APS4 Participant Support Officer

DFP Recruitment; Mount Isa City; Hybrid; AUD 59,000 - 66,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

DFP Recruitment is seeking a compassionate Participant Support Officer to assist participants, customers and stakeholders within an Australian Government disability program. You will handle moderately complex enquiries, coordinate participant matters and work with government services to resolve issues.

The role requires empathy, strong communication and collaboration skills, with hybrid flexibility (up to 2 days/week) and full-time availability. Applicants must hold Australian Citizenship.

Qualifications

• Strong customer service and stakeholder engagement skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving skills and attention to detail.
• Ability to manage moderately complex enquiries and competing priorities.
• Empathy and understanding of the circumstances experienced by people with disability.
• Ability to work collaboratively and build trust with colleagues and stakeholders.
• Flexibility and resilience in a changing environment.
• Commitment to inclusion, diversity, professionalism and ethical behaviour.
• Confidence using Microsoft Office and computer-based systems.

Responsibilities

• Provide high-quality customer service to participants, customers and stakeholders.
• Respond to moderately complex enquiries and resolve issues where guidance may not be straightforward.
• Manage shared inboxes, triage enquiries and prioritise participant matters.
• Make outbound calls to participants, providers and other stakeholders.
• Undertake assessments relating to specialist planning pathways.
• Manage participant matters in accordance with relevant legislation, policies and procedures.
• Resolve complex or escalated enquiries and refer matters to appropriate services.
• Analyse workflows and contribute to effective work allocation and service delivery.
• Assist with research, analysis, risk management and project activities.
• Contribute to process improvement and provide support to colleagues.
• Work collaboratively with internal teams, government agencies and community services.

Skills

Customer service

Stakeholder engagement

Verbal communication

Written communication

Problem solving

Attention to detail

Collaboration

Flexibility

Resilience

Tools

Microsoft Office

Job description

Are you passionate about making a meaningful difference in the lives of people with disability?

About the Role

As a Participant Support Officer, you will be a key point of contact for participants, customers and stakeholders. You will provide high-quality support across a range of enquiries and matters, using established policies, procedures and guidelines to achieve positive outcomes.

The role will involve managing moderately complex enquiries, providing information and advice, coordinating participant matters and working with internal teams, government services and community organisations to resolve issues.

Key Responsibilities

• Provide high-quality customer service to participants, customers and stakeholders.
• Respond to moderately complex enquiries and resolve issues where guidance may not be straightforward.
• Manage shared inboxes, triage enquiries and prioritise participant matters.
• Make outbound calls to participants, providers and other stakeholders.
• Undertake assessments relating to specialist planning pathways.
• Manage participant matters in accordance with relevant legislation, policies and procedures.
• Resolve complex or escalated enquiries and refer matters to appropriate services.
• Analyse workflows and contribute to effective work allocation and service delivery.
• Assist with research, analysis, risk management and project activities.
• Contribute to process improvement and provide support to colleagues.
• Work collaboratively with internal teams, government agencies and community services.

About You

You will be a compassionate, solutions-focused professional who can confidently communicate with people from diverse backgrounds and circumstances.

You will ideally bring:

• Strong customer service and stakeholder engagement skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving skills and attention to detail.
• The ability to manage moderately complex enquiries and competing priorities.
• Empathy and an understanding of the circumstances experienced by people with disability.
• The ability to work collaboratively and build trust with colleagues and stakeholders.
• Flexibility and resilience when working in a changing environment.
• A commitment to inclusion, diversity, professionalism and ethical behaviour.
• Confidence using Microsoft Office and computer-based systems.

Why Join?

This is an opportunity to contribute to an important Australian Government disability program and play a direct role in supporting people with disability to access services and achieve better outcomes.

You will join a collaborative team where your communication, problem-solving and customer service skills can make a genuine difference every day.

This assignment is offering $43.82 per hour + super, through to December 2026 with view to extension. Full-time availability is required. Hybrid flexibility is available up to 2 days per week following trainining. As this role is within Federal Government, applicants must hold Australian Citizenship.

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.