Job Details
  • Reference380730A_1632181825
  • LocationBox Hill
  • SalaryAU$36 - AU$37 per hour
  • Job TypeContract
  • Posted30 days ago
  • ConsultantCatherine Rockett

APS3 Participant Support Officer
Box Hill
12 month contract with potential extension


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

Responsibilities may include but are not limited to:
 Managing and resolving participant matters by actioning planning tasks as per the Act.
 Providing counter/reception support for the local office including participant enquiries in the self-help kiosks and online support.
 Resolving customer enquiries, providing information and/or referring customers to appropriate government or community services.
 Managing the team shared email inbox, appointments and telephone enquiries.
 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 Business systems.
(NOTE: the key responsibilities of the role are based on current priorities and may change over time)

Role Specifications
Please see below a list of the main physical and psychological work environment characteristics that an employee may encounter while performing the essential functions of this role

Working environment
 working in an open office environment (exposure to general workplace chatter)
 working in a team environment
 working in a hot desk environment
 working at a co-located site
 significant periods of sitting at a counter / or desk
 direct contact with participants of the scheme
 operating a telephone / computer
 computer/screen based work
 requirement to read or otherwise extract information from printed material / signage
 high levels of phone usage
 high levels of face to face work

Emotional
 dealing with challenging conversations and behaviours
 providing empathy

Information technology and Security
 Working with Children Check
 NDIS Worker Screening Check
 computer/software applications - Microsoft Office computer based work
 ability to access and use client records management system (CRM) and associated business applications

If you are interested in this position, please don't hesitate to apply online today as the submission for this role will close on Monday 27th September 2021 by close of business.