Participant Support Officer — Stakeholder & Casework

face2face Recruitment; City of Parramatta; On-site; AUD 65,000 - 85,000; Full time

Job summary

face2face Recruitment is seeking an APS4 Participant Support Officer in Australia. The role involves delivering procedural and administrative support to participants, managing workflows, and responding to inquiries across ACT, NSW, VIC, SA and QLD.

You will work within established legislation and guidelines, resolving moderately complex participant matters and escalating more complex issues where needed. Strong communication and desk-based review skills are essential.

Qualifications

• Strong communication and active listening with a sensitive approach.
• Ability to remain calm, de-escalate situations and recognise levels of risk.
• Strong organisational skills with the ability to manage competing priorities.
• Ability to interpret legislation, policies, procedures and guidance materials.
• Confident stakeholder engagement and moderately complex problem-solving skills.
• Sound computer skills, including 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

Active listening

Organisational skills

Legislation interpretation

Stakeholder engagement

Problem solving

Computer skills

De-escalation

Tools

Microsoft Office

Business systems

Job description

face2face Recruitment is seeking an APS4 Participant Support Officer in Australia. The role involves delivering procedural and administrative support to participants, managing workflows, and responding to inquiries across ACT, NSW, VIC, SA and QLD.

You will work within established legislation and guidelines, resolving moderately complex participant matters and escalating more complex issues where needed. Strong communication and desk-based review skills are essential.