Address Salary Range: $67,915 - $72,957 + Attractive Superannuation
Contact Officer: Rosemary Simpson (07) 4722 3307 Rosemary.Simpson@dva.gov.au
Client Contact OfficersAPS 3 work within the Client Engagement & Support Services Division of the Department of Veterans’ Affairs (DVA) and the Veterans’ Access Network (VAN) team. They respond to incoming enquiries from members, veterans, (their advocates, representatives) and family members of the Australian Defence Force (ADF), as well as third parties, including government departments and agencies, and ex-service organisations. 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. 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. When challenging enquiries arise, APS 3 Client Contact Officers refer to APS 4 Client Contact Officers, who also provide training and mentoring in responding to more complex queries. 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 3 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
Undertake telephone and front counter shifts rostered in Work Force Manager (WFM) to support the VAN team during its business hours
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, including:
Conducting Proof of Identity (POI) and alert checks in line with DVA policies (e.g. Privacy Policy)
Providing general information regarding DVA benefits and services, including information about the DVA website and registration for online services
Escalating more complex enquiries to a more senior Officer
Providing updates to existing DVA clients on the status of claims
Scanning, printing and mailing client documentation as required
Refer enquiries requiring specialist input to relevant internal business areas (including Triage & Connect or Open Arms for mental health-related matters
In line with operational reporting requirements, and using DVA’s records management systems (e.g. Process Direct and legacy systems) or other databases:
Register all conversations held with members, veterans and their families, and third parties
Enter relevant and contemporary data pertaining to clients’ claims, assessments and entitlements in collaboration with the Income Support team
Manage time and resources effectively to meet agreed Key Performance Indicators (KPIs)
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
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
Participate in formal and on the job training, including e-learning, peer mentoring, team briefs and workshops
Provide feedback to new staff to assist them to understand their role and develop familiarity with DVA’s systems, processes and relevant legislation
Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures.
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.
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 18 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
