About Veterans First Consulting:
Veterans First Consulting is Australia’s largest veteran advocacy organisation, securing over $600 million in compensation for Australian Defence Force veterans. We pride ourselves on delivering exceptional results with transparency, speed, and care. Our marketing team plays a key role in building awareness, fostering trust, and communicating our mission to the veteran community.
You’ll bring ideas to life through engaging graphics, well-designed marketing collateral, and consistent brand execution, helping us communicate our message to Australian veterans and the broader community.
This is a work-from-home opportunity open to candidates anywhere in Australia
About the role:
The Permanent Impairment Representative is responsible for managing the entire Permanent Impairment (PI) claim journey for veterans. This role requires efficient evidence gathering, coordination with medical providers, proactive management of claim progress, and delivery of clear outcomes aligned with legislative and policy frameworks.
This position is critical in ensuring veterans receive accurate, timely, and fair determinations, while also managing their expectations and supporting them through the conclusion of their claim.
Key Responsibilities
• Manage the end-to-end Permanent Impairment claims process for veterans under MRCA
• Efficiently gather evidence and documentation required for PI claims
• Make referrals to treating medical providers, ensuring accurate and timely completion of reports
• Provide clear communication and expectation management for veterans throughout the PI process
• Monitor claims to ensure DVA is processing efficiently and escalate delays where required
• Review and interpret PI determinations against the GARP M to ensure accuracy and compliance
• Deliver and explain PI determinations to veterans in clear, accessible language
• Assist with the finalisation of claims and next steps
• Maintain accurate and detailed case notes within the firm’s case management system
• Ensure compliance, confidentiality obligations, and professional standards
Experience/ Qualifications:
• Recent experience as a DVA Permanent Impairment Claim Support Officer (CSO) or Delegate - This is a mandatory requirement for the position.
• Strong working knowledge of the GARP M and Permanent Impairment legislation and policy
• Proven ability to interpret medical and legal documentation and apply it to PI assessments
• Demonstrated experience liaising with medical providers and coordinating evidence gathering
• Excellent written and verbal communication skills, with the ability to explain complex determinations clearly to clients
Highly Desirable
• Experience working with veterans or within a veteran support context
• Strong stakeholder management skills, particularly with DVA and medical providers
• Familiarity with case management systems and document control processes
• Ability to work autonomously while meeting performance targets
Key Attributes
• Detail-oriented with strong analytical and problem-solving skills
• Resilient and adaptable in managing competing priorities and client expectations
• Compassionate and professional in supporting veterans through sensitive processes
• Results-driven with a focus on timely and accurate claim outcomes