We are seeking experienced and compassionate APS4 Participant Support Officers to support a high-profile Australian Government agency delivering services to Australians with disability.

This opportunity will suit candidates with strong administration, customer service, stakeholder engagement and problem-solving skills. Successful candidates will undertake desktop reviews, communicate directly with participants and providers, apply legislation and operational guidance, and resolve moderately complex participant matters.

Your duties may include:

- Undertaking desktop reviews using agency systems, online forms and digital platforms
- Reviewing and accurately transferring participant information into agency systems
- Managing an allocated workflow and completing tasks within required timeframes
- Making outbound calls to participants, providers and other stakeholders
- Responding to enquiries where clear guidance or standard scripts may not be available
- Undertaking suitability assessments for entry into and exit from specialist planning streams
- Managing and resolving moderately complex participant matters
- Completing planning pathway and delegated tasks in accordance with legislation, operational guidelines and ministerial directions
- Identifying risks and escalating complex matters to senior team members
- Analysing workflows and making recommendations regarding work allocation
- Supporting project activities, including research, analysis, planning and reporting
- Maintaining accurate records and appropriately handling sensitive information
- Contributing to process improvement and supporting positive team outcomes

To be successful, you will demonstrate:

- Strong written and verbal communication skills
- The ability to actively listen and understand participants’ individual needs
- A sensitive, respectful and participant-focused approach




- Experience interpreting and applying legislation, policies and procedures
- Sound judgement when resolving moderately complex matters
- The ability to manage competing priorities and meet deadlines
- Strong administration, analysis and recordkeeping skills
- The ability to remain calm and professional during difficult interactions
- Experience identifying risk and de-escalating sensitive situations
- Effective communication with internal and external stakeholders
- The ability to work under general supervision within established procedures
- Confidence using Microsoft Office and other business systems

Previous experience in one or more of the following areas will be highly regarded:

- Participant support, case management or government service delivery
- Disability, health, community or human services
- Australian Government operational environments
- Privacy, confidentiality and sensitive information management
- Providing advice, feedback or support to colleagues
- Working with legislation, operational guidelines or regulated processes

This position is based in Deakin, ACT and involves:

- Working primarily in an open-plan, hot-desk office environment
- Significant computer and screen-based work
- Regular telephone contact with participants, providers and stakeholders
- Extended periods of sitting at a desk
- Occasional working-from-home arrangements, subject to agency requirements




- Working in an workplace where assistance animals may be present

Additional requirements:

- Candidates must be available to commence as soon as possible
- This opportunity is available on a full time basis only
- Candidates must be able to work from the Deakin office

If you are an experienced APS4-level professional who can communicate sensitively, manage complex participant matters and deliver accurate outcomes, we encourage you to apply. For a further conversation please contact Sam Pack on ••••@dfp.com.au or 03 •••• •950.

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 ••••@dfp.com.au or 13•• ••• 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 https://www.dfp.com.au/legal_documents/privacy_policy. Do not submit any sensitive personal information in your resume.

📌 Participant Support Officer (Canberra)
🏢 Dfp Recruitment
📍 Canberra