APS3 Participant Support Officer - Swan Hill

Randstad; Mildura; On-site; AUD 54,000 - 72,000; Full time

Job summary

Randstad seeks an APS3 Participant Support Officer for a 12-month assignment in Swan Hill, VIC. The role is full-time, onsite, working 8:30am–4:30pm, Monday to Friday, with duties spanning frontline participant support and administrative tasks.

Australian citizenship is required to fulfil government eligibility criteria. Key responsibilities include handling inquiries, coordinating appointments, and processing data and feedback across government and community services, ensuring accessible

Qualifications

• Clear communication with participants and families.
• Ability to manage multiple tasks and casework.
• Provide front reception and support at kiosks.
• Understanding disability services framework.
• Accurate documentation and policy compliance.

Responsibilities

• Manage participant matters and action planning tasks.
• Provide front reception and support at kiosks.
• Resolve inquiries and refer to services.
• Manage shared inbox, appointments, and calls.
• Coordinate appointments and maintain accessible facilities.
• Data entry and follow-ups.
• Record complaints and feedback.

Skills

Communication

Service excellence

Organisation

Problem solving

Collaboration

Accuracy

Disability knowledge

Adaptability

Job description

APS3 Participant Support Officer - Swan Hill

• 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: Swan Hill VIC
• 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 or via email. 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.

Please note: Applications for this role close on 11th September 2026.

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.