Who We Are
Mallee District Aboriginal Services (MDAS) is a proud Aboriginal Community Controlled Organisation (ACCO), guided by the voice of our Elders and Community.
Our Elders Describe Our Reason For Being As
* Employed by our Community, to work for our Community — engaging, educating and empowering individuals, families and Community on their journey to self‐determination.
* Committed to being a leading Aboriginal organisation that makes a genuine and practical difference in the lives of our clients, families and Community.
* Grounded in LORE, which underpins who we are, what we do and why we do it.
* Guided by strong leadership, community engagement and a supportive workplace culture.
Our Purpose
MDAS Exists To
* Heal, support, serve and protect Aboriginal communities across the Mallee Region.
* Strengthen healthy, resilient and capable Aboriginal people and families.
* Care for, empower and guide our Mob through culturally safe, holistic and Community‐led services.
Position Summary
This is an Aboriginal and/or Torres Strait Islander Identified Position. Only Aboriginal and/or Torres Strait Islander people are eligible to apply. The Customer Service Officer is the first point of contact for patients, clients and Community members accessing MDAS services. This role is critical in creating a welcoming, culturally safe and respectful environment.
You will provide high‐quality customer service and administrative support across the organisation, assisting clients and Community members with professionalism, care and cultural understanding. The role may also provide relief in other areas of MDAS as required.
Key Responsibilities
Customer Service and Reception
* Welcome clients, patients and Community members in a culturally safe and respectful manner.
* Receive and direct enquiries to appropriate services or staff.
* Maintain a professional and welcoming reception environment.
Administrative and Office Support
* Provide general administration support across MDAS, including document preparation, filing, correspondence, room bookings, catering and stationery ordering (in consultation with Finance).
* Manage incoming phone calls, emails and faxes, ensuring accurate message recording and timely distribution.
* Welcome professional visitors and support meetings with senior leadership, Managers, Directors or the CEO.
* Undertake other duties as directed.
Customer and Community Support
* Schedule appointments and manage bookings.
* Assist clients requesting funeral assistance to complete required forms and access eligible support.
* Support holiday programs, welfare reference lunches and Community activities.
* Arrange and coordinate client transport as required.
Medical Administration Support
* Greet clients attending Health Services and confirm appointment details.
* Maintain accurate client records in Communicare, including biographics and PRODA.
* Support clients with general health enquiries and connect them with appropriate services.
* Inform clients of delays or service changes.
* Assist with transport and mobility support, including prescription collection and delivery where required.
* Liaise with external providers such as pathology services and specialists.
* Scan and code client information and results into Communicare.
* Support GP and visiting specialists with daily administration and follow‐up.
* Manage recalls, reminders and Medicare billing processes.
Quality, Compliance and Safety
* Participate in quality improvement activities and reporting.
* Promote continuous improvement through "Do, Check, Act" practices.
* Identify and report workplace risks and maintenance issues.
* Follow MDAS policies when supporting distressed or vulnerable clients.
Corporate Responsibilities
* Uphold MDAS values that respect Aboriginal culture, history and connection to Country.
* Support compliance with legislation, policies and audit processes.
* Work collaboratively with internal teams to support holistic service delivery.
Key Selection Criteria
Service Excellence
* Demonstrated client‐centred approach with empathy, respect and care.
* Ability to represent MDAS in a professional and positive manner.
Technical Skills
* Experience using office equipment and software, including word processing, spreadsheets and databases.
* Strong attention to detail and accuracy.
Communication and Interpersonal Skills
* Strong communication skills, with the ability to engage respectfully with Aboriginal and Torres Strait Islander people.
* Ability to maintain confidentiality and exercise sound judgement.
Cultural Knowledge and Respect
* Strong commitment to culturally safe and inclusive service delivery.
* Willingness to learn and strengthen cultural knowledge and capability.
Qualifications and Requirements
* Relevant qualification in Business Administration, Medical Administration or a related field, or willingness to undertake.
* Level II First Aid or willingness to obtain.
* Current Australian Driver Licence.
* Current Victorian Working with Children Check (Employee).
* Current National Police Check.
Child Safety and Vaccination
MDAS is a Child Safe Organisation and is committed to protecting the safety and wellbeing of children at all times. Employment is subject to satisfactory police and Working with Children checks.
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