APS5 Redress Officer — Empathetic, Trauma-Informed Support

Government client (agency undisclosed); Canberra; On-site; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Paid leave

15.4% superannuation

Job summary

The Redress Group within a Federal Government department in Greenway ACT seeks APS5 Redress Officers for a 12-month labour hire contract with an option to extend. This role manages end-to-end National Redress Scheme applications, handling calls, collecting information, and advising outcomes with sensitivity.

You will liaise with survivors and stakeholders, maintain records, and work in privacy-compliant, trauma-informed ways. Aboriginal and Torres Strait Islander people are encouraged to apply.

Qualifications

• Strong attention to detail with excellent written and verbal communication skills.
• Able to problem solve and make decisions based on evidence and sound judgement.
• Agile, self-awareness and the ability to self-manage in a diverse team with a high workload.
• Strong sense of empathy and ability to handle sensitive, confronting or escalated conversations.
• Engages in research and makes decisions based on subject matter knowledge, evidence and judgement.
• Ability to work in a changing environment including undertaking calls that are complex in nature.
• Applies legislation, policies, procedures and information management requirements.
• Demonstrated experience in working with Aboriginal and Torres Strait Islander people, communities and/or services providers, including communicating in a culturally competent manner, and understanding of contemporary and historical issues facing Aboriginal and Torres Strait Islander peoples.

Responsibilities

• Strategic Direction: Applies and supports the objectives of the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to ensure compliance with privacy protocols and contributing to operational process efficiency.
• Strategic Direction: Actively research and analyse information, providing recommendations and supporting evidence to the delegate when preparing request for information packages.
• Achieve Results: Make and receive calls to applicants and their nominees to progress application outcomes.
• Achieve Results: Prepare, edit and quality check letters and notices sent to applicants, nominees and institutions.
• Productive Working Relationships: Organise workflow and escalate risks and issues when needed, to support team outcomes.
• Productive Working Relationships: Build positive partnerships to progress applications and provide professional service, while escalating risk and issues when needed.
• Personal Drive and Integrity: Keep accurate records in Case Manager or other systems, or assist callers to navigate and access Redress Services.
• Communicate with Influence: Communicate clearly with applicants and provide cultural support.

Skills

Attention to detail

Verbal communication

Written communication

Empathy

Trauma informed

Indigenous engagement

Stakeholder liaison

Job description

The Redress Group within a Federal Government department in Greenway ACT seeks APS5 Redress Officers for a 12-month labour hire contract with an option to extend. This role manages end-to-end National Redress Scheme applications, handling calls, collecting information, and advising outcomes with sensitivity.

You will liaise with survivors and stakeholders, maintain records, and work in privacy-compliant, trauma-informed ways. Aboriginal and Torres Strait Islander people are encouraged to apply.