APS 4 Compensation Support Officer - Melbourne, Australia - Department of Veterans' Affairs

Description

• Location: Melbourne, VIC
• Salary Range: $79,764 - $85,074 + Attractive Superannuation
• Contact Officer: Simon Adler ,

The Client Benefits Division (CBD) delivers products and services to give effect to defined DVA policy outcomes. The Division is responsible for case management including registration, assessments, determinations, reconsiderations and reviews, as well as operational support activities such as quality assurance and compliance, performance reporting, and business coordination and improvement, business systems administration.

VEA Compensation and Support (VCS) is a multi-disciplinary branch responsible for the management and assessment of compensation claims and the divisional focus on procedures, planning and delegate learning and development. Our clients are serving and former defence force members, veterans and legatees. Depending on the dates and type of service, eligibility can fall under one or more of the applicable legislations.

Duties

• Start-up claims and follow up outstanding information and keep orderly claims management practices, including appropriate dates for tasks and ensuring the ISH claim timeline has a clear updated status recorded.
• Assist members of the veteran community (DVA clients) to access DVA programs
• Work with DVA clients to provide information to progress their claim or to access interim supports.
• Take advantage of all learning and development
• Review the status of claims under investigation and progress the claims as per the request of the team leader or claims manager (primarily gathering outstanding information)
• Manage email boxes for incoming claim documentation. Refer information to correct staff member, the correct area or resolve client enquiry at the first contact
• Demonstrate high-level client service skills, including phone & written contact with clients & internal/external stakeholders
• Be available to receive direct phone calls from clients
• Staff Allocations – allocating work to staff
• The stakeholder engagement may include but is not limited to providing updates on the claim investigation; requesting outstanding information and explaining the claim journey to the client. Majority of contact will be via the phone, but we also utilise email, letters and text messaging services.
• Respond in a timely manner to stakeholder requests
• Accurately recording work completed in a logbook and providing that to your supervisor on a regular basis (as outlined by your supervisor)
• Placing appropriate documentation on client's electronic file (filing and titling, correctly)
• Meet all KPIs on a weekly basis that will focus on expected number of claim updates to be completed and the work will have a randomised QA check periodically, with an expected result of >95% accuracy
• Ability to work efficiently as part of a small team to meet both individual and team performance
• Undertake other administrative duties as directed

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Notes

This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit:

Candidate Information Pack Opens in new window