Aps3 Client Contact Officer

Salary Range: $70,632 - $75,875 + Attractive Superannuation

The Department’s Veterans’ Access Network (VAN) is the Departments first point of contact for general client enquiries and interactions. VAN offices are located in all capital cities and in regional locations across the country, and form part of a national work unit to provide high quality and professional client services to the veteran community.

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**
- Undertake telephone and front counter shifts rostered in Work Force Manager (WFM) to support the VAN team during its business hours
- Providing general information regarding DVA benefits and services, including information about the DVA website and registration for online services
- Escalating more complex enquiries to a more senior Officer
- Providing updates to existing DVA clients on the status of claims
- Scanning, printing and mailing client documentation as required
- Refer enquiries requiring specialist input to relevant internal business areas (including Triage & Connect or Open Arms) for mental health-related matters
- Register all conversations held with members, veterans and their families, and third parties
- Enter relevant and contemporary data pertaining to clients’ claims, assessments and entitlements in collaboration with the Income Support team
- Manage time and resources effectively to meet agreed Key Performance Indicators (KPIs)
- Collaborate with colleagues and other teams across the organisation to verify and share information, provide updates and seek advice to support effective service delivery and team improvements
- Maintain a detailed understanding of DVA benefits and services, as well as the functions of the VAN team, including systems, tools and processes used to assist callers
- Participate in formal and on the job training, including e-learning, peer mentoring, team briefs and workshops
- Provide feedback to new staff to assist them to understand their role and develop familiarity with DVA’s systems, processes and relevant legislation
- Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures.

**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 to 23 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.