APS 3 Contact Officer

• Location: Maroochydore QLD
• Salary Range: $70,632 - $75,875 + Attractive Superannuation
• Contact Officer: Steve Bell (07) 3457 7508 steve.bell@dva.gov.au

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.
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.
Duties

• Delivery of a professional telephone enquiry service and provide information on the range of benefits and services provided by DVA
• Guiding and assisting members of the veteran community to appropriate information resources, including the DVA website and registration for MyService
• Conducting client assisted claiming via Process Direct
• Provide tailored services to the local veteran community that is tailored to their needs
• Provide tailored services to the ex-service organisations within the community
• Process client related tasks within Process Direct
• Redirecting more complex enquires to the relevant sections of DVA in line with VAN procedures and escalation protocols
• Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required
• Liaising with other DVA work areas, Government agencies and Ex-Service organisations as required
• Providing administrative and clerical support within the Team and assisting in the preparation of relevant resource materials as required
• Positive participation in process improvement, team planning and own performance management activities
• Entering data accurately and efficiently whilst running multiple applications simultaneously, including internet / intranet, MS window, Client Contact recording system and various management information systems
• Manage time, resources and accuracy of work processing to effectively meet agreed targets and performance standards and participate constructively in forward.

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 to18 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: