- Salary Range: $70,632 - $85,074 + Attractive Superannuation
- Contact Officer: [email protected]
The Client Assist Contact Centre is the 24/7 national phone service that provides support and information to clients (and stakeholders) and supports Open Arms’ service provision as the initial point of contact.
A Senior Service Support Officer (SSSO) is responsible to the Service Support Team Leader (SSTL). They will assist in managing the Client Assist Contact Centre’s day-to-day administrative support functions to clients and the clinical service delivery staff, to ensure quality services to the veteran community and their families.
Service Support Officers (SSOs) provide administrative and operational support, which may include a mix of telephony, clerical, administration, procedural, information technology and other corporate activities. They will be part of the Client Assist Contact Centre in Open Arms – Veterans and Families Counselling. The Client Assist team is responsible for supporting Open Arms’ service provision around the country.
You will be supported through the provision of ongoing learning and development opportunities, with work from home and office options available.
We are seeking candidates who thrive in a fast paced, dynamic environment, who will have demonstrated experience in working with a telephone based clinical service or, an understanding of the opportunities and challenges of working within a call-centre environment. We are seeking candidates with a high level of IT skills across multiple software suites, enhanced interpersonal skills and demonstrated problem solving capabilities. Candidates will proactively contribute to and enhance a positive team culture as frontline representatives of the Open Arms service and as APS employees.
APS 3 SERVICE SUPPORT OFFICER - CLIENT ASSIST
Service Support Officers (SSOs) provide administrative and operational support, which may include a mix of telephony, clerical, administration, procedural, information technology and other corporate activities. They will be part of the Client Assist Contact Centre in Open Arms – Veterans and Families Counselling. The Client Assist team is responsible for supporting Open Arms’ service provision around the country.
The Service Support Officer provides the front line of customer service for clients who may be facing significant or complex challenges. They will be responsible for the accurate recording of clients’ details before transferring the client to an Intake Clinician for an intake assessment. Where appropriate, Service Support Officers will exercise a degree of discretion to assist the clients with less complex requests. This may involve collaborating with others and connecting with the regional offices, relevant government or community services to deliver the best service offer, encouraging the use of self-managed and digital services, and support operations.
Service Support Officers undertake their work to achieve results in line with agreed goals and business plans but will also be pro-active in developing and driving best practices in relation to the operating rhythm of the team.
Duties
Please refer to Candidate Information Pack for a list of duties related to this role. This can be found at the link used to apply.
Mandatory Requirements & Experience
- Currently hold or ability to obtain a Working with Vulnerable People registration AND, OR
- Currently hold or ability to obtain a Working with Children check AND
- Demonstrated professional experience in the conduct of business operations and supporting service delivery within a mental health service and government environment, and strong written and verbal communication experience, assessed against the APSC WLS.
APS 4 SENIOR SERVICE OFFICER - CLIENT ASSIST
A Senior Service Support Officer (SSSO) is responsible to the Service Support Team Leader (SSTL). They will assist in managing Client Assist Contact Centre’s day-to-day administrative support functions to clients, and to the clinical service delivery staff, to ensure quality services to the veteran community and their families.
The Client Assist Contact Centre is a 24/7 national phone service that provides support and information to clients (and stakeholders) and supports Open Arms’ service provision as the initial point of contact.
SSSOs will be expected to perform the traditional administrative duties of a Service Support Officer (SSO), including call taking, appointment management and response to online enquiries. In addition, SSSOs will act as an immediate escalation point to support SSOs in real-time. SSSOs may assist the SSTL in identifying process improvement opportunities and areas of development within the SSO Team.
Duties
Please refer to Candidate Information Pack for a list of duties related to this role. This can be found at the link used to apply.
Mandatory Requirements & Experience
- Currently hold or ability to obtain a Working with Vulnerable People registration AND, OR
- Currently hold or ability to obtain a Working with Children check AND
- Demonstrated professional experience in the conduct of business operations and supporting service delivery within a mental health service and government environment, and strong written and verbal communication experience, assessed against the APSC WLS.
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).
- 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.
- 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 Candidate Information Pack.
Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to 23 months.
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
Candidate Information Pack Opens in new window
