Aps4 and aps5 redress officer

We are seeking APS4 & APS5 Redress Officers to join a Federal Government department located in Hobart. This labour hire contract is up to 12 months, which includes paid leave and 15.4% superannuation.

The Scheme is a high priority for the Government and the department, with an ongoing commitment to continually improve outcomes for survivors. It interacts with survivors to provide an outcome that can make a real difference in people's lives. The department is committed to the success of the Scheme and developing high performing staff who provide empathic, survivor‐focused, trauma informed support.

• Provide inbound and outbound telephony support to applicants, their nominees and other callers to the relevant NRS 1800 number.
• Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions.
• Under limited direction, be accountable for organising workflow and escalating risks and issues when needed.
• Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants.
• Resolve routine and non‐routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues.
• Assist callers to navigate and access a range of Redress Support Services.
• Contribute new ideas, including the identification of efficiency improvements for service delivery.

• Communicates confidently and presents verbal and written messages in a clear, concise and articulate manner.
• Understands trauma informed principles and their importance in providing a high level of service.
• Applies legislation, policies, procedures and information management requirements.
• Demonstrates high level accuracy and attention to detail in the processing and recording of information.
• Has the ability to self‐manage in a complex, changing environment with a high workload.
• Demonstrates critical thinking and problem solving with a solution‐focused approach.

Staff within the Group may have direct or indirect contact with details of child sexual abuse in applications or over the phone. Candidates should consider their capacity to manage the risks associated with working with this content on a day‐to‐day basis. As part of working on the Scheme, you will be required to declare any conflicts of interest in relation to the Scheme upon commencement and then at regular reviews while working on the Scheme. The Group is committed to the wellbeing of staff. Due to the sensitive nature of the content, a dedicated wellbeing programme is available to all staff. Participation in training and wellbeing programmes may be compulsory for some roles.

Applicants are required to hold Australian Citizenship at time of application and hold a baseline security clearance. Candidates who do not currently hold a baseline must be able to obtain and maintain this level of clearance.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can meet your accessibility needs.

DFP is an equal opportunity employer and encourages applicants from all backgrounds to apply. We do not discriminate on the basis of age, gender, race, disability, sexual orientation, religion or any other protected characteristic.