APS4 Participant Support Officer

DFP Recruitment; City of Parramatta; Hybrid; AUD 55,000 - 66,000; Full time

Benefits offered by this job

Hybrid working arrangements

Job summary

DFP Recruitment is seeking a calm and organised APS4 Participant Support Officer for multiple NSW locations. The role offers hybrid work, a $43.82 per hour rate plus super, and a contract running from ASAP to 31 December 2026 with potential extension.

You will handle participant enquiries, maintain records, and liaise with participants, providers and stakeholders while upholding privacy and confidentiality standards.

Qualifications

• Experienced in administration, customer service, participant support, or similar operational environment.
• Ability to communicate sensitively with people from diverse backgrounds.
• Strong attention to detail and accurate data recording.
• Ability to manage competing priorities and deadlines.
• Experience interpreting policies, procedures, legislation or guidance.
• Ability to remain calm and de-escalate challenging interactions.
• Strong stakeholder engagement and problem-solving skills.
• Proficient in Microsoft Office and learning new systems.
• Understanding of privacy, confidentiality and handling of sensitive information.

Responsibilities

• Conduct desktop reviews and transfer information into internal systems and web-based forms.
• Manage an allocated workflow in line with priorities, procedures and deadlines.
• Make outbound calls to participants, providers and other stakeholders.
• Respond to enquiries with clear, accurate and sensitive information.
• Review participant information and undertake suitability assessments for specialist service streams.
• Manage and resolve moderately complex participant matters per legislation, policies and guidelines.
• Recognise potential risks and escalate complex or sensitive matters appropriately.
• Undertake basic research to support operational and project activities.
• Maintain accurate records while handling confidential information.
• Work collaboratively with colleagues and contribute to team activities and process improvements.

Skills

Verbal communication

Written communication

Stakeholder engagement

Problem solving

Attention to detail

Prioritisation

Policy interpretation

De-escalation

Privacy & confidentiality

Microsoft Office

Job description

APS4 Participant Support Officer – Multiple NSW Locations

• Hourly Rate: $43.82 per hour + super
• Location: NSW - Parramatta, Campbelltown, Newcastle or Wollongong
• Hours: Monday-Friday Full-time hours (37.5 per week)
• Duration: ASAP start, contract until 31 December 2026, with potential extension
• Hybrid working arrangements

The opportunity

We are seeking experienced and empathetic Participant Support Officers to join a high-profile Federal Government agency supporting Australians living with disability.

These are excellent opportunities for customer service and administrative professionals who want to contribute to meaningful participant outcomes while building their experience within the Australian Public Service.

Working as part of a collaborative service-delivery team, you will manage participant-related enquiries and administrative tasks, review information, maintain accurate records and communicate with participants, providers and other stakeholders.

Key responsibilities

• Conduct desktop reviews and accurately transfer information into internal systems and web-based forms.
• Manage an allocated workflow in line with established priorities, procedures and deadlines.
• Make outbound calls to participants, providers and other stakeholders.
• Respond to enquiries and provide clear, accurate and sensitive information.
• Review participant information and undertake suitability assessments for specialist service streams.
• Manage and resolve moderately complex participant matters in accordance with legislation, policies and operational guidelines.
• Recognise potential risks and escalatory complex or sensitive matters appropriately.
• Undertake basic research and analysis to support operational and project activities.
• Maintain accurate records while appropriately handling private, confidential and sensitive information.
• Work collaboratively with colleagues and contribute to team activities, peer support and process improvements.

About you

You will be a calm, organised and participant-focused professional who can balance empathy with accuracy and sound judgement.

To be successful, you will demonstrate:

• Strong verbal and written communication skills.
• Previous experience in administration, customer service, participant support, case management or a similar operational environment.
• The ability to communicate sensitively with people from diverse backgrounds and circumstances.
• Strong attention to detail and confidence reviewing and recording information.
• The ability to manage competing priorities, allocated workloads and deadlines.
• Experience interpreting and applying policies, procedures, legislation or guidance material.
• Sound judgement and the ability to identify risk and escalatory matters appropriately.
• The ability to remain calm and de-escalate challenging interactions.
• Strong stakeholder engagement and problem-solving skills.
• Confidence using Microsoft Office and learning new computer systems.
• An understanding of privacy, confidentiality and the appropriate handling of sensitive information.

Assignment details:

• Locations: Multiple Parramatta, Campbelltown, Newcastle or Wollongong
• Rate: $43.82 per hour + super
• Contract: ASAP start through to 31 December 2026
• Extension: The assignment may be extended depending on business requirements.
• Hours: Full-time, generally 8:30am to 5:00pm
• Working arrangement: Hybrid working arrangements

Successful candidates will be required to complete pre-employment screening, including a National Criminal History Records Check, an NDIS Worker Screening Check and referee checks. Australian citizenship is strongly preferred.

Reasonable adjustments can be provided throughout the recruitment process and within the workplace. Candidates requiring workplace adjustments are encouraged to let us know so appropriate support can be arranged.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise [e-mail]1300 337 000and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.