Building futures on Palm Island one career at a time

Employed by the Palm Island Community Company and working for Telstra, Yvette Nicholas has embraced the Palm Island Digital Service Centre's training and employment opportunities, empowering her to support her community and build a meaningful career.

“My experience, starting with a 12-week training course at TAFE Queensland’s Palm Island campus, has been absolutely wonderful,” Yvette said.

“The most encouraging educators pushed me to my limits to achieve everything possible. The group I started with also helped me grow in so many ways.”

The program, delivered in partnership with TAFE Queensland and Palm Island Community Company, provides participants with the skills needed for employment in Telstra’s Digital Service Centre.

Training begins with two weeks of soft skills development, supported by Back to Work Jobseeker Officers, focusing on communication, customer service, and teamwork.

Participants then transition to industry-specific training in digital skills and call centre operations, before commencing their traineeship and working toward a Certificate III in Business (BSB30120) on the job.

Stepping into the Team Leader role at the Palm Island Digital Service Centre has been a significant achievement for Yvette.

“Becoming a Team Leader was not something I was expecting,” Yvette said. “This role has brought so much new knowledge to me, and I’m loving every moment of it. Helping my workmates and expressing my own knowledge toward my team has been one of the most fulfilling parts of this journey.”

As a Team Leader, Yvette supports her colleagues while engaging with Telstra peers and management to deliver outstanding service. Her role shows the program’s ability to not only create employment opportunities, but also empower participants to develop leadership skills and grow within the organisation.

Reflecting on her journey, Yvette shared how the program helped her overcome challenges and embrace new opportunities.

“I was nervous stepping out of my comfort zone and taking on calls, but once I got the hang of it, I loved every moment of engaging with different people and hearing their stories,” Yvette said.

“The support I’ve received has been incredible, and seeing the positive outcomes for customers and my community brings me so much happiness.”

The program’s impact extends beyond Yvette’s personal growth, creating a ripple effect throughout the Palm Island community.

“It’s a positive impact for our community. Having the largest Australian mobile network industry on Palm Island has brought more jobs for locals and created career pathways for young people,” Yvette said.

Janus Gronvald, Senior Teacher at TAFE Queensland, applauded Yvette’s achievements.

“Seeing participants like Yvette grow in confidence and skill is why this program exists,” Mr. Gronvald said.
“Her journey from student to Team Leader reflects her incredible commitment and the support of this community-focused training model.”

The Palm Island Digital Service Centre has been recognised for its outstanding contribution to training and job creation, winning the Premier’s Industry Collaboration Award at the 2024 Queensland Training Awards and securing Silver at the 2024 Australian Training Awards, held on December 6 at the National Convention Centre in Canberra.

The Palm Island Digital Service Centre was made possible through a collaboration among the Queensland Government, Telstra, Palm Island Community Company, Rainbow Gateway Ltd., Palm Island Aboriginal Shire Council, Back to Work, TAFE Queensland, Skills for Education and Employment (SEE) Program, and MEGT Australia.