APS3 Participant Support Officer
Are you passionate about making a difference in the lives of Australians with disabilities? We are seeking dedicated and motivated APS3 Participant Support Officers to join the team.
* Hourly Rate: $ Super
* Contract Length: 12-month assignment with the possibility of extension
* Full-Time Hours: 8:30am to 4:30pm, Monday to Friday; Onsite all 5 days
* Location: Warrnambool
* Start Date: ASAP, pending clearances
* Australian Citizenship is required
Key skills required for role:
* Providing high quality customer service as the first point of contact and resolution for participants, customers, and stakeholders in person at front in house, over the phone and via email.
* Resolving customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by appropriate team, government, or community service as per the work instructions, operational guidelines, and Ministerial direction.
* Triaging of moderately complex enquiries to the appropriate team.
* Managing and resolving participant matters as per work instructions, operational guidelines, and Ministerial direction.
* Making outbound calls to NDIS participants, providers, and other stakeholders.
* Undertaking suitability assessments for entry and exits into specialist planning streams.
* Managing inboxes, including triaging, and making decisions on priority and escalated participant matters and referring to appropriate service delivery teams.
* Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
* Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
* Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.
Desirable skills to have for the role:
* Empathy and excellent customer service skills for handling sensitive or challenging conversations.
* Problem solving and decision making based on evidence and sound judgment.
* Ability to manage multiple tasks, meet deadlines and adhere to schedules.
* Ability to adapt to change and work in dynamic environments.
How to Apply
If you're ready to make a meaningful impact, we want to hear from you
Apply directly using the link provided or by submitting your CV. For confidential discussion, please don't hesitate to contact me:
Please note: Applications for this role close at 12pm on 1st October 2025.