Job Description

Participant Support Officer (APS4 - Federal Government)

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Our client is a large values-focused Federal Government Agency seeking multiple APS4 Participant Support Officers to support participants through administrative, operational, workflow and stakeholder support activities.

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This role will suit someone with strong customer service, administration, communication and problem-solving skills who can manage competing priorities, apply policies and procedures, and support participants and stakeholders with professionalism and care.

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ROLE DETAILS:

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Locations: Richmond, Dandenong or Geelong VIC
n Contract: ASAP start to 31 October 2027, with potential extension options.
n Hours: Full-time, 7.5hr days - On site
n Rate: $43.82 per hour + super
n Eligibility: Australian Citizen required

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ABOUT THE ROLE:

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You'll work as part of a team supporting participants, providers and internal stakeholders across a range of administrative and operational tasks.

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The role involves managing workflow, undertaking desktop reviews, updating systems, making outbound calls, resolving moderately complex participant matters, escalating more complex issues and supporting process improvement activities.

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This is a participant-focused role that requires strong judgement, calm communication and the ability to work within policy,



legislation and operational guidelines.

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KEY RESPONSIBILITIES:

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- Undertake desktop reviews and update information in relevant business systems.
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- Manage allocated workflow, priorities and tasks in line with team processes.
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- Make outbound calls to participants, providers and stakeholders.
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- Resolve straightforward to moderately complex participant matters using policy, legislation and operational guidelines.
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- Escalate more complex issues to senior team members or other service delivery teams.
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- Support suitability assessments, basic research, analysis and reporting activities.
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- Contribute to process improvement, team activities and peer support.
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SELECTION CRITERIA:

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- Experience within Disability, Aged Care or Health strongly preferred.
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- Strong communication, customer service and stakeholder engagement skills.
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- Ability to manage workflow, competing priorities and deadlines.
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- Confidence applying policies, procedures and legislation.
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- Strong attention to detail across admin, systems and operational tasks.
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- Calm and skilled when managing sensitive or complex matters.
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- Ability to use Microsoft Office, CRM systems or similar business systems.
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📌 Participant Support OfficerFederal Government) (Victoria)
🏢 Talent
📍 Victoria