APS4 Participant Support Officer

- Location: Mt Isa QLD
- Contract Duration: 12-Month Assignment
- Hours: Full-Time (Monday to Friday, 8:30 AM - 4:30 PM)
- Pay Rate: $43.82 per hour + superannuation
- Mandatory ELigibility Criteria: Australian Citizenship is mandatory

Key Responsibilities:

- Customer & Participant Support: Act as the first point of contact in person (counter/reception), over the phone, and via email. Address moderately complex enquiries where transparent advice or scripts may not be available.
- Communication: Conduct outbound calls to participants, providers, and other stakeholders.
- Inbox & Workflow Management: Manage and triage inboxes, prioritize escalated matters, refer tasks to appropriate service delivery teams, and recommend work allocations to ensure objectives are met.
- Case & Planning Tasks: Manage participant matters, undertake suitability assessments for specialist planning streams, and action moderately complex planning pathway delegate tasks in line with the NDIS Act, guidelines, and Ministerial direction.
- Escalations: Resolve complex or escalated enquiries and refer high-level planning tasks to senior team members or appropriate community/government services.
- Project & Research Support:



Assist with project management activities (e.g., project plans, reporting), research solutions for moderately complex issues, and participate in risk management analysis.
- Team Collaboration: Work collaboratively within the team, provide feedback, contribute to process improvements, and offer on-the-job support to peers.

Key Requirements:

- Strong commitment to improving outcomes for people with disability and supporting NDIS goals.
- Demonstrated empathy, cultural respect, and the ability to understand diverse individual circumstances.
- Excellent problem-solving capabilities with a proactive, detail-oriented approach.
- High level of adaptability, integrity, and professionalism when navigating changing environments.
- Strong collaborative mindset with a focus on open communication and peer support.
- Proficiency using computer applications, including Microsoft Office and specialized business databases.
- Australian Citizenship and eligibility to clear standard background checks.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Participant Support Officer - Mt Isa (Mount Isa)
🏢 Randstad - Business Support
📍 Mount Isa