Service Support Officer

A Service Support Officer provides the front line of customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community. 

• Provide high quality customer service as the first point of contact for clients, visitors and stakeholders, in person, over the phone or via email and SMS. 
• Resolve client enquiries, provide information and options in accordance with policy and procedures, and refer to relevant service delivery team. 
• Provide frontline administrative support and first point of contact to clients presenting for in-centre appointments including appointment management activities via the Client Management System.
• Provide administrative support in the coordination of regional events inclusive of group treatment and educative programs, internal meetings, and community based events. 
• Provide administrative support across all service delivery streams inclusive of data entry, record keeping, and workflow tasks.
• Deliver correspondence both internally and externally related to client allocations, referrals, appointments, and service satisfaction.
• Provide administrative support to external referral platforms including contracted health providers and external stakeholders.
• Support the daily operations of the region including management of regional correspondence and deliveries, arranging travel, processing invoices, raising resource requests and responding to property and maintenance issues. 
• Support the Assistant Practice Manager in reporting quality assurance and operational data. 
• Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.

• 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.
• The successful candidate will be required obtain and maintain a Baseline Vetting (AGSVA) security clearance.

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.

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.

The Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we support. DVA is both a policy and service delivery agency. We have strong relationships with Australian ex-service organisations, Federal and State Government agencies and the veteran community. DVA’s vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.