Participant Support Officer — Hybrid, Full-Time

DFP Recruitment; Canberra; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

DFP Recruitment seeks experienced APS4 Participant Support Officers to support a high-profile Australian Government agency delivering services to Australians with disability.

The role emphasizes administration, customer service, stakeholder engagement, and problem solving, with duties including desktop reviews, data entry, and handling moderately complex participant matters, in a Deakin office with possible remote work subject to agency requirements.

Qualifications

• Strong written and verbal communication skills.
• Ability to actively listen and understand participants’ individual needs.
• Sensitive, respectful and participant-focused approach.
• Experience interpreting and applying legislation, policies and procedures.
• Sound judgement when resolving moderately complex matters.
• Ability to manage competing priorities and meet deadlines.
• Strong administration, analysis and recordkeeping skills.
• Ability to remain calm and professional during difficult interactions.
• Experience identifying risk and de-escalating sensitive situations.
• Effective communication with internal and external stakeholders.

Responsibilities

• Undertaking desktop reviews using agency systems, online forms and digital platforms.
• Reviewing and accurately transferring participant information into agency systems.
• Managing an allocated workflow and completing tasks within required timeframes.
• Making outbound calls to participants, providers and other stakeholders.
• Responding to enquiries where clear guidance or standard scripts may not be available.
• Undertaking suitability assessments for entry into and exit from specialist planning streams.
• Managing and resolving moderately complex participant matters.
• Completing planning pathway and delegated tasks in accordance with legislation, operational guidelines and ministerial directions.
• Identifying risks and escalating complex matters to senior team members.
• Analysing workflows and making recommendations regarding work allocation.
• Supporting project activities, including research, analysis, planning and reporting.
• Maintaining accurate records and appropriately handling sensitive information.
• Contributing to process improvement and supporting positive team outcomes.

Skills

Communication

Active listening

Legislation interpretation

Stakeholder engagement

Problem solving

Administration

Recordkeeping

Microsoft Office

Tools

Microsoft Office

Job description

DFP Recruitment seeks experienced APS4 Participant Support Officers to support a high-profile Australian Government agency delivering services to Australians with disability.

The role emphasizes administration, customer service, stakeholder engagement, and problem solving, with duties including desktop reviews, data entry, and handling moderately complex participant matters, in a Deakin office with possible remote work subject to agency requirements.