Contact Officer

NDIS Quality and Safeguards Commission 1

**Job Reference Number**: 055_02/24

**Position Title**:Contact Officer

**Classification**: APS 3

**Status**:Ongoing

**Salary Range**:$ 65,631 - $71,211

**Contact Person**:Jackie Cooper

**Contact Number**:02 47523917

**Date Applications Open**:07/02/2024

**Number of Vacancies**:Multiple

**Division**:Complaints

**Branch**:Communication and Engagement

**Section**: Participant and Provider Contact

**Location**:Penrith, Perth, Northern Territory, Brisbane, Hobart

**Contact Job Title**:Assistant Director, Participant and Provider Channels

**Date Applications Close**:20/02/2024

**About the NDIS Quality and Safeguards Commission**
The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent

agency established on 1 July 2018 to improve the quality and safety of NDIS supports and

services. The Commission is the dedicated national regulator of NDIS service providers in

Australia and a non-corporate entity under the _Public Governance, Performance and _
- Accountability Act 2013_.

NDIS Quality and Safeguards Commission 2

**The NDIS Commission’s core legislative functions are to**:
uphold the rights of, and promote the health, safety and wellbeing of, people with

disability receiving supports or services, including those received under the

National Disability Insurance Scheme;
develop a nationally consistent approach to managing quality and safeguards for

people with disability receiving supports or services, including those received under

the National Disability Insurance Scheme;
promote the provision of advice, information, education and training to NDIS

providers and people with disability;
secure compliance with relevant legislation through effective compliance and

enforcement arrangements, including through the monitoring and investigation

functions conferred on the Commissioner by legislation;
promote continuous improvement amongst NDIS providers and the delivery of

progressively higher standards of supports and services to people with disability;
develop and oversee the broad policy design for a nationally consistent framework

relating to the screening of workers involved in the provision of supports and

services to people with disability;
provide advice or recommendations to the National Disability Insurance Agency

(NDIA) and its Board in relation to the performance of the Agency’s functions;
engage in, promote and coordinate the sharing of information to achieve the

objects of the relevant legislation; and

provide NDIS market oversight, including:
i. by monitoring changes in the NDIS market which may indicate emerging

risk; and

ii. by monitoring and mitigating the risks of unplanned service withdrawal.

The NDIS Commission is a disability friendly organisation that offers interesting and

Commission.

**Participant and Provider Contact Team
**The Participant and Provider Contact team facilitates accessible forms of customer support

to ensure that people with disability are supported in making their enquiry or complaint. It

is also the first point of contact for a variety of stakeholder groups, including NDIS

participants, their families and carers, service providers, employees of service providers

(workers), representatives of advocacy groups and not-for-profit organisations, and the

public.

The Participant and Provider Contact Team must respond to callers who may be seeking

information about provider registration, worker screening, making or following up on a

complaint, a reportable incident or a restrictive practice, or making general enquiries.

NDIS Quality and Safeguards Commission 3

**Key duties**

**APS 3 Contact officer**
Contact Officers will:
Undertake inbound and outbound call management.

Work autonomously and effectively collaborate within a team.

Contribute to a culture of high performance regarding identifying callers’ needs,
clarifying information and recording information accurately.

Identify issues and contribute to the resolution of issues and problems.

Provide sound advice and recommendations which influence the decisions made

by others.

Maintain a professional manner in communicating with a diverse group of
internal and external stakeholders, using strong interpersonal and negotiation
skills.

Have the capacity to work in and support a culturally sensitive and progressive

disability work environment.

Show flexibility in carrying out the different duties to support business
requirements.**
**Skills, Knowledge, and Personal attributes**

Understanding of the NDIS Commissions role, the different functions within

the NDIS Commission and how these relate to a specific work area.

Excellent written and oral communication skills.

Demonstrated negotiation skills.

Stong analytical skills to identify risks and contribute to solutions, providing

advice

and receiving direction.

Highly developed organisational skills to manage competing deadlines.

The ability and the confidence