APS3 Participant Engagement Specialist
1 day ago
- Customer Service Delivery: Provide high-quality customer service as the first point of contact and resolution for participants, customers, and stakeholders in person, over the phone, and via email.
- Enquiry Resolution: Resolve customer enquiries where there may not be clear advice, guidance, or scripts and/or refer for response by appropriate team, government, or community service as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
- Triage and Referral: Triage moderately complex enquiries to the appropriate team.
- Participant Management: Manage and resolve participant matters as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
- Outbound Calls: Make outbound calls to NDIS participants, providers, and other stakeholders.
- Suitability Assessments: Undertake suitability assessments for entry and exits into specialist planning streams.
- Email and Inbox Management: Manage inboxes, including triaging and making decisions on priority and escalated participant matters and referring to appropriate service delivery team.
- Project Support: Assist project management activities, such as developing project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
- Risk Analysis: Assist and research solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and time frames are met.
- Australian Citizenship is required.
- Must Be Willing To Undergo Pre-employment Screening Including National Criminal History Records Check.
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