APS3 Participant Support Officer

• APS3 Participant Support Officer x 2
• Contract Term: Jan 2025 – Dec 2025 + possible extension
• Daily Rate: $37.36 exclusive Super

About the Team:
Service Delivery is responsible for engaging with participants and managing participant plans and supports. State/Territory-based business units manage the operating functions of the NDIS, ensuring accessible, nationally-consistent participant experiences.

The APS3 Participant Support Officer is a team membership position and is responsible for setting priorities and managing workflow for their role and producing work that is subject to regular monitoring by more senior NDIA positions within their management structure.

The role requires the application of clerical, administrative support and operational tasks including some basic research and analysis activities.

The APS3 Participant Support Officer is likely to have public contact and is required to communicate with and provide straightforward advice to a range of internal and external stakeholders.

Key Duties:
Responsibilities of the role include but are not limited to:

• Providing high quality customer service as the first point of contact and resolution for participants, customers and stakeholders, in person, over the phone, via email and operating counter and reception in NDIA offices.
• Providing first point of contact and support for participants presenting for in-person appointments.
• Resolving a high volume of straightforward enquiries using available information, advice and scripts.
• Managing team email inboxes, calendars and appointments, ensuring responses are within timeframes.
• Actioning straightforward planning pathway supplementary delegate tasks as per the NDIS Act and in accordance with work instructions and operational guidelines.
• Escalating more complex planning tasks for response by senior team members or other Service Delivery teams.
• Providing administrative and operational support to service delivery teams, including data entry, record keeping, coordinating and minuting internal meetings.
• Arranging travel, processing invoices, raising resource requests and responding to property and maintenance issues.
• Providing on-the-job support for peers and working collaboratively in a team environment.

Skills and Experience

• Customer service
• Communication
• Organization and time management
• Attention to detail
• Resolving enquiries
• Coordinating appointments
• Managing team communication
• Recording feedback

Eligibility/Other Requirements: The successful candidate will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

How to Apply:
To apply for this opportunity, please submit your application to Connie at Talent International by clicking the “APPLY NOW” button.