Helpdesk and Partnerships Lead – Equity Hub

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Alinea International

  • Career category: Programme/ Project design & management
  • Job type: Job
  • Organisation type: Consultancy
  • Remote option: No
  • Right to work requirements: Right to work required in advance
  • Remuneration: AUD 150,000 AUD-AUD 160,000 AUD / yearly
  • Work schedule: Full-time
  • Deadline: 11/06/2026
  • Location: Australia
Movement building
Alinea is an international development consultancy providing technical and management expertise that helps people improve their lives. We work with governments, investors, companies, and communities to create lasting change. Over 40 years, Alinea has successfully delivered more than 1000 projects worldwide. alineainternational.com

Project Overview
The gender equality, disability equity and social inclusion (GEDSI) support unit is a six-year DFAT investment that provides technical assistance (TA), learning, communications, accessibility services and strategic support to DFAT across GEDSI domains.
The Equity Hub delivers both proactive and demand-driven services, the majority of which will be ODA-eligible, administered activities, with limited non-ODA and departmental activities delivered with DFAT approval.

The Role
Helpdesk Leadership and Operations
  • Lead and maintain strategic oversight of the Helpdesk as a high-quality, relationship-based service
  • Ensure timely, responsive, and client-centred delivery of GEDSI technical assistance
  • Develop and embed Service Level Agreements (SLAs) to improve turnaround times and service quality
  • Oversee the full tasking cycle, including scoping, adviser mobilisation, and delivery
  • Hold accountability for quality assurance, including technical, accessibility, safeguarding, and compliance standards
  • Identify trends and opportunities to strengthen proactive programming
Partnerships and Engagement
  • Build and sustain strong, trust-based relationships with DFAT (Canberra and Posts), advisers, and partner support units
  • Leverage partnerships to improve service relevance, efficiency, and localisation outcomes
  • Identify and actively facilitate collaboration across DFAT support mechanisms
  • Promote a relationship-based service model that prioritises engagement over transactional delivery
Panel Management and Localisation
  • Build and manage a diverse, inclusive, and high-performing panel of GEDSI advisers, with a strong emphasis on national expertise
  • Develop strategies to strengthen localisation, lived experience representation, and accessibility
  • Lead adviser onboarding, engagement, performance management, and retention
  • Design and implement initiatives (e.g. mentoring) to expand participation in DFAT advisory work
  • Ensure accessibility of Helpdesk processes and outputs
Knowledge, MERL and Insights
  • Ensure Helpdesk data is effectively captured, analysed, and used for learning and reporting
  • Generate insights from Helpdesk trends to inform DFAT’s GEDSI strategy reporting1 and broader program learning
  • Work closely with MERL colleagues to translate data into actionable insights and evidence products
  • Identify gaps in guidance and lead the development or commissioning of knowledge products
  • Contribute to populating and strengthening the Knowledge Hub
Required Qualifications and Experience
  • Postgraduate qualifications, or equivalent experience (including lived experience), in gender equality, disability equity, social inclusion or a related field
  • Minimum 7 years’ relevant experience, including managing helpdesks, advisory services or similar demand-driven technical assistance mechanisms
  • Demonstrated expertise in GEDSI and intersectional programming
  • Experience working with DFAT, UN agencies, or other donor institutions
  • Strong leadership, stakeholder engagement, and partnership management skills
  • Experience using data and insights to inform decision-making, reporting, and learning
  • Familiarity with safeguarding, quality assurance, and inclusive engagement protocols
  • Proven ability to manage diverse teams and deliver high-quality, responsive services

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