Job Title

We are seeking APS4 and APS5 Redress Officers to join a Federal Government department located in Perth CBD, WA. This labour hire contract is up to 12 months with possible extension. $41.79 per hour plus 15.4% Superannuation (APS4) $45.89 per hour plus 15.4% Superannuation (APS5) Duration: Initial 612-month contract with possible extension Location: Perth CBD Hours: Full-time 37.5 hours per week (between the hours of 8am to 5pm no guarantee of set hours) Type: Max-term contract Leave: Paid leave entitlements included Please note: NO WFH available for these positions. Due to the sensitive and confidential nature of the phone calls, all hours worked will require you to be on-site. 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 peoples lives. The department is committed to the success of the Scheme and developing high performing staff who provide empathetic, survivor focused, trauma informed support. 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. What you will do Communicate effectively and sensitively with applicants, nominees and support services of the National Redress Scheme Selfawareness and ability to selfmanage in a complex, changing environment whilst in a diverse team with high workload in a highrisk environment Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018, and relevant policies, procedures and guidelines to: Check the application is valid Conduct detailed research and analysis to correctly identify participating institution(s) Collect information from applicants Assess the application and any supporting documentation Provide a recommendation on Scheme eligibility Work as a case coordinator for an applicant Communicate with applicants, nominees Keep accurate and comprehensive records (including report writing, case notes, and official records) Advise applicants on redress legislation, policy, procedures and payments Resolve applicant enquiries Provide quality control and quality assurance on applications for redress and check the work quality of others Demonstrate empathy and understanding and communicate effectively in a trauma informed way Be resilient, persistent, resultoriented and accountable for decisions and actions Research and make decisions based on subject matter knowledge and judgement Manage time and organiser work against performance expectations Communicate messages in a clear, concise and articulate way Maintain a high level of accuracy and attention to detail in reading, writing and talking about applications and how they are processed Ability to work collaboratively to manage high workload in a sensitive environment Additional information regarding positions within Redress Group Staff within the Group may have direct or indirect contact with details of child sexual abuse in applications or over the phone. Candidates should consider their capacity to manage the risks associated with working with this content on a daytoday 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 programme is available to all staff. Participation in training and wellbeing programs may be compulsory for some roles. Duties may include some or all the following: Provide inbound and outbound telephony support to applicants, their nominees and other callers to the relevant NRS 1800 number Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions Under limited direction, be accountable for organising workflow and escalating risks and issues when needed Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants Resolve routine and nonroutine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues Assist callers to navigate and access a range of Redress Support Services Contribute new ideas, including the identification of efficiency improvements for service delivery Write, edit and proofread Communicate confidently and present messages in a clear, concise and articulate way Manage time and organiser work against performance expectations Develop and maintain stakeholder relationships Research and make decisions based on a subject matter knowledge and judgement Legislation, policies, procedures and information management requirements Relevant government privacy, ethics and workplace health and safety and security protocols Ability to interpret complex information and identify key aspects to support validation, assessment and recommendation processes Highlevel research and analytical skills to make accurate conclusions based on information and evidence High level of accuracy and attention to detail in reading, writing and talking about applications, their processing and recording Selfawareness and ability to selfmanage in a complex, changing environment whilst in a diverse team with high workload in a highrisk environment Attributes Maintains a welldeveloped understanding of relevant legislation and policy frameworks Demonstrates empathy and understanding and communicates effectively in a trauma informed way including through letters and reports Resilience, persistent, resultoriented and accountable for decisions and actions Demonstrates high emotional intelligence and ability to recognise and manage own emotions in a stressful environment Demonstrates sound judgement and logical reasoning in decision making and is accurate when dealing with detailed information and documentation Approachable and accessible to other team members and others Able to work in a team environment and perform under pressure Committed to continuous improvement Risk aware and escalates issues to manager as required PRE-EMPLOYMENT REQUIREMENTS Be an Australian Citizenship at time of application Provide documentation to confirm citizenship Hold a Federal Baseline Clearance or be able to obtain and maintain this level of clearance (may take up to 48 weeks to obtain a baseline clearance before commencement of position) HOW TO APPLY If you are interested in this role, please APPLY NOW or call Samantha Pack on (03)85457508 or email [email protected] for further information. 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 [email protected] 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. By clicking ''apply'', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via Do not submit any sensitive personal information in your resume. #J-18808-Ljbffr