Participant Support Officer (APS3) - Frontline Help

Talent; Australia; Hybrid; AUD 60,000 - 72,000; Full time

Job summary

Talent International is recruiting APS3 Participant Support Officers on behalf of a Federal Government client across multiple metropolitan and regional locations in Western Australia. You will be a key first point of contact for participants and stakeholders, providing clear, respectful support while assisting local teams with administration and service delivery activities.

This role focuses on managing inquiries, referrals, data entry and confidential records, with opportunities for occasional

Qualifications

• Strong written and verbal communication skills with an empathetic customer service style.
• Ability to manage multiple tasks, priorities and administrative workflows efficiently.
• Good problem-solving skills and ability to identify practical solutions.
• Confidence working with participants, families, colleagues and external stakeholders.
• High attention to detail and accuracy in documentation and data entry.
• Ability to work within policies, procedures and structured government processes.
• Competence with Microsoft Office and computer-based business systems.
• Ability to work effectively as part of a team and contribute to a positive workplace culture.
• Knowledge of disability services or the NDIS environment will be highly regarded.

Responsibilities

• Manage and resolve participant matters in line with relevant legislation, policy and procedures.
• Provide front reception support and assist participants using self-service kiosks and online services.
• Respond to participant and stakeholder enquiries in person, by phone, email and SMS.
• Provide information and referrals to appropriate government or community services.
• Manage shared team inboxes, appointments and telephone enquiries.
• Coordinate accessible appointments and meeting facilities.
• Perform data entry and complete required follow-up actions.
• Receive and record complaints, feedback and participant information accurately.
• Support service delivery teams with operational and administrative tasks.
• Maintain confidentiality, accuracy and professional standards at all times.

Skills

Written & verbal communication

Administrative workflows

Problem solving

Stakeholder confidence

Attention to detail

Policy procedures

Microsoft Office

Team collaboration

NDIS knowledge

Tools

Microsoft Office

Computer systems

Job description

Talent International is recruiting APS3 Participant Support Officers on behalf of a Federal Government client across multiple metropolitan and regional locations in Western Australia. You will be a key first point of contact for participants and stakeholders, providing clear, respectful support while assisting local teams with administration and service delivery activities.

This role focuses on managing inquiries, referrals, data entry and confidential records, with opportunities for occasional