- Location: Brisbane, QLD; Townsville, QLD; Darwin, NT; Perth, WA
- Salary Range: $85,610 - $91,309 + Attractive Superannuation
- This vacancy has been identified to participate in VetPaths
The Department’s Veterans’ Access Network (VAN) is the Departments first point of contact for general client enquiries and interactions. VAN offices are located in all capital cities and in regional locations across the country, and form part of a national work unit to provide high quality and professional client services to the veteran community.
This primarily consists of veterans and current serving members, their families and representatives of ex-service organisations.
Senior Client Contact Officers assist members of the veteran community by answering enquiries via the telephone, face to face and electronic access channels. Officers make referrals if needed and undertake processing and system entry activities related to client needs.
Information is provided in relation to a wide range of enquiries regarding eligibility for services, claims processes and how clients can access ongoing payments, health care and other eligible services.
To be successful in this rewarding role, Senior Client Contact Officers need high levels of personal resilience to address sometimes emotional and challenging client circumstances and high workload demands.
Senior Client Contact Officers APS4 work within the Ministerial Engagement and Communications Division of the Department of Veterans’ Affairs (DVA) and the VAN team. They respond to incoming enquiries from members, veterans, (their advocates, representatives) and family members of the Australian Defence Force, as well as third parties, including government departments and agencies, and ex-service organisations. Senior Client Contact Officers possess a broad knowledge of DVA benefits and services and utilise this knowledge to provide information and advice to individuals making enquiries, including referring them to an appropriate business area when their enquiries require more detailed assistance and advice. They record all interactions using DVA systems and contribute to the processing of client system updates and documentation as required. An ability to achieve goals whilst communicating and collaborating effectively with a wide range of stakeholders is paramount.
Senior Client Contact Officers work under the general direction of a VAN Manager (APS 6). They are accountable for delivering advisory and administrative functions with close reference to legislation and DVA policies and guidelines, and exercising judgement to prioritise, manage and complete their work in a timely fashion. Senior Client Contact Officers at the APS 4 level may represent DVA at commemorative events and other ex-service functions, as well as assisting in team management.
APS 4 Senior Client Contact Officers operate in an environment of ongoing learning, and contribute to this by sharing information, knowledge and expertise with other team members. The information they deal with is sensitive and personal and must be managed with respect to the need to maintain its privacy, confidentiality and integrity.
DUTIES
Please see the for a full list of the duties of the role.
ELIGIBILITY
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Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
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All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
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The successful candidate will be required obtain and maintain a Baseline Vetting (AGSVA) security clearance.
NOTES
This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the .
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.
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
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
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Candidate information
