APS 4 Senior Client Contact Officer - Canberra, Australia - Department of Veterans' Affairs

Department of Veterans' Affairs Canberra, Australia

Found in: Talent AU C2 - 6 days ago

Full time

Description

Location: Canberra, ACT
Salary Range: $79,764 - $85,074 + Attractive Superannuation
Contact Officer: Maria Kaltzidis ,

The Department's Veterans' Access Network (VAN) is the Departments first point of contact for general client enquiries and interactions. VAN offices are located in all capital cities and in regional locations across the country, and form part of a national work unit to provide high quality and professional client services to the veteran community.

Senior Client Contact Officers (APS4) work within the Ministerial Engagement and Communications Division of the Department of Veterans' Affairs (DVA) and the Veterans' Access Network (VAN) team. They respond to incoming enquiries from members, veterans, (their advocates, representatives) and family members of the Australian Defence Force (ADF), as well as third parties, including government departments and agencies, and ex-service organisations.

Duties

Undertake telephone and front counter shifts rostered in Work Force Manager (WFM) to support the VAN team during its business hours
Work within legislative and policy guidelines to respond to incoming enquiries from members, veterans and their families (including their advocates and representatives) or third parties via telephone, email and the front counter, including:
- Conducting Proof of Identity (POI) and alert checks in line with DVA policies (e.g., Privacy Policy)
- Providing general information regarding DVA benefits and services, including information about the DVA website and registration for online services
- Escalating more complex enquiries to a more senior Officer
- Providing updates to existing DVA clients on the status of claims
- Scanning, printing and mailing client documentation as required
Refer enquiries requiring specialist input to relevant internal business areas (including Triage & Connect or Open Arms for mental health-related matters
In line with operational reporting requirements, and using DVA's records management systems (e.g., Process Direct and legacy systems) or other databases:
- Register all conversations held with members, veterans and their families, and third parties
- Enter relevant and contemporary data pertaining to clients' claims, assessments and entitlements in collaboration with the Income Support team
Manage time and resources effectively to meet agreed Key Performance Indicators (KPIs)
Collaborate with colleagues and other teams across the organisation to verify and share information, provide updates and seek advice to support effective service delivery and team improvements
Maintain a detailed understanding of DVA benefits and services, as well as the functions of the VAN team, including systems, tools and processes used to assist callers
Participate in formal and on the job training, including e-learning, peer mentoring, team briefs and workshops
Provide feedback to new staff to assist them to understand their role and develop familiarity with DVA's systems, processes and relevant legislation
Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures.
Resolve more complex enquiries escalated by APS 3 Client Contact Officers, including signing off on Change of Circumstance (COC) requests
Draft procedural documents and prepare written responses to email enquiries
Provide mentoring, assistance and guidance to APS 3 Officers and other VAN staff in the resolution of more complex issues and enquiries
Assist in the training of new staff
(Where required) Assume responsibility for office supplies, including ordering new supplies and monitoring/recording accounts
Write and submit Work Health and Safety (WHS) reports
Submit Information Technology (IT) support tickets
Represent VAN at commemorative events and other ex-service functions, including contributing to the preparation of materials
Contribute to the development of procedures relating to VAN client contact activities.

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

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