- Location: Perth, WA
- Salary Range: $104,898 - $119,116 + Attractive Superannuation
- This vacancy has been identified to participate in VetPaths
The Department’s Veterans’ Access Network (VAN) operates as the department’s primary point of contact for general client enquiries and interactions. With offices located in state and territory capitals as well as key regional and rural locations, VAN is a nationally coordinated work unit delivering consistent, high-quality, and professional services to the veteran community. This community includes veterans and their families, current serving members of the Australian Defence Force, and representatives of ex-service organisations. Staff within VAN work in a fast-paced, client-focused environment, responding to a wide range of enquiries and providing guidance on services, entitlements, and supports available through the Department.
Our ideal candidate will demonstrate strong leadership and accountability in managing frontline service delivery within a complex and fast-paced environment. They will bring a proven ability to lead and support a team delivering high-quality services across multiple channels, including face-to-face, phone, email and online. With sound judgement and initiative, they will prioritise competing demands, resolve complex client matters, and ensure the consistent delivery of accurate, timely and professional advice to support positive outcomes for the veteran community. They will be highly organised, outcome-focused, and committed to maintaining service standards while identifying opportunities to improve processes and enhance the client experience.
DUTIES
As an APS 6 Veterans Access Network Manager you will be required to:
- Manage the day-to-day client service delivery and office operations to deliver frontline services for veterans and their families
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Manage a team, including setting expectations, managing performance, identifying and delivering training, building teams and developing others
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Obtain evidence to guide performance discussions and address underperformance by utilising the department’s underperformance policy
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Inspire and motivate a team of client service officers to be innovative, creative and high performing
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Manage the workload of the team by allocating resources, and making sure key due dates are met
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Liaise with key internal and external stakeholders including other DVA business areas, other government departments and agencies
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Undertake and contribute to DVA projects and transformation initiatives and proactively provide feedback to improve systems and processes
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Personally deliver services as required, to support clients who are at risk or have complex needs and are escalated to the manager
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Provide services to the veteran community where the interaction is complex and or contentious
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Management of regional offices and offices co-located with Services Australia.
ELIGIBILITY
- 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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