APS4 and APS5 Redress Officer

Job description

We are seeking APS4 and 5 Redress Officers to join a Federal Government department located in Perth WA, This labour hire contract is 12 months with an option to extend, which includes paid leave and 15.4% superannuation. We are currently taking Expression of interest for these roles which are due to commence in the new year.

The Scheme is a high priority for the Government and the department, with the ongoing commitment to continually improve outcomes for survivors. The Scheme 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 empathetic, survivor focused, trauma informed support.

Job Purpose:

The Operations and Outcomes Branch is responsible for managing the end-to-end process for applications made under the National Redress Scheme and act as a first point of contact for the Scheme through the National Information Line. This includes liaising with applicants over the phone, receiving, validating and progressing applications for Redress and advising outcomes to applicants.

APS4/5 Redress Officers are responsible for managing aspects of the end-to-end process for applications under the National Redress Scheme. Under limited direction, Redress Officers are accountable for organising workflow and escalating risks and issues when needed. Redress Officers will take inbound calls to take verbal responses to information requested by the Scheme. The roles have exposure to sensitive material in writing and verbally and -will have exposure to difficult issues that could require liaising with a range of internal and some external stakeholders.

Please note these positions require you to work on-site.

Your duties:
Strategic Direction:

• Applies and supports the objectives of the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to ensure compliance with privacy protocols and contributing to operational process efficiency.
• Actively research and analyse information, providing recommendations and supporting evidence to the delegate when preparing request for information packages.

Achieve Results:

• Make and receive calls to applicants and their nominees (this includes receiving calls from the National Redress Scheme phone line and collecting details of abuse from applicants) to progress application outcomes.
• Prepare, edit and quality check letters and notices sent to applicants, nominees and institutions.

Productive Working Relationships:

• Under limited direction and to performance standards, be accountable for organising workflow and escalating risks and issues when needed, to support team outcomes
• Actively listen to staff, colleagues and stakeholder to build positive partnerships to progress applications and provide professional service, while escalating risk and issues when needed.

Personal Drive and Integrity:

• Take personal responsibility for keeping accurate and comprehensive records in Case Manager or other systems, or while assisting callers to navigate and access a range of Redress Services.

Communicate with Influence:

• Communicate clearly with applicants and provide cultural support

To be successful in the role you will have:

• Strong attention to detail with excellent written and verbal communication skills.
• Able to problem solve and make decisions based on evidence and sound judgement.
• Agile, self-awareness and the ability to self-manage in a diverse team with a high workload.
• Strong sense of empathy and ability to handle sensitive, confronting or escalated conversations.
• Engages in research and makes decisions based on subject matter knowledge, evidence and judgement.
• Ability to work in a changing environment including undertaking calls that are complex in nature.
• Applies legislation, policies, procedures and information management requirements.

Additional information regarding positions within Operations and Outcomes Branch:

Staff within the branch will have direct or indirect contact with details of child sexual abuse in applications or over the phone. Phone calls may involve conversations with distressed survivors and collecting abuse information. 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 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 program is available to all staff. Participation in training and wellbeing programs 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.
If you are interested in this role, please APPLY NOW or email Sam Pack at DFP Recruitment on spack@dfp.com.au.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

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 adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

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