Service/program Support Officers

Our Government Client is looking for an experienced
**APS3 Service Support Officer** and
**APS4 Group Program Support Officer** in their ACT office.

These are both full time/contract roles going for 12 months with possible extension.

A
**Service Support Officer** will provide operational and administrative support to the regional service delivery teams which may include a mix of front reception, administration, procedural, information technology and other service delivery activities.

**DUTIES**
- Client Service and Front Reception
- Provide client service support at initial point of contact, including meeting, greeting and streaming clients to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising clients who are potentially vulnerable, in distress or who have accessibility issues and escalating potential issues as required
- Clinical Support
- Assist with client appointments, counsellor diary management and SMS reminders
- Assist with client file management including ROIs, AfS Referrals, data entry, scanning and uploading documents
- Process Outreach client allocations, referrals and other file management activities
- Process invoices accurately and timely
- Process travel requests for the regional staff
- Assist in meeting National Office requests by collating data and reports, audits
- Other duties as determined by the Regional Clinical Practice Manager

The
**Group Program Support Officer** is part of the Clinical Support Team providing the front line of customer service for clients who may be facing significant or complex challenges. The GPSO may be allocated additional core functions to assist the region in meeting high volume of clinical support work. This may include office management or other service delivery support activities.

**DUTIES**
- Assist the Group Program Coordinator with developing the annual schedule
- Manage all aspects of events operations through financial, contract and resource management activities.
- Build and maintain relationships with key Open Arms stakeholders including providers (venues & suppliers), contractors, Defence and veteran communities, DVA and other relevant parties
- Assist the Group Program Coordinator with recruitment, on boarding and induction of Group Program Facilitators
- Reports, audit and compliance
- Coordinate the region's marketing and promotional activities in collaboration with the National Communications Team.
- In Centre Counselling Support:

- Deliver a professional, efficient and welcoming reception service
- Client appointment and SMS reminder service
- Counsellor support: diary management, room bookings, administrative support
- Clinical Support
- Assist the Operations Coordinator in the management of the centre's property, resources, stationery and IT requirements
- Other duties as determined by the Operations Coordinator and/or Regional Clinical Practice Manager

**KEY SKILLS AND PERSONAL ATTRIBUTES**
- Communicate in an effective way
- Research and make sound decisions using appropriate judgement
- Analyse and evaluate customer needs, requesting support as appropriate
- Understand and make connections with community, government and other services
- Have the ability to prioritise work load and multi-task
- Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department
- Support and train others, undertake ongoing training
- In the context of a clinical team composed of allied health professionals, identify, respond to and escalate customer aggression and/or customer interactions
- Work in and adapt to a changing environment
- Demonstrate a high level of relevant computer literacy skills

**HOW TO APPLY**

For a confidential conversation, please call Tenisha Reed on 02 9220 6900.