APS 4 Practice Officer

DVA; Sydney; On-site; AUD 65,000 - 75,000; Full time

Job summary

Open Arms – Veterans & Families Counselling is seeking an APS 4 Practice Officer to provide exceptional front line customer service, in person at reception or by telephone, and to deliver administrative support to the regional clinical service delivery team.

The successful candidate will work across multiple functions, may supervise Level 3 Service Support Officers, and must adapt to flexible tasks while complying with relevant legislation, policies and standard processes.

Qualifications

• Provide exceptional face-to-face and telephony customer service.
• Work in a team environment and attend to detail in complex tasks.
• Support regional clinical service delivery with administrative tasks.

Responsibilities

• Provide front line customer service at reception or via phone.
• Provide operational and administrative support to regional clinical staff.
• Assist across multiple service delivery streams and supervise Level 3 officers.

Skills

Customer service

Administrative support

Job description

JOB OVERVIEW

Open Arms – Veterans & Families Counselling (Open Arms) has provided veteran mental health support for more than 40 years.

Open Arms (formerly Vietnam Veterans’ Counselling Service) was founded by Vietnam Veterans and is a nationally accredited mental health service that provides 24-hour free and confidential mental health support.

A Practice Officer assists in front line customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community.

Practice Officers undertake functions in office management and service delivery operations and support. Officers may work across multiple functions and service delivery streams. They may have responsibility for supervising Level 3 Service Support Officers including task allocation and monitoring of performance.

We are looking for someone who can provide exceptional face to face and telephony customer service, work in a team environment and attend to detail in complex administrative tasks involving unique software and workflows.

The Practice Officer must be able to work under supported direction, and in accordance with relevant legislation, policies and standard process, to undertake a range of administrative and strategic activities that support the regional team and stakeholders. They may work across multiple functions and service delivery streams and will need to demonstrate flexibility.

DUTIES

As an APS 4 you will be required to:

ELIGIBILITY

NOTES

This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:

We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.

The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support. More information can be found on the DVA Website.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you. Further information can be found at https://www.apsc.gov.au/recruitability .

CANDIDATE INFORMATION PACK

The candidate information pack is available below.
Candidate Information Pack