APS Level 5

Sydney NSW, Brisbane QLD, Adelaide SA, Perth WA

$93,660 - $100,132 About The Department Of Employment And Workplace Relations We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer. We provide the framework for fair and productive relationships between employers and employees.

We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities. With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

It is our ambition to do things differently, to create the ‘department of great jobs’– where our people reflect our purpose.

The Role The APS5 Quality Development Officer supports the delivery of high-quality service outcomes by providing quality assurance, coaching and guidance to frontline staff, while managing complex and sensitive matters within a high-volume operational environment. Staff operate in a fast-paced and at times psychosocially demanding environment requiring resilience, professionalism and the ability to manage challenging or sensitive interactions. It contributes to building capability, confidence and resilience across frontline teams and requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.

Duties and Responsibilities Responsibilities of the APS5 Quality Development Officer may include: Undertaking quality assurance activities, including reviewing and clearing work, to ensure consistent, accurate and compliant outcomes. Coaching and supporting staff through technical advice, feedback and facilitated development activities. Investigating and resolving complex cases, complaints and escalated enquiries, including highly sensitive matters.

Managing or supporting complaint handling processes, ensuring outcomes are fair, consistent and aligned with policy and legislation. Preparing transparent, accurate and evidence-based written material,



including Ministerial, Executive, Freedom of Information and Ombudsman correspondence, identifying sensitivities as required. Assessing and actioning complex requests requiring sound judgement, including matters involving conflict of interest or relationship breakdown.

Supporting consistent decision-making by applying legislation, policy and operational guidelines, and identifying risks where appropriate. Communicate clearly and professionally, both verbally and in writing, adapting communication style to suit different audiences and circumstances.

Respond to a range of enquiries and requests, including those requiring sensitivity and sound judgement, within agreed timeframes and in accordance with policy and procedures.

Navigating multiple IT systems concurrently while responding to customer interactions, maintaining accuracy, efficiency, and effective communication through both verbal and written channels.

Building and maintaining effective working relationships with team members and stakeholders in a frontline service delivery environment. Managing competing priorities in a fast-paced environment while maintaining quality, accuracy and timeliness. Contributing to continuous improvement activities, including the development and review of procedures and guidance materials.

A commitment to working in a scheduled environment, demonstrating reliability, punctuality, and adherence to set rosters, or standard operating hours.

How to Apply Applications are to be submitted using the department’s eRecruit (online recruitment) system. When submitting your application you will be asked to provide: Resume and referees: A current, concise resume outlining your work experience, relevant skills and qualifications. You will also need to provide details of two referees who can confirm your current performance, conduct, suitability, and the claims made in your application.

At the time of lodging the application, you will also be asked to complete a scenario-based multiple-choice assessment:



Multiple-choice assessment: The assessment is not a memory test. It is designed to assess how well candidates can read information, find the right details, and apply them accurately. The organisation, program, and rules used in the assessment are entirely fictional and candidates do not need any prior knowledge of a real government program.

Recruitment processes within the APS rely on merit. We have mechanisms in place to ensure applicants are doing the right thing. You must not share or discuss any information relating to the assessments at any time, particularly while the recruitment process is active.

Sharing information such as assessment questions, sharing responses or having someone complete an assessment on your behalf goes against merit. Applicants are expected to ensure all answers and responses are their own responses and not obtained from another source. Applicants found to have jeopardised the integrity of a process will be investigated and risk having their application withdrawn, or for APS employees, the matter may also be referred for investigation as a suspected breach of the Code of Conduct.

If you choose to use AI to support you during recruitment, it’s important you understand the department’s guidelines for candidate use of AI throughout the recruitment process. The APS work level standards outline the expectations for each classification level and can be used as a guide when preparing your application.

Eligibility

Don’t meet all the role requirements? At DEWR we are dedicated to building a diverse and inclusive workforce and seek to recruit staff with a wide range of backgrounds, skill levels, disciplines and working styles. If this role resonates with you and you are excited about making an impact, but your past experience doesn’t align perfectly, we encourage you to apply anyway.

Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Security

Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance. Please refer to the Job Information Pack for more information about the role.

Job Information Pack

Opens in new window Job Information Pack Opens in new window

📌 Quality Development Officer (Perth)
🏢 Department of Employment and Workplace Relations
📍 Perth