Job Details
  • Reference398613A_1663309782
  • LocationBairnsdale
  • SalaryAU$36 - AU$36.27 per hour
  • Job TypeFull Time
  • Posted9 days ago
  • ConsultantNimmy De Silva
APS3 Participant Support Officer

Locations - Bairnsdale or Shepparton
Rate: $36.27
Must be Australian Citizen
Casual assignment ASAP start - June 30th 2023

About NDIA
The National Disability Insurance Agency (NDIA) is an independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIA values a positive contemporary attitude to disability.

As a Federal Agency, we work within a legislative and regulatory environment. We adhere to the Australian Public Service Code of Conduct as set out in section 13 of the Public Service Act 1999.
Our work is driven by the Corporate Plan which provides strategic direction to achieve our purpose of making a difference so that people with disability can choose and achieve their goals.
The NDIA Values are: Our values reflect our passion and commitment to building a positive, participant-centred culture.

About the Team
National Delivery is responsible for engaging with participants and managing participant plans and supports. State/Territory-based business units manage the operating functions of the NDIS, ensuring accessible, nationally-consistent participant experiences.

About the Role
The APS3 Business 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 NDIA 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:
 Providing counter/reception support for the local office including participant enquiries in the self-help kiosks and NDIA online support.
 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.
 Supporting planning teams by actioning planning tasks that do not require delegation.
 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.
(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
 dealing with challenging conversations and behaviours
 providing empathy

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