Aps3 Client Contact Officer Wa

2 weeks ago

Perth, Western Australia Department of Veterans' Affairs Full time

Location:
Perth, WA

  • Contact Officer: Janet Miller
This primarily consists of veterans and current serving members, their families and representatives of ex-service organisations.


Client Contact Officers assist members of the veteran community by answering enquiries via the telephone, face to face and electronic access channels.

Officers make referrals if needed and undertake processing and system entry activities related to client needs.


Information is provided in relation to a wide range of enquiries regarding eligibility for services, claims processes and how clients can access ongoing payments, health care and other eligible services.


To be successful in this rewarding role, Client Contact Officers need high levels of personal resilience to address sometimes emotional and challenging client circumstances and high workload demands.


Duties

  • In accordance with the principles of workplace diversity, Work Health and Safety, participative work practices, APS values and APS

Employment Principles:
_

  • Delivering a professional telephone enquiry service and provision of information on the range of benefits and services provided by DVA.
  • Guiding and assisting members of the veteran community to appropriate information resources, including the DVA website and registration for online services.
  • Referring complex enquires to specialist sections of DVA in line with VAN procedures and escalation protocols.
  • Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required.
  • Providing administrative support and assisting in the preparation of relevant resource materials as required.
  • Positive participation in process improvement, team planning and own professional performance development.

Eligibility:

Applicants must be an Australian citizen to apply.

Notes:

This recruitment process is being used to fill an ongoing and/or non-ongoing position(s).


A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.


Where a non-ongoing position is offered, the role will be filled for a specified term of up to 18 months.

A specified term may be extended up to a maximum period of 3 years.


DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

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