APS6 National Contact Centre Auslan Service Officer Team Leader

View a video in Auslan about the role: introduction video

Our participants, Our people, Our purpose

Currently, there are around 5.5 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

We’re looking for Auslan fluent people who are passionate about improving the experience of Deaf and hard of hearing members of the community to join our National Contact Centre (NCC) and deliver accessible, participant-first support through our dedicated video service.

Demonstrated fluency in Auslan, including effective real-time communication via video, and experience in leading and inspiring teams are mandatory requirements for this role.

As an APS6 National Contact Centre Auslan Service Officer Team Leader, you’ll lead a team that connects directly with Deaf and hard of hearing participants, communicating in Auslan, to help them navigate the NDIS, resolve enquiries and access the support they need.

This is a unique opportunity to use your Auslan language skills and team leader expertise to make a meaningful difference every day

This role is part of the NCC Operations team and plays a key role in delivering accessible, high-quality services to NDIS participants and other people who contact the NDIA. NCC Team Leaders have up to 15 direct reports.

The NCC is open to receive calls between 8am and 7pm Monday to Friday (local time) excluding Public Holidays. This role involves a flexible mix of inbound and outbound video calls, email processing and Webchat, requiring you to work rotating shift patterns of 7.5 hours per day, Monday to Friday. Shift preferences can be requested and may be granted depending on business needs.

If the NDIA expands its NCC operating hours in future, you may be required to work on public holidays or weekends. Penalty rates will apply.

Successful candidates will receive comprehensive training and ongoing support. Adaptable hybrid working arrangements and reduced hours can be considered in line with NDIA’s policies and operational requirements. As this is a shift work position, you must be available to work during the NCC’s operating hours and be available to work as per the work pattern.

Where you can add value

- Leading a team of up to 15 NCC Auslan Service Officers.
- Coaching individuals,



setting performance expectations, and completing Quality Assessments for Service Officers.
- Completing performance reviews, providing constructive feedback, building the team’s knowledge and awareness of the Agency.
- Managing escalated service, enquiries, complaints, and interactions.
- Providing operational support for the branch, identifying improvement opportunities, and driving service delivery efficiency across the NCC.
- Co-ordinating and distributing communications, monitoring enquiries, identifying trends, managing feedback and reporting to stakeholders.
- Managing secure and sensitive data.
- Coordinating and drafting correspondence and reports.

Enough about us, let’s talk about you

- The ideal candidate must have demonstrated fluency in Auslan, including ability to communicate effectively on live video calls.
- You may be Deaf, hard of hearing, or have lived experience with deafness or a connection to the Deaf community.
- Understanding of Auslan-first communication and participant needs.
- Ability to interpret and communicate complex NDIA information in Auslan. Experience as a Team leader in a complex contact centre is advantageous.
- You will be able to work collaboratively within a team and foster a positive work culture and environment.
- Strong written English and interpersonal communication skills, with empathy, sound judgement and resilience to manage sensitive, confronting or escalated conversations professionally.
- Experience supporting Deaf or hard of hearing people.
- Well-developed problem solving and decision-making skills, with the ability to manage competing priorities, meet deadlines, adhere to schedules and adapt to change in a dynamic environment.
- Demonstrated ability to engage, support and develop team members’ skills and knowledge.
- High level understanding of the objectives of the NDIS.

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

- You will work for a socially inclusive and culturally diverse workplace
- Access to higher superannuation and above market leave entitlements




- Competitive remuneration and working conditions that support a positive work life balance
- Access to ongoing professional development and learning

While this role is ideally performed from Deakin ACT, Bankstown NSW, Campbelltown NSW, Chatswood NSW, Hurstville NSW, Liverpool NSW, Parramatta NSW, Penrith NSW, Surry Hills NSW, Windsor NSW, Brisbane QLD, Robina QLD, Townsville QLD, Adelaide SA, Hobart TAS, Dandenong VIC, Richmond VIC & Midland WA, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Please note: As part of the assessment process, shortlisted candidates will be required to participate in a virtual video-based interview conducted in Auslan. The interview will assess each candidate’s fluency and ability to communicate clearly and effectively in Auslan in real time.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact NDIA Recruitment on [email protected].

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact NDIA Recruitment on [email protected].

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance Agency that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.

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📌 National Contact Centre Auslan Service Officer Team Leader (Queensland)
🏢 @
📍 Queensland