APS4 Redress Support Officer

Beaumont&Beaumont is pleased to present an opportunity for various APS4 equivalent Redress Support Officers to undertake a variety of administrative duties within 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:

• Follow established processes and policies to support the work of the team, issuing information requests, ensuring compliance with privacy protocols and contributing to operational process efficiency.
• Provide culturally appropriate support through application to assist applicants.
• Monitor and report progress of applications, maintain accurate records of information requests and responses, promptly escalating any discrepancies or issues to senior team members.
• Make and take inbound calls to applicants to progress application outcomes.
• Actively participate in team meetings, share relevant information and contribute to a positive team environment.
• Demonstrate self-awareness and ability to self-manage in a complex, changing environment whilst in a diverse team with high workload in a high risk environment.
• Communicate clearly and concisely with applicants, nominees and institutions when issuing requests for information and taking/reviewing information provided to the Scheme.

Skills:

• Ability to interpret and apply policy and guidance when actively managing application progression.
• Manage time and plan own workload against performance expectations and apply attention to detail.
• Use appropriate judgement, analysis and problem-solving skills.
• Communicate clearly and concisely, ensuring messages are easily understood by all team members.
• Build rapport and maintain stakeholder relationships.
• Display relevant financial and computer literacy skills.
• Apply established criteria and make accurate evidence-based decisions.
• Work in and adapt to a changing environment.
• Adhere to the APS Values and Code of Conduct in all actions, ensuring ethical and professional behaviour.

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 5879. To apply, please submit your CV in Microsoft Word format via Seek.