Our participants, Our people, Our purpose

Currently, there are around 5.5 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 717,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

Our Service Delivery Branch is expanding to Tweed Heads, and we have an exciting opportunity for dedicated individuals to join our Operations Participant Support team.

Participant Support Officers are the first point of contact for NDIS participants and stakeholders, delivering essential frontline support. They operate our Front of House service, respond to enquiries, book appointments, manage a range of participant-related matters, and provide vital operational and administrative assistance to our Service Delivery teams.

This is your chance to be a part of a growing team where your contribution will help enhance the experience and outcomes for NDIS participants.

Where you can add value

The APS3 Participant Support Officer is a front facing customer service role, responsible for delivering high-quality customer service to NDIS participants and stakeholders. The role is critical in ensuring timely and effective resolution of participant matters in-person, over the phone, and via email interactions.

The Participant Support Officer manages participant enquiries, triaging complex matters, and ensuring compliance with the NDIS Act, operational guidelines, and Ministerial directions.

Key responsibilities include:

• Providing frontline customer service and resolving participant enquiries.
• Triaging and escalating moderately complex matters to appropriate teams.
• Managing communication channels, including inboxes and outbound calls.
• Supporting project activities and contributing to continuous improvement initiatives.
• Collaborating with team members to ensure consistent, high-quality service delivery.

Enough about us, let’s talk about you

The ideal candidate possesses:

• Strong written and verbal communication skills, with the ability to build positive relationships and engage effectively with others.
• Demonstrated empathy and a commitment to delivering high-quality customer service, particularly in sensitive or complex situations.
• Proven ability to analyse issues, make informed decisions, and solve problems using sound judgment and evidence-based approaches.
• Highly organised, with the capability to manage competing priorities, meet deadlines, and maintain attention to detail.
• Flexible and resilient, with the ability to adapt to change and perform effectively in fast-paced, evolving environments.
  

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

This role requires on-site attendance at NSW - Tweed Heads due to its front of house participant-facing responsibilities. While fully remote work is not available, a hybrid arrangement may be considered following the successful completion of a 12-week in-office training and consolidation period.

We intend to fill this role in an ongoing capacity.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close 19 June 2025 at 11:59 p.m. AEST.

If you have any questions, please contact Marlee Sutton on 02 4087 9717 or email marlee.sutton2@ndis.gov.au

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 ndia@dfp.com.au.

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.