APS3 Participant Support Officer

• 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: Rockhampton QLD
• Australian Citizenship is required

About the Role:

The APS3 Participant Support Officer is a crucial first point of contact for participants and stakeholders. In this role, you will apply your outstanding customer service skills to provide clear advice and resolve issues in person, over the phone, via email, and SMS. You will also offer essential operational and administrative support to service delivery staff, ensuring the provision of high-quality services for participants.

Key Duties and Responsibilities:

• Manage and resolve participant matters by actioning planning tasks as per the legislation.
• Provide front reception support, including assisting with participant enquiries at self-help kiosks and online support.
• Resolve participant and stakeholder enquiries, provide information, and make referrals to appropriate government or community services.
• Manage the team's shared email inbox, appointments, and telephone enquiries.
• Coordinate appointments, ensuring office facilities are accessible for all.
• Perform data entry activities and ensure follow-up actions are completed.
• Receive and record complaints and other feedback in the Business systems.

What We Are Looking For:

• Communication: Ability to communicate clearly and empathetically with participants, their families, and other stakeholders, both verbally and in writing.
• Service Excellence: A strong focus on providing high-quality service, understanding participant needs, and guiding them through the process.
• Organisation: Ability to manage multiple tasks and priorities efficiently, including case management and administrative duties.
• Problem-Solving: Capability to identify issues and develop practical solutions to assist participants in accessing services and supports.
• Collaboration: Skill in building rapport with participants and working effectively with colleagues and external stakeholders.
• Accuracy: Ensuring accuracy in documentation and compliance with policies and procedures.
• Knowledge: Understanding of the framework, disability services, and the challenges faced by people with disabilities.
• Adaptability: Flexibility to respond to changing circumstances and participant needs.

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

Please note: Applications for this role close on 17th October 2025.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.