Aps 4 Support Officer

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

The Client Benefits Division delivers products and services to give effect to defined DVA policy outcomes. The Division is responsible for case management including registration, assessments, determinations, reconsiderations and reviews, as well as operational support activities such as quality assurance and compliance, performance reporting, and business coordination and improvement, business systems administration.

The Compensation Processing & Payments Branch determines claims for incapacity and permanent impairment payments for clients who have accepted service-related injuries and diseases under the Military Rehabilitation and Compensation Act 2004 (MRCA) and/or the Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA).

**Duties**
- Work within legislative and policy guidelines to receive and document claims made by veterans (including via their advocates or representatives) seeking compensation for an injury or health condition that relates to their service
- Using the DVA’s records management systems, create files for new clients and, where necessary, make corrections and updates to existing client records to improve data qualityand accuracy
- Research, analyse and assess complex and/or sensitive client information and records to identify and collate information of relevance to decisions about DVA liability and members’ and veterans’ entitlements
- Contact clients and/or their representatives in writing to clarify or gather additional relevant information and inform them of the progress of claims
- Based on information provided by clients and/or their representatives, and with reference to established criteria, make an initial assessment of, and document, client eligibility for compensation and benefits
- Forward claims to the assigned delegate so that further determinations can be made in relation to claims
- Approve invoices that are related to claims currently under examination to determine the payment of reimbursements, including payments to health service providers
- Collaborate with colleagues and other teams across the organisation to verify and share information, provide updates in relation to the progress of claims and provide or seek advice to support effective decision making
- Receive and forward to the appropriate work area, client claims and invoices that come into the shared Inbox
- Record and process written requests to withdraw a claim for rehabilitation and compensation that have been lodged by clients or their representatives
- Maintain a detailed understanding of multiple benefit and claims types and of the systems, tools and processes used to manage and determine compensation, including participating in formal and on the job training
- Support, mentor and provide feedback to new staff to assist them to understand their role and develop familiarity with DVA’s systems, processes and relevant legislation that relates to benefits
- 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 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.