APS5 Contact Officer

2 weeks ago

Canberra, ACT, Australia DFP Recruitment Full time
We are seekingAPS5 Contact Officerstojoin a Federal Government department located in Greenway ACT. This contract is until 7 August with a possible 12 month extension option, which includes accrued annual and personal leave and 15.4% superannuation.

The Scheme is a high priority for Government and the department, with the ongoing commitment to the success of the Scheme and developing high performing staff who provide empathetic, survivor focused, trauma informed access to applicants of the Scheme.

Redress Contact Officers respond to a range of enquiries coming into the Scheme 1800 line by applicants, their nominees and survivors who may not have submitted an application yet. They are also responsible for making outbound calls to applicants or their nominees to confirm receipt of applications or to seek additional information. Clear, articulate and concise communication skills are essential, as is the ability to communicate through the application of trauma informed principles.

The key duties of the position include:
  • Provide inbound/ outbound telephony support to applicants, their nominees and other callers to the NRS 1800 number
  • Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions
  • Resolve routine and non-routine enquiries; where necessary collaborating with other teams within the Scheme
  • Assist callers to access, navigate or interpret services across a range of programs and services
  • Develop and maintain relationships with internal and external stakeholders
  • Contribute new ideas, including the identification of national and local business efficiency improvements for service delivery, with a focus on preventing re-work and implementing change in the workplace
Skills & Experience:
  • Excellent verbal and written communication
  • Demonstrated experience in delivering key messages using clear, concise and considered communication
  • Understanding of trauma informed principles and importance of providing a high level service
  • Understanding of the role and responsibilities of the Scheme and the programs and services provided
  • Values diversity and has a strong cultural awareness
  • Ability to use relevant business systems and tools to undertake tasks efficiently and with attention to detail
  • Demonstrated knowledge and experience in the nature and impact of child sexual abuse and in particular institutional child sexual abuse
  • Attention to detail, assisting and providing advice on quality assurance processes and complex complaints within the team
  • Use organisational and time management skills, including the ability to cope with high volumes of work, meeting critical deadlines while handling sensitive issues using appropriate judgement
  • Research, critically analyse and evaluate trauma informed documentation.
Applicants are required to holdAustralian Citizenshipat time of application and hold aBaseline securityclearance. Candidates who do not currently hold a Baseline must be able to obtain and maintain this level of clearance.

If you are interested in this role, pleaseAPPLY NOWor call Jane Rippingale atDFP Recruitment on or email for further information.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy not submit any sensitive personal information in your resume.

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