Beaumont&Beaumont; are seeking applications for Case (Decision) Coordination Officers at the APS5 equivalent level to join a Commonwealth Government Department in Canberra.
This role is an in-office, full-time opportunity, with a market-competitive salary, 15.4% superannuation, and access to leave entitlements.
Benefits:
Full-time opportunity.
Work-life balance with regular office hours.
Competitive salary with 15.4% superannuation and access to leave entitlements.
Ability to accrue 7.5 hours flex, plus potential for overtime.
Good internal well-being structures to support staff.
Highly professional workplace with training provided.
Skills and Experience:
Experience with case management and application processing involving problem solving, difficult content and/or working with vulnerable people.
This role may require advanced computer and digital literacy, and experience using Copilot, AI tools, or other automation technologies would be highly regarded.
Qualifications in community services, social work, counselling, psychology and other qualifications related to mental health are not mandatory but will be very highly regarded.
Experience in community services, mental health, counselling, psychology, and well-being related areas.
Experience working in trauma informed environments engaging with vulnerable sectors of the community in person and over the phone.
Solid 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 over the phone.
Ability to work in a changing environment including undertaking calls that are complex in nature.
Applies legislation, policies, procedures and information management requirements.
Duties:




Support decision-making processes through the coordination of casework, management of documentation, stakeholder liaison, and completion of administrative activities within a high-volume operational environment
Support process improvement and enhance administrative efficiency through through automation and use of technical skills.
Applies and supports the objectives of relevant policies, procedures and guidelines to ensure compliance with privacy protocols and contribution to operational process efficiency.
Prepare, edit and quality check letters and notices sent to applicants, nominees and institutions.
Organise and manage own workflow under limited direction and escalate risks and issues when needed.
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.
Make and receive calls to applicants and their nominees (this includes receiving calls from the Scheme's phone line and collecting details of abuse from applicants) to progress application outcomes.
Support strategic objectives of the team and remain flexible to undertake other duties as the needs of the team and the Scheme change.
To be eligible for this role you must be willing and able to obtain a Baseline Security Clearance with the Australian Government Vetting Agency, or have an existing or recently inactive clearance of that level.
As such, you must be an Australian citizen to obtain that clearance.
This role involves exposure to details, material and subject matter relating to child sexual abuse.
It may also involve phone calls with distressed survivors and collecting abuse information.
Candidates should carefully consider their individual circumstances, capacity and resilience to manage the risks associated with working with this content on a day-to-day basis.
For a discreet conversation about this role, please contact the Labour Hire team on ************ or email ******, citing reference number ****.
To apply, please submit your CV in Microsoft Word format via Seek.

📌 Case (Decision) Coordination Officer | Aps5 (Canberra)
🏢 Beaumont
📍 Canberra