Job Details
  • Reference403112A_1673488530
  • LocationDandenong
  • SalaryUp to AU$36 per hour
  • Job TypeContract
  • Posted15 days ago
  • ConsultantCatherine Rockett
APS3 Participant Support Officer
Locations available: Dandenong, Frankston, Berwick, Boronia and Bairnsdale
ourly Rate: $36.27 per hour plus super
Short term contract (4-5 months) with potential to extend for another 12 months

This is a Front of House position based on site at the office location, the role requires:
  • o Full time, Monday-Friday, 7.5 hours per day + 30 mins break
  • o Hours are between 8.00am - 6.00pm depending on the site's business requirements

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 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 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:
  • 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.
  • 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 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 roleWorking 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
  • NDIS Worker Screening Check
  • computer/software applications - Microsoft Office computer based work
  • ability to access and use client records management system (CRM) and associated NDIA business applications
Where possible, the NDIA will make reasonable adjustments to enable individuals with disabilities to perform the essential functions of the role.

The successful candidate will be required to complete virtual induction training

Additional Position Requirements

Key skills required for role
  • 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
Desirable skills to have for the role
  • Experience with the NDIA or in the disability sector
  • Experience in a Front of House and/or an administration based role.

Applications for submissions close COB 18th January 2023, please apply online if you are interested in being considered. CM123W