We are seekingAPS5 Contact Officerstojoin a Federal Government department located in Greenway ACT. This 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 empathic, 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
The National Redress Scheme is seeking enthusiastic and empathic individuals with great communication skills to join their Contact team in the Contact & Indigenous Service Delivery (ISDS) Section, Service Delivery Branch. The focus of the Contact & ISDS Section is to make a positive difference in the lives of Redress applicants while delivering outcomes for the Scheme.
The Contact Team are looking for staff for their [Canberra, Perth or Wagga Wagga] office/s to respond to a range of enquires coming into the Scheme's 1800 number. The team are responsible for conducting inbound and outbound calls, predominately providing application updates and outcomes to applicants and their nominees, as well as redirecting specific enquires to relevant internal teams.
Contact Officers assist applicants to access support services and provide assistance through all stages of the application process. These roles require candidates to interact directly with applicants and their nominees, ensuring all interactions are trauma informed and respectful. Clear and concise communication skills and the ability to manage complex enquiries are essential for these roles.
Please note these positions require you to work on-site. 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 numberapply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactionsunder limited direction, be accountable for organising workflow and escalating risks and issues when neededdevelop and maintain relationships with internal and external stakeholders to progress outcomes for applicantsresolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issuesassist callers to navigate and access a range of Redress Support Servicescontribute new ideas, including the identification of efficiency improvements for service deliveryOur ideal candidate: communicates confidently and presents verbal and written messages in a clear, concise and articulate mannerunderstands trauma informed principles and their importance in providing a high level of serviceapplies legislation, policies, procedures and information management requirementsdemonstrates high level accuracy and attention to detail in the processing and recording of informationhas the ability to self manage in a complex, changing environment with a high workloaddemonstrates critical thinking and problem solving with a solution focused approach.Applicants are required to holdAustralian Citizenshipat time of application and hold aBaseline securityclearance. 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, pleaseAPPLY NOWor call Jane Rippingale atDFP Recruitment on or email 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 .auor1300 337 000and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
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