Aps 3 Client Contact Officer

1 week ago

Greater Adelaide SA, Australia Department of Veterans' Affairs Full time

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

The Department’s Veterans’ Access Network (VAN) is its first point of contact for general client enquiries and interactions. VAN offices are located in a number of key 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**
- Delivering a professional telephone enquiry service and provision of information on the range of benefits and services provided by DVA
- Guiding and assisting members of the veteran community to appropriate information resources, including the DVA website and registration for online services
- Referring complex enquires to specialist sections of DVA in line with VAN procedures and escalation protocols
- Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required
- Providing administrative support and assisting in the preparation of relevant resource materials as required
- Positive participation in process improvement, team planning and own professional performance development.

**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.

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