Learn how a merit list or pool may be usedApplicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool. If the applicant agrees, the results may be shared with other Australian Public Service (APS) agencies for filling similar roles. Applicants may be offered a future role, without the need to reapply. A merit list or pool may be used for up to 18 months.
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Assistant Director, Complex Application Support Team - National Redress SchemeThe Complex Application Support Team (CAST) is responsible for managing complex verbal communication and complaint outcomes with people who have experienced institutional child sexual abuse and their nominees. CAST is also responsible for enhancing trauma-informed capacity across the Scheme by integrating trauma-informed practices throughout its operations, ensuring sensitive and effective communication throughout the Redress application process.
The team's approach is designed to support survivor needs while maintaining the integrity and efficiency of the Scheme. The role of the Assistant Director works under the broad direction of the Director to deliver high-quality, trauma-informed outcomes for applicants.
This position requires a considerable degree of independence, with decision-making largely reliant on high-level judgement and a comprehensive understanding of the broader implications for the National Redress Scheme and Department of Social Services. This role has telephone contact with survivors of child sexual abuse and their nominees, and exposure to details of child sexual abuse in applications.
Note: This is not a practicing or counselling role. Rather it focuses on leadership, strategic planning, and operation management within a trauma-informed framework.
The key duties of the position include:Lead and mentor a team of qualified officers to effectively deliver Scheme objectives, ensuring high quality service delivery.Assist survivor/applicants and their nominees and other stakeholders, over the phone, in the context of escalated, sensitive or difficult issues.Employ a risk management approach to oversee complex call requests, and manage sensitive, escalated or challenging issues with survivors, their nominees or other stakeholders.Provide support and development to staff through call evaluation analysis, identify and address support and development needs of individuals.Collaborate with the Scheme's Trauma Informed Advisor and executive staff to contribute to capacity building within the Branch.Assist the Scheme's Trauma Informed Advisor in facilitating reflective practice sessions, promoting continuous improvement and staff well-being.Lead consultations with Scheme staff, to improve complex communication and risk management processes.Please review the job pack for the full position description.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability Getting to know the Department of Social ServicesThe Department of Social Services (DSS) develops policies and delivers programs that support the lifetime wellbeing of Australians and their families. Our vision is to achieve the best health, wellbeing and safety of all Australians. Our people are critical in delivering the key priorities of DSS. We are seeking candidates that reflect our cultural values of curious, contestability, courage and collaboration.
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