Impactful Participant Support Specialist (Hybrid)

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

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.