APS 4 Practice Officer

Australian Department of Veterans' Affairs; Sydney; On-site; AUD 86,000 - 91,000; Full time

Benefits offered by this job

VetPaths program

Job summary

Open Arms – Veterans & Families Counselling in Sydney is seeking a Practice Officer to deliver exceptional front desk and telephony customer service to veterans and families. You will provide office and administrative support to regional clinical staff, ensuring smooth service delivery and accurate data handling.

The role involves coordinating referrals, handling client information, and contributing to program delivery across multiple service streams.

Responsibilities

• Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping.
• Provide first escalation point for clients, contracted health providers and external stakeholder queries.
• Coordinate the administrative requirements for client referrals to both internal and external providers. This includes managing data, correspondence and client information between internal and external referral platforms and client management systems.
• Coordinate the administrative requirements for group programs and mental health literacy workshops.
• Provide assistance with administrative induction and training of new employees and contracted health providers.
• Undertake financial management activities including drafting procurement documentation, processing invoices, reconciling payments and tracking financial expenditure.
• Provide office management support for centre and regional satellite property resources, assets, IT and travel requirements.
• Support the Assistant Practice Manager in reporting quality assurance, compliance, audits, reports and operational data.
• Build rapport and maintain key stakeholder relationships.
• Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.

Job description

Australian Department of Veterans' Affairs – Sydney NSW

4d ago , from Australian Department of Veteran's Affairs

• Salary Range: $85,610 - $91,309 + 15.4% employer super contribution


• This vacancy has been identified to participate in VetPaths

• Location: Sydney, NSW


• Salary Range: $85,610 - $91,309 + 15.4% employer super contribution


• This vacancy has been identified to participate in VetPaths

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:

• Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping.


• Provide first escalation point for clients, contracted health providers and external stakeholder queries.


• Coordinate the administrative requirements for client referrals to both internal and external providers. This includes managing data, correspondence and client information between internal and external referral platforms and client management systems.


• Coordinate the administrative requirements for group programs and mental health literacy workshops.


• Provide assistance with administrative induction and training of new employees and contracted health providers.


• Undertake financial management activities including drafting procurement documentation, processing invoices, reconciling payments and tracking financial expenditure.


• Provide office management support for centre and regional satellite property resources, assets, IT and travel requirements.


• Support the Assistant Practice Manager in reporting quality assurance, compliance, audits, reports and operational data.


• Build rapport and maintain key stakeholder relationships.


• Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.

ELIGIBILITY

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).


• Any successful candidate external to DVA offered employment will be required to undergo pre-engagement screening checks, even if they currently have a security clearance. The screening checks are conducted in accordance with the Australian Government Protective Security Policy Framework requirements.


• Any successful candidate will be required to obtain and/or maintain, a Baseline Vetting (AGSVA) security clearance as a minimum.


• Currently hold or ability to obtain a Working with Children check.

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:

• Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS


• Aboriginal and Torres Strait Islander peoples


• People with disability


• People who identify as LGBTQIA+


• People from culturally and linguistically diverse backgrounds

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

Candidate Information Pack Opens in new window