APS3 Participant Support Officer - Swan Hill

Randstad; Swan Hill; On-site; AUD 60,000 - 70,000; Full time

Job summary

Randstad in Swan Hill is seeking an APS3 Participant Support Officer to be the first point of contact for participants and stakeholders. You will deliver clear advice and resolve issues in person, over the phone or by email, while providing essential administrative support to service delivery staff.

The role is full-time, onsite, 12-month assignment with a 8:30am–4:30pm schedule. Australian citizenship is required.

Qualifications

• Excellent communication, written and verbal, with participants and stakeholders.
• Strong service focus and ability to guide participants through processes.
• Good organisational skills and ability to manage multiple tasks.
• Proven problem-solving skills to identify issues and provide practical solutions.
• Ability to collaborate with colleagues and external partners.
• Attention to detail and accuracy in documentation and compliance.
• Understanding of disability services framework and related challenges.
• Flexible and adaptable to changing participant needs.

Responsibilities

• Act as first point of contact for participants and stakeholders in person, over the phone or by email.
• Provide front reception support and assist with participant enquiries at kiosks and online.
• Resolve enquiries, provide information and refer to appropriate services.
• Manage team inbox, appointments and telephone enquiries.
• Coordinate appointments and ensure facilities are accessible for all.
• Perform data entry and follow-up actions to close tasks.
• Receive and record complaints and feedback in business systems.

Skills

Communication

Service Excellence

Organisation

Problem-Solving

Collaboration

Accuracy

Knowledge of disability services

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.