APS4/5 Contact and Application Processing Officers

We are seeking APS4 and APS5 Contact and Application Processing Officers to join a Federal Government department located in Greenway ACT. This labour hire contract is up to 12 months, which includes paid leave and 15.4% superannuation.

The Scheme is a high priority for the Government and the department, with the ongoing commitment to continually improve outcomes for survivors. The Scheme interacts with survivors to provide an outcome that can make a real difference in people’s lives.
 
The department is committed to the success of the Scheme and developing high performing staff who provide empathetic, survivor focused, trauma informed support.

The Service Delivery Branch is responsible for managing the end-to-end process for applications made under the Scheme. This includes liaising with applicants, receiving and validating applications, assessing and developing recommendations based on the legislation and advising outcomes to applicants.
 
Please note these positions require you to work on-site.

What you will do:

• communicate effectively and sensitively with applicants, nominees and support services of the National Redress Scheme, 
• self-awareness and ability to self-manage in a complex, changing environment whilst in a diverse team with high workload in a high-risk environment,
• apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018, and relevant policies, procedures and guidelines to:
  • check the application is valid
  • conduct detailed research and analysis to correctly identify participating institution/s
  • collects information from applicants
  • assess the application and any supporting documentation
  • provide a recommendation on Scheme eligibility
• work as a case coordinator for an applicant
• communicate with applicants, nominees
• keep accurate and comprehensive records (including report writing, case notes, and official records)
• advise applicants on redress legislation, policy, procedures and payments.
• resolve applicant enquiries
• provide quality control and quality assurance on applications for redress and check the work quality of others
• demonstrates empathy and understanding and communicates effectively in a trauma informed way
• resilience, persistent, result-orientated and accountable for decisions and actions
• research and make decisions based on subject matter knowledge and judgement
• manage time and organise work against performance expectations
• communicate messages in a clear, concise and articulate way
• high level of accuracy and attention to detail in reading, writing and talking about applications and how they are processed
• ability to work collaboratively to manage high workload in a sensitive environment

Additional information regarding positions within the Redress Group:

Staff within the Group may have direct or indirect contact with details of child sexual abuse in applications or over the phone. Candidates should consider their capacity to manage the risks associated with working with this content on a day-to-day basis.
 
As part of working on the Scheme, you will be required to declare any conflicts of interest in relation to the Scheme, upon commencement and then regular reviews while working on the Scheme. The Group is committed to the wellbeing of staff. Due to the sensitive nature of the content, a dedicated wellbeing program is available to all staff. Participation in training and wellbeing programs may be compulsory for some roles.

Duties may include some or all of the following:

• Provide inbound and outbound telephony support to applicants, their nominees and other callers to the relevant NRS 1800 number
• Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions
• Under limited direction, be accountable for organising workflow and escalating risks and issues when needed
• Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants
• Resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues
• Assist callers to navigate and access a range of Redress Support Services
• Contribute new ideas, including the identification of efficiency improvements for service delivery
• write, edit and proof-read
• communicate confidently and present messages in a clear, concise and articulate way
• manage time and organise work against performance expectations
• develop and maintain stakeholder relationships
• research and make decisions based on a subject matter knowledge and judgement
• legislation, policies, procedures and information management requirements
• relevant government privacy, ethics and workplace health and safety and security protocols
• ability to interpret complex information and identify key aspects to support validation, assessment and recommendation processes
• high-level research and analytical skills to make accurate conclusions based on information and evidence
• high level of accuracy and attention to detail in reading, writing and talking about applications, their processing and recording
• self-awareness and ability to self-manage in a complex, changing environment whilst in a diverse team with high workload in a high-risk environment

Attributes:

• maintains a well-developed understanding of relevant legislation and policy frameworks.
• demonstrates empathy and understanding and communicates effectively in a trauma informed way including through letters and reports
• resilience, persistent, result-orientated and accountable for decisions and actions
• demonstrates high emotional intelligence and ability to recognise and manage own emotions in a stressful environment
• demonstrates sound judgement and logical reasoning in decision making and is accurate when dealing with detailed information and documentation
• approachable and accessible to other team members and others
• able to work in a team environment and perform under pressure
• committed to continuous improvement
• is risk aware and escalates issues to manager as required

Applicants are required to hold Australian Citizenship at time of application and hold a Baseline security clearance. Candidates who do not currently hold a Baseline must be able to obtain and maintain this level of clearance.
 
If you are interested in this role, please APPLY NOW or call Jane Rippingale at DFP Recruitment on (02) 6162 7333 or email jrippingale@dfp.com.au for further information.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
 
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
 
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.