Palm Island graduates ready for call centre success

The new First Nations Digital Service Centre is an initiative of Advance Queensland’s Deadly Innovation Strategy, with the aim of increasing economic opportunities and independence of Aboriginal and Torres Strait Islander people through greater involvement in the innovation economy. 

Located in the Palm Island Retail Precinct, the Digital Service Centre is fully community owned, operated and supports ongoing employment for residents in the digital call centre capacity. 

Advance Queensland secured Telstra as the Foundational Customer with Palm Island Community Company as the employer.

After completing the 10-week program, the inaugural group of “bootcamp” graduates will continue to learn on the job by completing a Certificate III in Business (BSB30120) with TAFE Queensland.

Employment at the centre is growing quickly, with the second bootcamp already underway.

The First Nations Digital Service Centre, the third of its kind in remote Aboriginal and Torres Strait Islander communities, is evidence of the critical role training skills building and employment pathways plays in supporting First Nations people to build better lives for themselves and their communities.

TAFE Queensland’s “Bootcamp Manager” Jane McKellar said Vocational Education and Training (VET) has a key role to play in achieving a united Australia; one where Aboriginal and Torres Strait Islander people are given the support they need to participate equally and equitably in all aspects of life.

“The training development at the First Nations Digital Service Centres is a great example of this, as students, the community and TAFE teachers are working hand-in-hand to improve training delivery and learning outcomes,” Ms McKellar said.

“Considering the learners, the community and the goals of each participant is an integral part of the training design and delivery. The program is a great example of 'two-way learning', where the teachers grew and developed alongside the participants.”

During the initial part of this program, participants engaged in two weeks of soft skills training facilitated by Back to Work Jobseeker Officers. With the aim to become work ready, this vital support helps clients to overcome barriers and achieve their employment goals. Back to Work provides intensive support through the Pre-employment Program to ensure participants have access to the necessary resources.

The soft skills training allowed individuals to enhance their communications skills, and improve their customer service and teamwork abilities. This has been further complemented by all participants undertaking the Harrisons Assessment, a career development tool designed to take an in-depth look at the individual's work preference and behavioural competencies that pinpoint the developmental opportunities and career planning. Additionally, as part of this activity, participants had the opportunity to work on their own resumes.

Financial assistance through the Back to Work, Jobseeker Support Pool funding has supported the participants of the Palm Island Digital Service Centre project to become work ready ensuring that participants are provided with work wear including Telstra uniforms and footwear.  This has also extended to further supporting participants with any other necessary requirements related to work retention.

The launch of the Palm Island Digital Service Centre follows the successful Cherbourg Digital Service Centre pilot, which celebrated its one-year anniversary in March 2023.

This Palm Island Digital Service Centre will operate on a similar model to the Cherbourg Digital Service Centre, which over the past 12 months has generated fulfilling job opportunities for community members.

The Palm Island Digital Service Centre is the result of a partnership between the Department of Tourism, Innovation and Sport (DTIS), the Queensland Government Customer and Digital Group within the Department of Transport and Main Roads, Telstra Limited, TAFE Queensland, Palm Island Community Company Ltd,  Palm Island Aboriginal Shire Council and Rainbow Gateway.