluation, voice of customer initiatives, ad-hoc program research, population studies, and impact modelling, all aimed at driving innovation and thought leadership in the mental wellbeing space.

Key Responsibilities

This role has decision making autonomy empowering you to lead and innovate across research, evaluation, and impact measurement, with a focus on proactive leadership and strategic thinking.

Strategic Impact and Innovation

• In collaboration with the Senior Leadership Team, develop and execute on our research and impact strategy.
• Proactively drive the delivery of our impact agenda, creating new program and partnership opportunities for Smiling Mind.
• Lead high profile research initiatives and projects, delivering high-quality outcomes that position Smiling Mind at the forefront of mental wellbeing innovation.
• Leverage your expertise and insights to influence and inform decisions across the organisation, translating research insights into actionable strategies.
• Pioneer innovations in research and evaluation, setting the stage for multi-year advancements in the field of mental fitness and wellbeing.
• Mentor and inspire a team of junior research staff, fostering a culture of excellence and continuous learning.

Thought Leadership and Knowledge Exchange

• Develop a cutting-edge impact measurement framework that defines key mental fitness measures across Smiling Mind's diverse portfolio.
• Develop program logic models, theories of change, and evaluation frameworks that extend current practice in mental wellbeing research.
• Design and implement mixed-methods research, showcasing Smiling Mind's commitment to rigorous and impactful evaluation.
• Produce compelling, action-oriented reports that demonstrate Smiling Mind's impact, position Smiling Mind’s advocacy direction effectively, and influence key stakeholders.

Strategic Collaboration and External Engagement

• Foster strategic relationships with internal stakeholders, championing a culture of research-driven decision-making across the organisation.
• Lead high-profile cross-collaboration projects with a range of external research partners
• Establish and nurture high-impact partnerships with academic institutions and industry leaders, positioning Smiling Mind as a key player in the mental wellbeing research landscape.

Driving Research and Program Development

• Deliver groundbreaking and high quality research and evaluation to inform the development of innovative products and programs, employing cutting-edge methodologies from evidence synthesis to co-design practices.
• Stay at the forefront of emerging research and evidence, actively seeking out and sharing new insights to inform Smiling Mind's program development and advocacy strategy.
• Bridge the gap between psychological theory and practical application, developing unique solutions that set Smiling Mind apart in the field.
• Influence and inform decisions regarding program and product evolution across the organisation, using evaluation insights and research acumen.

Elevating Impact through Strategic Communication

• Champion a culture of evidence-informed thinking across the organisation, inspiring colleagues to incorporate research into their work and decision-making processes.
• Produce and present high-impact research reports that captivate diverse audiences and showcase Smiling Mind's innovative approach to mental wellbeing.
• Translate complex research findings into compelling narratives that resonate with both technical and non-technical audiences, elevating Smiling Mind's profile in the field.

Key Teams / Stakeholders

This role offers the opportunity to collaborate with diverse stakeholders across Smiling Mind, as well as forge strategic partnerships with external research institutions and industry leaders. You'll be at the forefront of driving our research agenda and shaping the future of mental wellbeing interventions.

Join our passionate, high-growth team where your creativity, drive, and innovative thinking will directly contribute to changing lives. At Smiling Mind, we embrace challenges, celebrate successes, and work collaboratively to achieve extraordinary impact in mental wellbeing.

Your responsibilities will include but are not limited to:

• Administration support including archiving, scanning and filing; facilitating appointments for imaging, set up of consulting rooms and end of day office / consulting room activities
• Scheduling and managing appointments to meet customer needs and to maximise the booking rate of available medical consultants
• Assist customers by providing informed advice on the most suitable service, and appropriate consultant specialty (and consultant)
• Undertaking accurate preparation, maintenance, filing and scanning of examinee files and records 
• Establishing and maintaining effective relationships with internal and external stakeholders, including mlcoa medical consultants and staff, clients and examinees
• Effective management of the bookings calendar to support mlcoa Perth and the broader business achieve business imperatives
• Supporting the day-to-day operation and professional appearance of the office
• Willing and able to function autonomously.

As a Senior Collections Officer, you will negotiate payment plans, manage overdue accounts, assess for legal escalation, and handle financial hardship cases. You’ll also oversee accounts in liquidation or bankruptcy, address escalations, and maintain compliance with debt collection laws while collaborating with the team.

What you will be doing:

• Work directly with customers to negotiate affordable and sustainable payment arrangements that aim to bring overdue accounts back into good standing.
• Employ skip tracing techniques and tools to locate customers
• Conduct thorough reviews of accounts, analysing payment histories, previous collection efforts, and current financial status to determine the best course of action for recovery.
• Assess when accounts should be escalated to external solicitors or collection agencies for legal action. Prepare and present supporting documentation, including payment history, due diligence, and any efforts made to resolve the debt before escalation.
• Evaluate and manage financial hardship cases, conducting Statements of Financial Position and determining the best solutions for both the customer and the business.
• Handle administrative tasks related to accounts under liquidation or bankruptcy
• Be the first point of contact for escalated cases, resolving complex or sensitive customer issues with professionalism and expertise.
• Collaborate effectively with team members to provide guidance on challenging accounts.
• Maintain accurate and detailed records of customer interactions, payment plans, and legal processes. Regularly report on account statuses, escalations, and recovery progress to the Collections Manager and Head of Collections.
• Stay informed of relevant laws and regulations related to debt collection, bankruptcy, and financial hardship to ensure all actions comply with industry standards.