- Location: Maroochydore, QLD - Wodonga, VIC
- 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.
The VAN assists with both general and specific client enquiries and covers all areas of DVA services and programs. It also as acts as a conduit between clients and specific DVA business areas for more complex enquiries.
The types of services VAN staff provide include:
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Face to face: DVA clients can visit VAN offices and Services Australia co-locations to receive service and support, lodge paperwork and receive assistance with submitting claims.
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Telephone: the VAN provides high level of customer service through DVA’s telephony platform.
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General Enquiries: the VAN assists DVA clients through online and paper-based general enquiries.
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RTS mail: the VAN processes all mail returned to DVA via Australia Post.
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VRP client assist: the VAN staff process Veterans' Recognition Program applications and troubleshoot anomalies.
To provide these services, VAN staff need a broad knowledge base of DVA services and entitlements. This knowledge takes training, time and a lot of experience to acquire.
DUTIES
As an
APS 4 Senior Client Contact Officer you will be required to:
- Undertake telephone and front counter shifts rostered in Work Force Manager (WFM) to support the VAN team during its business hours
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Work within legislative and policy guidelines to respond to incoming enquiries from members, veterans and their families (including their advocates and representatives) or third parties via telephone, email and the front counter
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Refer enquiries requiring specialist input to relevant internal business areas (including Triage & Connect or Open Arms for mental health-related matters
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In line with operational reporting requirements, and using DVA’s records management systems (e.g., Process Direct and legacy systems) or other databases:
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Register all conversations held with members, veterans and their families, and third parties
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Enter relevant and contemporary data pertaining to clients’ claims, assessments and entitlements in collaboration with the Income Support team
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Manage time and resources effectively to meet agreed Key Performance Indicators (KPIs)
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Collaborate with colleagues and other teams across the organisation to verify and share information, provide updates and seek advice to support effective service delivery and team improvements
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Maintain a detailed understanding of DVA benefits and services, as well as the functions of the VAN team, including systems, tools and processes used to assist callers
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Participate in formal and on the job training, including e-learning, peer mentoring, team briefs and workshops
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Provide feedback to new staff to assist them to understand their role and develop familiarity with DVA’s systems, processes and relevant legislation
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Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures.
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Resolve more complex enquiries escalated by APS 3 Client Contact Officers, including signing off on Change of Circumstance (COC) requests
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Draft procedural documents and prepare written responses to email enquiries
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Assist in the training of new staff. Providing mentoring, assistance and guidance to APS3 Client Contact Officers and other VAN staff in the resolution of more complex issues and enquiries
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Write and submit Work Health and Safety (WHS) reports
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Submit Information Technology (IT) support tickets
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Represent VAN at commemorative events and other ex-service functions, including contributing to the preparation of materials
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Contribute to the development of procedures relating to VAN client contact activities.
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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Any successful candidate external to DVA offered employment will be required to 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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Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.
NOTES
This recruitment process may be 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.
We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:
- Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
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Aboriginal and Torres Strait Islander peoples
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People with disability
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People who identify as LGBTQIA+
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People from culturally and linguistically diverse backgrounds
We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.
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.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.
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