Consular & Passports Manager, Vancouver

• Classification : Austrade Overseas Performance Level C (AOPL C)
• Location : Location : Vancouver. British Columbia
• Salary : $105,000

The role :

Reporting to the Consul General & Senior Trade and Investment Commissioner Canada (CG / STIC), the Consular & Passports Manager, Vancouver, is responsible for leading Vancouver’s Consular and Passports function.

This includes ensuring a high standard of service delivery, administration and reporting obligations.

Consular and passport staff are required to work as part of a small team - providing consular, passport and notarial services.

The Consular & Passports Manager, Vancouver oversees the team’s workload management and provides support by also contributing to the direct servicing of clients.

Consular staff have some of the highest levels of public engagement relative to other Austrade and Department of Foreign Affairs and Trade officers.

They routinely encounter difficult and stressful situations and, from time to time, will be required to perform duties out of hours.

The Consular & Passports Manager, Vancouver will also be accredited as Australia’s Honorary Consul in Vancouver accredited to the provinces of British Columbia, Alberta, Saskatchewan, Manitoba, the Yukon Territory, the Northwest Territories, and Nunavut.

Duties include

Processing of Australian Passport Applications and Provision of Notarial Services

Demonstrate sound understanding of Australian passport policies and procedures and the ability to mentor and guide others.

This includes accurate processing of applications for Australian passports, including face-to-face counter service and the processing of emergency passport applications, in accordance with the Australian Passport Act and service standards set by Austrade and DFAT.

• Perform and manage delivery of notarial services in accordance with policies. Procedures, and service standards.
• Setting team appointment schedule and management of passport caseload including monitoring and servicing passport and notarial phone, email, and counter enquiries.
• Manage the governance and administration requirements of passport and notarial records and ensure the accurate receipting of monies for passport applications lodged and notarial services rendered.

Consular Duties

• Provide assistance to Australian citizens during an emergency and consular services to Australians who have been imprisoned, hospitalised or require urgent assistance, as per the Consular Services Charter.
• In collaboration with the CG / STIC, lead crisis action planning including annual review and certification to ensure preparedness to adequately responded to a consular crisis.
• Demonstrate sound understanding of the Consular Services Charter and the ability to deliver these services and guide and mentor staff to do so, including providing advice and briefings to the CG / STIC, High Commissioner, and Senior Administrative Officer during cases and crisis.
• Answer Consular phone, email, and counter enquiries.
• Be available for consular emergency duty, on a rostered basis, and management of the team roster.
• Manage and carry out duties required to assist Australian citizens to vote in Federal and State elections.
• Manage a caseload of consular clients requiring preparation of case notes, accurate reporting in a timely manner, and guiding staff on their cases.
• Display discretion, resilience, good judgment and leadership in crisis or emergency, including leading the provision of accurate information and sound guidance and advice to local and Australian-posted team members.

Team Leadership and Post Management

• Lead a team of two Consular and Passport Officers.
• In collaboration with the Corporate Services Advisor, ensure sound management of the Vancouver Consulate including workplace health and safety, security, IT, and property.
• Lead the team to build and personally own strong local, regional, and Australian networks (e.g. airports, local authorities, support services, medical contacts) to effectively deliver on Consular and Passport services.
• Oversee the accurate and timely collection of information and generation of reports required for consular, passport and notarial administration.
• Contribute to knowledge creation within Austrade and DFAT, by adopting information practices, sharing knowledge and information and by embracing best practice and development opportunities.

This includes leading effective collaboration with Supervising Mission consular and passports staff - to develop common practices and knowledge sharing across in-region posts - and collaboration with the Regional Consular Officer.

• Work collaboratively within the Austrade ad DFAT network to contribute to personal and team service delivery and achieve desired outcomes, while upholding the Australian Public Service (APS) Values, Employment Principles and Code of Conduct and Work Health & Safety (WHS) principles.
• Manage consular mail, diplomatic bag and courier services, including assisting other staff members.
12 days ago