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Location: Canberra Position Type: Ongoing/Non-Ongoing | Full-time/Part-time Salary: $74,422-$80,807 About the role Support Officers in the National Police Checking Service (NPCS or the Service) will be required to support the delivery of the Service, by providing timely and accurate customer support to our key stakeholders including police partner agencies, government and non-government organisations as well as members of the general public.
The position requires candidates who have strong customer service and communication skills, as well as the ability to develop and maintain productive working relationships.
Accreditation and Audit The Accreditation and Audit team is responsible for assessing applications from prospective organisations to become accredited with the ACIC for the purposes of submitting Nationally Coordinated Criminal History Checks, as well as managing the contract between Accredited Bodies and the ACIC.
The team is also responsible for delivering the NPCS Assurance Program to ensure that Accredited Bodies are meeting their contractual obligations in accessing and using the Service.
Business Capability and Reporting The Business Capability and Reporting team is responsible for any technical queries relating to the service for police and Accredited Bodies.
The team also manages the reporting functions for the Service, which includes providing data to stakeholders regarding check volumes, revenue and other information relating to the Service.
Policy and Coordination The Policy and Coordination team is responsible for the business policy direction of the Service, and manages the governance functions of the Branch.
The team ensures that critical aspects of the Service meet emerging Government priorities, which benefit the community and national security.
Service Delivery The Service Delivery team is responsible for providing operational and customer support to police, Accredited Bodies and members of the general public.
The team is also responsible for stakeholder engagement for the NPCS.
Secondary Clearing The Secondary Clearing team supports the processing of nationally coordinated criminal history checks to ensure the Service meets check processing benchmarks.
The team supports the operational performance of the Service by assessing those checks that have had potential matches.
Our ideal candidate To be successful in this role, you will demonstrate the following experience, skills and attributes: Excellent customer service with the ability to respond to customer enquiries via telephone and in writing Ability to produce high quality written correspondence, basic reports and procedural documentation Ability to build productive working relationships with internal and external stakeholders Contributing to team dynamics by providing advice and input to decision making Contributing to team meetings to improve service delivery Ability to interpret and apply legislation, policy and government standards to support business processes Ability to analyse and identify issues with business processes Maintain accurate record keeping in accordance with Standard Operating Procedures Develop subject matter expertise in operation of the Service Escalating complex enquiries to the team supervisor and senior advisor as needed.
Provide administrative support for team leaders and senior management.
Eligibility Citizenship – To be eligible for employment with the ACIC, applicants must be an Australian citizen.
Security Clearance - The Australian community expects ACIC employees to maintain the highest levels of security and integrity.
Successful applicants will be required to obtain and maintain a minimum Negative Vetting 1 security clearance.
Pre-Employment Screening – All candidates must satisfy an Organisational Suitability Assessment (OSA) prior to being offered employment at the ACIC.
The ACIC is committed to diversity and inclusion.
We celebrate and champion diversity to ensure we reflect the community we serve, and pride ourselves on our vibrant culture.
We welcome applications from Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, neurodiverse, mature aged employees and carers.
More information about our conditions is available in the ACIC Enterprise Agreement 2024-2027 on our website.
Candidate Information Kit - APS4 Support Officers, National Police Checking Service (NPCS), Canberra Opens in new window Candidate Information Kit - APS4 Support Officers, National Police Checking Service (NPCS), Canberra Opens in new window How to apply: If you have NOT registered with our Online Application System, you can begin your Application by clicking the 'Begin' button.
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