Aps 4 Practice Officer

Salary Range: $79,764 - $85,074 + Attractive Superannuation

Open Arms - Veterans & Families Counselling (Open Arms) has provided veteran mental health support for more than 40 years. Open Arms (formerly Vietnam Veterans’ Counselling Service) was founded by Vietnam Veterans and is a nationally accredited mental health service that provides 24-hour free and confidential mental health support.

A Practice Officer assists in front line customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community.

Practice Officers undertake functions in office management and service delivery operations and support. Officers may work across multiple functions and service delivery streams. They may have responsibility for supervising Level 3 Service Support Officers including task allocation and monitoring of performance.

The Practice Officer will demonstrate interpersonal, organisational and solution focused skills along with the ability to build and maintain working relationships with stakeholders and staff.
The Practice Officer must be able to work under supported direction, and in accordance with relevant legislation, policies and standard process, to undertake a range of administrative and strategic activities that support the regional team and stakeholders.

The position requires a person with an understanding of front line customer service, provided in person (at front reception) or via telephone to ensure quality services to the veteran and families community.

Practice Officers undertake functions in office management and service delivery operations and support. Practice Officers may work across multiple functions and service delivery streams and will need to demonstrate flexibility.

**Duties**
- Supervise Level 3 Service Support Offices including monitoring performance, setting priorities, task allocation, and identification of training needs.
- Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping.
- Provide first escalation point for clients, contracted health providers and external stakeholder queries
- Coordinate the administrative requirements for client referrals to both internal and external providers. This includes managing data, correspondence and client information between internal and external referral platforms and client management systems.
- Coordinate the administrative requirements for group programs and mental health literacy workshops.
- Provide assistance with administrative induction and training of new employees and contracted health providers.
- Undertake financial management activities including drafting procurement documentation, processing invoices, reconciling payments and tracking financial expenditure.
- Provide office management support for centre and regional satellite property resources, assets, IT and travel requirements.
- Support the Assistant Practice Manager in reporting quality assurance, compliance, audits, reports and operational data.
- Build rapport and maintain key stakeholder relationships.
- Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.
- Understand and support the mission and business objectives of Open Arms.

**Eligibility**
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

**Notes**

Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.

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.

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