Participant Support Officer: Complex Casework & Stakeholder Impact

face2face Recruitment; Newcastle City Council; On-site; AUD 60,000 - 70,000; Full time

Job summary

face2face Recruitment in Australia is seeking an APS4 Participant Support Officer to undertake procedural, administrative and operational activities that support participants and service delivery. You will manage workflows, respond to enquiries and engage with participants, providers and other stakeholders.

Working within established legislation, policies and guidelines, you will resolve moderately complex participant matters while balancing competing priorities and escalating more complex

Qualifications

• Strong communication and active listening with a sensitive approach.
• Ability to remain calm, de-escalate situations and recognise risk levels.
• Strong organisational skills to manage competing priorities.
• Ability to interpret legislation, policies and guidance materials.
• Confident stakeholder engagement and problem-solving skills.
• Proficient in Microsoft Office and business systems.

Responsibilities

• Conduct desktop reviews and accurately enter information into relevant systems.
• Manage allocated workflows, priorities and moderately complex participant matters.
• Make outbound calls to participants, providers and other key stakeholders.
• Undertake suitability assessments for specialist planning streams.
• Apply relevant legislation, operational guidelines and procedures to casework.
• Collaborate with colleagues and contribute to process and service improvements.

Skills

Communication

De-escalation

Organisational skills

Legislation interpretation

Stakeholder engagement

Computer literacy

Job description

face2face Recruitment in Australia is seeking an APS4 Participant Support Officer to undertake procedural, administrative and operational activities that support participants and service delivery. You will manage workflows, respond to enquiries and engage with participants, providers and other stakeholders.

Working within established legislation, policies and guidelines, you will resolve moderately complex participant matters while balancing competing priorities and escalating more complex