APS4 Participant Support Officer

face2face Recruitment; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

face2face Recruitment is seeking an APS4 Participant Support Officer to support participants and service delivery across ACT, NSW, VIC, SA and QLD. You will manage workflows, respond to enquiries, perform desktop reviews, assessments and engage with participants, providers and stakeholders.

Operating within established legislation and guidelines, you will resolve moderately complex participant matters, balance competing priorities and escalate more complex issues as required.

Qualifications

• Strong communication and active listening with a sensitive approach.
• Ability to remain calm, de-escalate situations and recognise risk levels.
• Strong organisational skills to manage competing priorities.
• Ability to interpret legislation, policies, procedures and guidance materials.
• Confident stakeholder engagement and problem-solving abilities.
• Sound computer skills, including Microsoft Office and business systems.

Responsibilities

• Conduct desktop reviews and accurately enter information into relevant systems.
• Manage allocated workflows, priorities and moderately complex participant matters.
• Make outbound calls to participants, providers and other key stakeholders.
• Undertake suitability assessments for specialist planning streams.
• Apply relevant legislation, operational guidelines and procedures to casework.
• Collaborate with colleagues and contribute to process and service improvements.

Skills

Communication

Active listening

De-escalation

Organisational skills

Legislation interpretation

Stakeholder engagement

Problem solving

Tools

Microsoft Office

Business systems

Job description

Closing Date: 21 Sept 2026
face2face reference: 678618
Locations: ACT, NSW, VIC, SA, QLD

About the Role

As an APS4 Participant Support Officer, you will undertake procedural, administrative and operational activities that support participants and service delivery. You will manage allocated workflows, respond to enquiries, undertake desktop reviews and assessments, and engage with participants, providers and other stakeholders.

Working within established legislation, policies, procedures and guidelines, you will help resolve moderately complex participant matters while balancing competing priorities and escalating more complex issues when required.

Key Responsibilities

• Conduct desktop reviews and accurately enter information into relevant systems
• Manage allocated workflows, priorities and moderately complex participant matters
• Make outbound calls to participants, providers and other key stakeholders
• Undertake suitability assessments for specialist planning streams
• Apply relevant legislation, operational guidelines and procedures to casework
• Collaborate with colleagues and contribute to process and service improvements

Skills & Experience

• Strong communication and active listening skills with a sensitive approach
• Ability to remain calm, de-escalate situations and recognise levels of risk
• Strong organisational skills with the ability to manage competing priorities
• Ability to interpret legislation, policies, procedures and guidance materials
• Confident stakeholder engagement and moderately complex problem-solving skills
• Sound computer skills, including Microsoft Office and business systems

Australian Citizenship is a mandatory requirement for this position.