Aps5 Complex Case Officer

Our client is seeking to engage an APS5 Complex Case Officer.
Location: Canberra, ACT Employment: MAX TERM Eligibility/Security Requirement: Australian Citizenship Duties: Make and receive calls to applicants, their nominees, families and executors.
Prepare, edit and quality check letters and notices sent to applicants, nominees and institutions Conduct research of relevant jurisdictional intestacy and estate laws, other relevant legislation and Scheme policy Reviewing survivor information and case file notes.
Reporting key elements and escalations to leadership Code application information in Case Manager, keeping accurate and comprehensive records Under limited direction, be accountable for organising workflow and escalating risks and issues when needed Skills: Communicate confidently and present messages in a clear, concise and articulate way Use trauma informed principles in processing applications and interacting with survivors and their nominees over the phone.
This includes ability to self-regulate during difficult conversations, ensuring a safe and respectful environment for survivors and de-escalating heightened behaviour Self-awareness and ability to self-manage in a complex, changing environment in a diverse team with a high workload in a high-risk environment Write, edit and proof-read documents and case file notes 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 Apply legislation, policies, procedures and information management requirements Work within 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, as well as the processing and recording of information If you feel you are a suitable candidate submit your application by hitting "Apply for this job".
Alternatively, you can call Isaac Benjamin on 02 6268 9769 or email ****** for further discussion.
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome.
We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion