APS3 Participant Support Officer

Are you passionate about making a difference in the lives of Australians with disabilities? We are seeking dedicated and motivated APS3 Participant Support Officers to join our team.

Hourly Rate: $37.36 + Super

Contract Length: 12-month assignment with the possibility of extension

Full-Time Hours: 8:30am to 4:30pm, Monday to Friday; Onsite all 5 days

Location: Boronia VIC

Start Date: ASAP, pending clearances

Australian Citizenship is required

Key skills required for role:

• Providing high quality customer service as the first point of contact and resolution for participants, customers and stakeholders in person at front in house, over the phone and via email.
• Resolving customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by appropriate team, government or community service as per the NDIS Act, work instructions, operational guidelines and Ministerial direction.
• Triaging of moderately complex enquiries to the appropriate team.
• Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines and Ministerial direction.
• Making outbound calls to NDIS participants, providers and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging and making decisions on priority and escalated participant matters and referring to appropriate service delivery team.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and time frames are met.

• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable skills to have for the role:

• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgement.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

Eligibility Requirements

Australian Citizenship is required

Must be willing to undergo pre-employment screening including:

• National Criminal History Records Check

How to Apply

If you're ready to make a meaningful impact, we want to hear from you!

Apply directly using the link provided or by submitting your CV. For confidential discussion, please don't hesitate to contact me: [email protected]