APS3 Participant Support Officer

Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients based in Moree, Nowra, Katoomba, Wagga, Chatswood, Burwood, Surry Hills, Dubbo, Lismore and Blacktown. The position is a 12-month contract role with the possibility of extension. The role pays $37.36/hr + Super.

7.5 hours per day and 37.5 hours per week

About the Role

The APS3 Participant Support Officer is a team membership position and is responsible for setting priorities and managing workflow for their role and producing work that is subject to regular monitoring by more senior client positions within their management structure.

The role requires the application of clerical, administrative support and operational tasks, including some basic research and analysis activities.

The APS3 Participant Support Officer is likely to have public contact and is required to communicate with and provide straightforward advice to a range of internal and external stakeholders.

Responsibilities of the role include but are not limited to:

• Providing high-quality customer service as the first point of contact and resolution for participants, customers and stakeholders, in person, over the phone, via email and operating a counter and reception in client’s offices.
• Providing the first point of contact and support for participants presenting for in-person appointments.
• Resolving a high volume of straightforward enquiries using available information, advice and scripts.
• Managing team email inboxes, calendars and appointments, ensuring responses are within timeframes.
• Actioning straightforward planning pathway supplementary delegate tasks as per the NDIS Act and in accordance with work instructions and operational guidelines.
• Escalating more complex planning tasks for response by senior team members or other Service Delivery teams.
• Providing administrative and operational support to service delivery teams, including data entry, record keeping, coordinating and minuting internal meetings.
• Arranging travel, processing invoices, raising resource requests and responding to property and maintenance issues.
• Providing on-the-job support for peers and working collaboratively in a team environment.

Essential Criteria

• Providing high-quality customer service as the first point of contact and resolution for participants, customers and stakeholders in person at front in the house, over the phone and via email.
• Resolving customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by the appropriate team, government or community service as per the NDIS Act, work instructions, operational guidelines and Ministerial direction.
• Triaging of moderately complex enquiries to the appropriate team.
• Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines and Ministerial direction.
• Making outbound calls to NDIS participants, providers and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging and making decisions on priority and escalated participant matters and referring to appropriate service delivery team.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable Criteria

• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 0480 806 154 / uvez.ahmed@talentinternational.com for a confidential discussion.