- Location: Darwin, NT; Maroochydore, QLD; Wodonga, VIC
- Salary Range: $85,610 - $91,309 + 15.4% employer super contribution
- This vacancy has been identified to participate in VetPaths

JOB OVERVIEW Senior Client Contact Officers APS4 work within the Ministerial Engagement and Communications Division of the Department of Veterans’ Affairs (DVA) and the VAN team. They respond to incoming enquiries from members, veterans, (their advocates, representatives) and family members of the Australian Defence Force, as well as third parties, including government departments and agencies, and ex-service organisations.

Senior Client Contact

Officers possess a broad knowledge of DVA benefits and services and utilise this knowledge to provide information and advice to individuals making enquiries, including referring them to an appropriate business area when their enquiries require more detailed assistance and advice. They record all interactions using DVA systems and contribute to the processing of client system updates and documentation as required. An ability to achieve goals whilst communicating and collaborating effectively with a wide range of stakeholders is paramount.

Senior Client Contact Officers work under the general direction of a VAN Manager (APS 6). They are accountable for delivering advisory and administrative functions with close reference to legislation and DVA policies and guidelines, and exercising judgement to prioritise, manage and complete their work in a timely fashion. Senior Client Contact Officers at the APS 4 level may represent DVA at commemorative events and other ex-service functions, as well as assisting in team management.

APS 4 Senior Client Contact Officers operate in an environment of ongoing learning, and contribute to this by sharing information, knowledge and expertise with other team members. The information they deal with is sensitive and personal and must be managed with respect to the need to maintain its privacy, confidentiality and integrity.

Please note that these positions require an on-site presence at the advertised office location. As part of the Veterans' Access Network (VAN), Senior Client Contact Officers deliver face-to-face services to veterans, serving members, their families and representatives, in addition to providing support via telephone and electronic channels. Due to the nature of these duties, successful candidates will be required to work from the office to support service delivery. After the initial training period has been completed, flexible working arrangements may be available, depending on the operational requirements of each location.

DUTIES

As an APS 4 you will be required to:

- Undertake telephone and front counter shifts rostered in Work Force Manager (WFM) to support the VAN team during its business hours
- Work within legislative and policy guidelines to respond to incoming enquiries from members,



veterans and their families (including their advocates and representatives) or third parties via telephone, email and the front counter, including:
- Conducting Proof of Identity (POI) and alert checks in line with DVA policies (e.g., Privacy Policy)
- Providing general information regarding DVA perks and services, including information about the DVA website and registration for online services
- Escalating more complex enquiries to a more senior Officer
- Providing updates to existing DVA clients on the status of claims
- Scanning, printing and mailing client documentation as required

- Refer enquiries requiring specialist input to relevant internal business areas (including Triage & Connect or Open Arms for mental health-related matters
- In line with operational reporting requirements, and using DVA’s records management systems (e.g., Process Direct and legacy systems) or other databases:

- Register all conversations held with members, veterans and their families, and third parties
- Enter relevant and contemporary data pertaining to clients’ claims, assessments and entitlements in collaboration with the Income Support team

- Manage time and resources effectively to meet agreed Key Performance Indicators (KPIs)
- Collaborate with colleagues and other teams across the organisation to verify and share information, provide updates and seek advice to support effective service delivery and team improvements
- Maintain a detailed understanding of DVA benefits and services, as well as the functions of the VAN team, including systems, tools and processes used to assist callers
- Participate in formal and on the job training, including e-learning, peer mentoring, team briefs and workshops
- Provide feedback to new staff to assist them to understand their role and develop familiarity with DVA’s systems, processes and relevant legislation
- Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures.
- Resolve more complex enquiries escalated by APS 3 Client Contact Officers, including signing off on Change of Circumstance (COC) requests
- Draft procedural documents and prepare written responses to email enquiries
- Provide mentoring, assistance and guidance to APS 3 Officers and other VAN staff in the resolution of more complex issues and enquiries
- Assist in the training of new staff
- (Where required) Assume responsibility for office supplies, including ordering new supplies and monitoring/recording accounts
- Write and submit Work Health and Safety (WHS) reports
- Submit Information Technology (IT) support tickets




- Represent VAN at commemorative events and other ex-service functions, including contributing to the preparation of materials
- Contribute to the development of procedures relating to VAN client contact activities.

ELIGIBILITY

- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- Any successful candidate external to DVA offered employment will be required to undergo pre-engagement screening checks, even if they currently have a security clearance. The screening checks are conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
- Any successful candidate will be required to obtain and/or maintain, a Baseline Vetting (AGSVA) security clearance as a minimum.

NOTES This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the .

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:

- Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
- Aboriginal and Torres Strait Islander peoples
- People with disability
- People who identify as LGBTQIA+
- People from culturally and linguistically diverse backgrounds

We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success. The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.

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The is available below.

📌 APS 4 Senior Client Contact Officer (Darwin)
🏢 Department of Veterans' Affairs
📍 Darwin