APS5 Contact Officer(s) – 12 month - Fixed Term Contract – Perth WA

We are seeking APS5 Contact Officers to join a Federal Government department located in Perth WA. This labour hire contract is up to 12 months, which includes paid leave and 15.4% superannuation.

Rate: $44.38 per hour plus 15.4% Superannuation ($86,541 per annum – rate will be increasing later in the year)
Location: Perth CBD
Hours: Full-time – 37.5 hours per week
Duration: 6-12 months with possible extension
Type: Max-term contract (annual, sick and flex leave entitlements included)

Please note: There is no work from home (WFH) availability in these positions. On-site only due to sensitive nature of calls

About the Scheme:
The Scheme is a high priority for the Government and the department, with the ongoing commitment to continually improve outcomes for survivors. The Scheme interacts with survivors to provide an outcome that can make a real difference in people’s lives. The department is committed to the success of the Scheme and developing high performing staff who provide empathic, survivor focused, trauma informed support.

The Service Delivery Branch is responsible for managing the end-to-end process for applications made under the Scheme. This includes liaising with applicants, receiving and validating applications, assessing and developing recommendations based on the legislation and advising outcomes to applicants. The National Redress Scheme is seeking enthusiastic and empathic individuals with great communication skills to join their Contact team in the Contact & Indigenous Service Delivery (ISDS) Section, Service Delivery Branch. The focus of the Contact & ISDS Section is to make a positive difference in the lives of Redress applicants while delivering outcomes for the Scheme.

The Contact Team are looking for staff for their Perth office to respond to a range of enquires coming into the Scheme’s 1800 number. The team are responsible for conducting inbound and outbound calls, predominately providing application updates and outcomes to applicants and their nominees, as well as redirecting specific enquires to relevant internal teams. Contact Officers assist applicants to access support services and provide assistance through all stages of the application process. These roles require candidates to interact directly with applicants and their nominees, ensuring all interactions are trauma informed and respectful. Clear and concise communication skills and the ability to manage complex enquiries are essential for these roles.

Additional information regarding positions within Redress Group:Staff within the Group may have direct or indirect contact with details of child sexual abuse in applications or over the phone. Candidates should consider their capacity to manage the risks associated with working with this content on a day-to-day basis.

As part of working on the Scheme, you will be required to declare any conflicts of interest in relation to the Scheme, upon commencement and then regular reviews while working on the Scheme. The Group is committed to the wellbeing of staff. Due to the sensitive nature of the content, a dedicated wellbeing program is available to all staff. Participation in training and wellbeing programs may be compulsory for some roles.

Duties include:

• Provide inbound and outbound telephony support to applicants, their nominees and other callers to the relevant NRS 1800 number
• Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions
• Under limited direction, be accountable for organising workflow and escalating risks and issues when needed
• Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants
• Resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues
• Assist callers to navigate and access a range of Redress Support Services
• Contribute new ideas, including the identification of efficiency improvements for service delivery

Our ideal candidate:

• Communicates confidently and presents verbal and written messages in a clear, concise and articulate manner
• Understands trauma informed principles and their importance in providing a high level of service
• Applies legislation, policies, procedures and information management requirements
• Demonstrates high level accuracy and attention to detail in the processing and recording of information
• Has the ability to self-manage in a complex, changing environment with a high workload
• Demonstrates critical thinking and problem solving with a solution focused approach.
• High-level emotional intelligence and self-awareness

How to apply:
All applicants are required to hold Australian Citizenship at time of application and hold a Baseline security clearance. Candidates who do not currently hold a Baseline must be able to obtain and maintain this level of clearance.

Applicants will be required to provide:

• An updated resume
• A brief 250-word paragraph advising why you are interested in applying for this position and outlining your suitability for the position

Shortlisted candidates will be contacted to schedule a comprehensive behavioural interview with DFP Recruitment to assess your suitability for the position.

If you meet the above requirements and would like to be considered, please APPLY NOW with your updated resume. For any queries not addressed in this advert, please email Jesse at DFP Recruitment Perth on [email protected] for further information.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.