APS5 Redress Officers

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

We are seeking APS5 Redress Officers to join a Federal Government department located in Greenway ACT. This labour hire contract is 12 months with an option to extend, which includes paid leave and 15.4% superannuation. The Scheme is a high priority for the Government and the department, with the ongoing commitment to continually improve outcomes for survivors. The Scheme interacts with survivors to provide an outcome that can make a real difference in people’s lives. The department is committed to the success of the Scheme and developing high performing staff who provide empathetic, survivor focused, trauma informed support.

Job Purpose

The Redress Group is responsible for managing the end-to-end process for applications made under the National Redress Scheme and act as a first point of contact for the Scheme through the National Information Line. This includes liaising with applicants over the phone, receiving, validating and progressing applications for Redress and advising outcomes to applicants. APS5 Redress Officers are responsible for managing aspects of the end-to-end process for applications under the National Redress Scheme. Under limited direction, Redress Officers are accountable for organising workflow and escalating risks and issues when needed. Redress Officers will take inbound calls to take verbal responses to information requested by the Scheme. The roles have exposure to sensitive material in writing and verbally and will have exposure to difficult issues that could require liaising with a range of internal and some external stakeholders. A number of these roles will require liaison with First Nation survivors and/or staff and are classified as identified positions. Redress Officers are required to demonstrate they have an understanding of the issues affecting Indigenous Australians and a proven ability to communicate sensitively with them. All Redress staff are required to declare any conflicts with the National Redress Scheme during the recruitment process. This is the ensure that any conflicts, real or perceived, can be managed.

Duties

• 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 (this includes receiving calls from the National Redress Scheme phone line and collecting details of abuse from applicants) to progress application outcomes.
• Achieve Results: Prepare, edit and quality check letters and notices sent to applicants, nominees and institutions.
• Productive Working Relationships: Under limited direction and to performance standards, be accountable for organising workflow and escalating risks and issues when needed, to support team outcomes.
• Productive Working Relationships: Actively listen to staff, colleagues and stakeholder to build positive partnerships to progress applications and provide professional service, while escalating risk and issues when needed.
• Personal Drive and Integrity: Take personal responsibility for keeping accurate and comprehensive records in Case Manager or other systems, or while assisting callers to navigate and access a range of Redress Services.
• Communicate with Influence: Communicate clearly with applicants and provide cultural support.

Skills

• 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.

Additional information regarding positions within The Redress Group: Staff within the Redress Group will have direct or indirect contact with details of child sexual abuse in applications or over the phone. Phone calls may involve conversations with distressed survivors and collecting abuse information. Candidates should consider their capacity to manage the risks associated with working with this content on a day-to-day basis. As part of working on the Scheme, you will be required to declare any conflicts of interest in relation to the Scheme, upon commencement and then regular reviews while working on the Scheme. The Group is committed to the wellbeing of staff. Due to the sensitive nature of the content, a dedicated wellbeing program is available to all staff. Participation in training and wellbeing programs may be compulsory for some roles.

Applicants are required to hold Australian Citizenship at time of application and hold a Baseline security clearance. Candidates who do not currently hold a Baseline must be able to obtain and maintain this level of clearance.

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.