Job description
We are seeking APS6 Team Leaders to join a Federal Government department located in Batemans Bay NSW. 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.
Job Purpose:
The Operations and Outcomes Branch is responsible for managing the end-to-end process for applications made under the National Redress Scheme. This includes liaising with applicants over the phone, receiving, validating and progressing applications for Redress and advising outcomes to applicants.
Team Leaders will lead a team that has processing and/or applicant contact responsibilities.
Team Leaders will effectively lead a team by supervising, managing and inducting in a high profile, high risk and complex environment. This role reports to the Assistant Director and will supervise APS 3, 4, 5 staff. Team Leaders are required to work closely with colleagues across the branch and broader Redress Group in order to contribute to the overall goals of the National Redress Scheme. Redress Team Leaders will manage and support inbound calls to take verbal responses to information requested by the Scheme. The roles have exposure to sensitive material in writing and verbally and may have exposure to difficult issues that could require liaising with a range of internal stakeholders.
Leadership, problem solving, agility, customer service, collaboration and organisational skills and personal resilience are all critical to success in the role.
A number of these roles will require liaison with First Nation survivors and/or staff and are classified as identified positions. Redress Officers are required to demonstrate they have an understanding of the issues affecting Indigenous Australians and a proven ability to communicate sensitively with them.
Duties:
Supports Strategic Direction:
Demonstrated understanding of the importance of a trauma-informed, survivor-focused approach to the work of the Scheme.
Agile with strong problem-solving and decision-making skills, with the ability to assess complex situations and apply sound judgement to progress application outcomes.
Excellent written and verbal communication skills and ability to communicate in a trauma informed way, including calls with applicants which are sensitive, confronting or escalated. An ability to identify, influence and work with a range of stakeholders to achieve positive outcomes for the Scheme.
Resilient with effective management of teams by supervising, managing and inducting in a high profile, sensitive, and complex environment including interpreting emotional wellbeing of team members and colleagues.
Adheres to APS Values and Code of Conduct in all actions, ensuring ethical and professional behaviour.
Demonstrated experience in working with Aboriginal and Torres Strait Islander people, communities and/or services providers, including communicating in a culturally competent manner, and understanding of contemporary and historical issues facing Aboriginal and Torres Strait Islander peoples.
Additional information regarding positions within Operations and Outcomes Branch:
Staff within the branch will have direct or indirect contact with details of child sexual abuse in applications or over the phone. Phone calls may involve conversations with distressed survivors and collecting abuse information. 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.
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 email Jane Rippingale at DFP Recruitment - 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-1/policies. Do not submit any sensitive personal information in your resume.
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.
Job Purpose:
The Operations and Outcomes Branch is responsible for managing the end-to-end process for applications made under the National Redress Scheme. This includes liaising with applicants over the phone, receiving, validating and progressing applications for Redress and advising outcomes to applicants.
Team Leaders will lead a team that has processing and/or applicant contact responsibilities.
Team Leaders will effectively lead a team by supervising, managing and inducting in a high profile, high risk and complex environment. This role reports to the Assistant Director and will supervise APS 3, 4, 5 staff. Team Leaders are required to work closely with colleagues across the branch and broader Redress Group in order to contribute to the overall goals of the National Redress Scheme. Redress Team Leaders will manage and support inbound calls to take verbal responses to information requested by the Scheme. The roles have exposure to sensitive material in writing and verbally and may have exposure to difficult issues that could require liaising with a range of internal stakeholders.
Leadership, problem solving, agility, customer service, collaboration and organisational skills and personal resilience are all critical to success in the role.
A number of these roles will require liaison with First Nation survivors and/or staff and are classified as identified positions. Redress Officers are required to demonstrate they have an understanding of the issues affecting Indigenous Australians and a proven ability to communicate sensitively with them.
Duties:
Supports Strategic Direction:
- Promotes, applies and supports the objectives of the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to ensure staffs compliance with privacy protocols while safeguarding operational process efficiency
- Maintain a well-being culture within the team by including initiatives to support the team, undertaking training/professional development, applying knowledge of trauma informed practice to provide safe and quality service to survivors of childhood sexual abuse.
- Effectively manage and prioritise workloads for self and others while maintaining a high level of accuracy and attention to detail, driving a survivor focused service with a continuous improvement culture.
- Under limited direction, be accountable for organising workflow, identifying areas for improvement and escalating risks and issues when needed.
- Assist in supporting and building the capability of Scheme staff in their communications with applicants and stakeholders, be available to support staff for escalated calls involving distressed survivors, in a trauma-informed manner.
- Monitor and report the achievement of business outcomes, key performance indicators and quality assurance to manage overall performance, whilst adhering to the APS Code of Conduct in all interactions and maintain confidentiality of sensitive information.
- Communicate clearly and concisely with applicants, staff and stakeholders preparing comprehensive reports or other written advice within tight timeframes.
Demonstrated understanding of the importance of a trauma-informed, survivor-focused approach to the work of the Scheme.
Agile with strong problem-solving and decision-making skills, with the ability to assess complex situations and apply sound judgement to progress application outcomes.
Excellent written and verbal communication skills and ability to communicate in a trauma informed way, including calls with applicants which are sensitive, confronting or escalated. An ability to identify, influence and work with a range of stakeholders to achieve positive outcomes for the Scheme.
Resilient with effective management of teams by supervising, managing and inducting in a high profile, sensitive, and complex environment including interpreting emotional wellbeing of team members and colleagues.
Adheres to APS Values and Code of Conduct in all actions, ensuring ethical and professional behaviour.
Demonstrated experience in working with Aboriginal and Torres Strait Islander people, communities and/or services providers, including communicating in a culturally competent manner, and understanding of contemporary and historical issues facing Aboriginal and Torres Strait Islander peoples.
Additional information regarding positions within Operations and Outcomes Branch:
Staff within the branch will have direct or indirect contact with details of child sexual abuse in applications or over the phone. Phone calls may involve conversations with distressed survivors and collecting abuse information. 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.
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 email Jane Rippingale at DFP Recruitment - 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-1/policies. Do not submit any sensitive personal information in your resume.
