Aps 3 Service Support Officer

Salary Range: $67,915 - $72,957 + Attractive Superannuation

Open Arms - Veterans & Families Counselling (formerly VVCS) is Australia’s leading provider of high quality mental health assessment and clinical counselling services for Australian veterans and their families. Open Arms are focused on meeting client needs through a combination of proven clinical practices and new and emerging evidence-based approaches.

Service Support Officers (SSOs) provide administrative and operational support, which may include a mix of telephony, clerical, administration, procedural, information technology and other corporate activities. They will be part of the Client Assist Contact Centre in Open Arms - Veterans and Families Counselling. The Client Assist team is responsible for supporting Open Arms’ service provision around the country.

The Service Support Officer provides the front line of customer service for clients who may be facing significant or complex challenges. They will be responsible for the accurate recording of clients’ details before transferring the client to an Intake Clinician for an intake assessment. Where appropriate, Service Support Officers will exercise a degree of discretion to assist the clients with less complex requests. This may involve collaborating with others and connecting with the regional offices, relevant government or community services to deliver the best service offer, encouraging the use of self-managed and digital services, and support operations.

Service Support Officers undertake their work to achieve results in line with agreed goals and business plans but will also be pro-active in developing and driving best practices in relation to the operating rhythm of the team.

**Duties**
- Provide customer service support at initial point of contact, streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership group.
- Process referrals, reschedules and cancellations
- Be available to work in a rostered environment and adhere to work schedules.
- Ensuring escalated cases are identified and promptly transferred to an Intake Clinician.
- Liaison with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre.
- Relevant and quality record keeping and documentation regarding client information.
- Ensuring compliance with Open Arms Client Assist Contact Centre and clinical practice policy, including the mandated use of specific clinical forms/templates.
- Support the ongoing range of quality improvement approaches within the Client Assist Contact Centre, including identifying opportunities for business and process improvement, offer solutions and support change.
- Exercise appropriate delegations in accordance with legislation and guidelines.
- Other duties as determined.

**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 18 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.