Address- Ongoing & Non-Ongoing 12 - Full Time
- $93,196 - $103,035 (plus 15.4% superannuation)
- Role located in ACT - Deakin
Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.
A new role awaits
The National Contact Centre (NCC) Branch is seeking a highly motivated APS6 Learning and Development to join their team.
The NCC undertakes Contact Centre service delivery implementation and enhancement for participants and providers of the NDIS and oversees the provision and function of the NCC and are the main communication channel for people to contact the NDIS.
The NCC responds to enquiries from participants, prospective participants, providers, organisations and the general public. The NCC completes a range of processing workloads including outbound call campaigns and internal IT support. It delivers a wide range of enquiries and contact services related to the entire NDIS participant and provider pathway.
Where you can add value
As an APS6 Learning and Development, you will be responsible for assisting in the preparation of branch resources and building the capacity and capability of the NCC.
Additional duties include but are not limited to:
- Supporting the identification of program issues and risks, and opportunities for continuous improvement
- Identifying, documenting and escalating local NCC issues and risks to support continuous improvement of NCC processes
- Monitoring and reporting on progress of projects, learning design and facilitation.
- Working with NCC third party providers and key stakeholders to achieve outcomes and ensure consistent services across all NCC channels
Enough about us, let’s talk about you
Our ideal candidate will help to build the capacity and capability of the NCC, Agency staff, Partners and delegates including delivering training and workshops about NCC processes (including proficiency with Articulate) as well as be organised, proactive and able to exceed in a fast-paced work environment. You will have excellent communication and interpersonal skills and display a high attention to detail and possess the ability to make decisions whilst working independently and proactively.
We are on the search for people who can live our values and demonstrate a positive contemporary attitude to people with a disability and value social inclusion and diversity.
Your NDIA ExperienceWe work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we are based far and wide across the country, we make sure nobody feels they are out on their own.
- You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
- Access to higher superannuation and above market leave entitlements
- Competitive remuneration and working conditions that support a positive work life balance
- Access to ongoing professional development and learning
While this role is ideally performed from Deakin – ACT, remote working arrangements may be considered. Other locations will be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months may be offered.
Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
Applications for this role close @ 11:30PM AEDT, 4 April 2024.
If you have any questions, please contact Alex Wiley on 03 5223 0*** or email ************@ndis.gov.au
With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.
NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.
RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.
The health and safety of workers, Participants and other visitors in our offices is our highest priority. Some roles within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory vaccinations.
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