Aps 4 Income Support Delegate

3 days ago

Brisbane, Australia Department of Veterans' Affairs Full time

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

The Income Support Branch (ISB) is one of five branches that operate under the umbrella of the Client Benefits Division. It provides a quality and timely service to eligible veterans and their families to ensure an appropriate level of income support. It delivers the Government’s social policy and support agenda through the administration of various means-tested benefits and allowances.

An APS4 Income Support Delegate is required to use judgement and well-developed investigative skills to determine routine cases and undertake the more complex case and/or operational administrative work within the Change of Circumstances team in providing essential services to DVA’s clients. They work under general direction against established priorities and procedures, while exercising autonomy about how work tasks are performed. Employees at this level are responsible for setting priorities and managing their workflow to deliver on business outcomes in an efficient and timely manner.

**Duties**
- Process routine claim enquiries and entitlements
- Request further information when needed
- Exercise delegations
- Liaise with internal and external stakeholders
- Manage and maintain all facets including escalations and client correspondence.
- Liaise with other business areas and teams to resolve clients’ issues.
- Comply with recording keeping and operational reporting requirements
- Processing various types of transactions with mínimal supervision
- Adhering to individual Work Force Manager (WFM) schedule to ensure adequate telephone coverage through the full range of Departmental business hours
- Responding to routine and more involved client enquiries from the veteran community and liaising with a range of internal and external stakeholders on overpayment matters
- Actively participating in the Individual Performance Assessment Process and Coaching sessions
- Participating in training, e-learning, team briefs, workshops and other change activities when required.

**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.

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