APS5 Redress Officer

Beaumont&Beaumont is pleased to present an opportunity for various APS5 equivalent Redress Officers to join the Operations and Outcomes Branch of a Commonwealth Government Department in Canberra (in Tuggeranong).

The Operations and Outcomes Branch is responsible for managing the end-to-end processing of applications made under a national Scheme and acting as a first point of contact. The branch's duties may include liaising with applicants over the phone, receiving, validating, and progressing applications, and advising applicants of outcomes.

We are seeking individuals who demonstrate a strong understanding of the issues impacting Aboriginal and Torres Strait Islander peoples and communities. The ideal candidate will have the ability to communicate sensitively and effectively, showing respect for cultural values and practices.

These roles would be in-office, full-time opportunities, with competitive salaries, 15.4% superannuation, and access to leave entitlements.

Duties:

• Applies and supports the objectives of relevant policies, procedures and guidelines to ensure compliance with privacy protocols and contribution to operational process efficiency.
• Actively research and analyse information, providing recommendations and supporting evidence to delegate when preparing request for information packages.
• Make and receive calls to applicants and their nominees (this includes receiving calls from the Scheme's phone line and collecting details of abuse from applicants) to progress application outcomes.
• Prepare, edit and quality check letters and notices sent to applicants, nominees and institutions.
• Under limited direction and to performance standards, be accountable for organising workflow and escalating risks and issues when needed, to support team outcomes
• Actively listen to staff, colleagues and stakeholder to build positive partnerships to progress applications and provide professional service, while escalating risk and issues when needed.

Skills:

• Strong attention to detail with excellent written and verbal communication skills.
• Able to problem solve and make decisions based on evidence and sound judgement.
• Agile, self-awareness and the ability to self-manage in a diverse team with a high workload.
• Strong sense of empathy and ability to handle sensitive, confronting or escalated conversations.
• Engages in research and makes decisions based on subject matter knowledge, evidence and judgement.
• Ability to work in a changing environment including undertaking calls that are complex in nature.
• Applies legislation, policies, procedures and information management requirements.

Experience working in high-pressure, trauma-informed environments, especially dealing with sensitive material would be highly desirable. Experience in administrative roles and previous work in the Commonwealth Government would be highly advantageous.

To be eligible for this role, you must be an Australian citizen and be willing and able to obtain a Baseline Security Clearance with the Australian Government Vetting Agency, or have an existing or recently inactive clearance of that level.

Staff within the branch will have direct or indirect contact with details of child sexual abuse in applications or over the phone. Phone calls may involve conversations with distressed survivors and collecting abuse information. Candidates should consider their capacity to manage the risks associated with working with this content on a day-to-day basis.

For a discreet conversation about this role, please contact the Labour Hire team on or email , citing reference number 5880. To apply, please submit your CV in Microsoft Word format via Seek.