Aps3 Participant Support Officer

1 week ago

Melbourne, Victoria, Australia Chandler Macleod Full time

**Mandatory: Australian Citizenship required to work within Federal Government**

Our Federal Government client is seeking to engage an APS6 Finance Officer for a 12-month assignment with potential extension in Geelong.

**About the Role**

The position will undertake procedural, clerical, administrative support and operational tasks including some basic research and analysis activities.

The position may have a public contact role and may be required to communicate with and provide straightforward advice to a range of internal and external stakeholders.

The APS3 Participant Support Officer role sits within the Centralised Workflow Team. Within this team, there is the Implementation and Appointments teams. The Appointments team predominantly works on arranging and coordinating appointments nationally for participants. The Implementation team predominantly works on participant check ins, Request for Services and responding to inbound correspondence that comes via the National Call Centre. While there are 2 teams, they are not totally separate, and we promote a united team. The duties across all teams are similar yet require a diverse range of skills and knowledge.

**Responsibilities may include but are not limited to**:

- Managing and resolving participant matters by actioning planning tasks as per the NDIS Act.
- Providing counter/reception support for the local office including participant enquiries in the self-help kiosks and NDIA online support.
- Resolving customer enquiries, providing information and/or referring customers to appropriate government or community services.
- Coordinating appointments with the use of Agency office facilities and ensuring facilities are accessible for participants.
- Undertaking research and investigation activities and preparing associated reports and correspondence.
- Undertaking a range of data entry activities and ensuring follow up is completed.
- Receiving and recording complaints and other feedback in the NDIA Business systems.

**Key Skills**
- Ability to work in a team
- Communication skills
- Customer service skills
- Ability to manage conflict and difficult/sensitive conversations
- Microsoft Suite skills (Excel, Word, Outlook, Teams)
- Ability to use initiative and work independently
- Ability to learn new systems and processes

**What's on Offer?**
- Position located in Werribee
- APS3 $37.36/ph + super
- Temporary contract for 12 months, with possibility to extend
- Hours or work - Monday to Friday 7.5 hours per day, 8:00 am till 6:00 pm based on site requirements

This is a Front of House position that is based predominantly on site at the office location.

It is highly desirable that the successful applicant understand or lived experience in the field of disability.

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