Aps 4 Senior Service Support Officer

• Location: Brisbane, QLD
• Salary Range: $76,696 - $81,802 + Attractive Superannuation
• Contact Officer: Anita McCaffrey 0499 972 553 Anita.McCaffrey@dva.gov.au

Open Arms – Veterans & Families Counselling (formerly VVCS) is Australia’s leading provider of high quality mental health assessment and clinical counselling services for Australian veterans and their families. Open Arms are focused on meeting client needs through a combination of proven clinical practices and new and emerging evidence-based approaches.
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

• Assist the Service Support Manager in supervising APS Level 3 Service Support Officers. Including monitoring performance, setting priorities, task allocation, and identification of training needs.
• Contribute to overall service delivery via Queue Management duties;

• Monitor and ensure compliance to telephony schedule and standards.
• Facilitate timely resolution of process and procedural queries.
• Provide process knowledge and support to the team.
• Develop and implement strategies for managing the workload to ensure performance expectations are met.
• Ensure staff are allocated appropriate work and skill tags.
• Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping.
• Undertake more complex administrative duties.
• Provide admin training assistance to the Learning and Development Coordinator.
• Be available to work in a rostered environment and adhere to work schedules.
• Other duties as determined.
• Understand and support the vision, mission and business objectives of Open Arms.

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: