Australian Department of Veterans' Affairs – Brisbane QLD

10d ago , from Australian Department of Veteran's Affairs

- Location: Adelaide, SA; Brisbane, QLD; Darwin, NT; Perth, WA; Townsville, QLD
- Salary Range: $104,898 - $119,118 + 15.4% employer super contribution
- This vacancy has been identified to participate in VetPaths

- Location: Adelaide, SA; Brisbane, QLD; Darwin, NT; Perth, WA; Townsville, QLD
- Salary Range: $104,898 - $119,118 + 15.4% employer super contribution
- This vacancy has been identified to participate in VetPaths

JOB OVERVIEWThe Australian Government is establishing the Veteran and Family Wellbeing Agency (the Agency) in response to Recommendation 87 of the Royal Commission into Defence and Veteran Suicide.

The Agency helps veterans and families of veterans access wellbeing information, services, support and community connection so they are better prepared and supported before, during and after transition from ADF service.

The APS6 Wellbeing Case Coordinator supports veterans and families to navigate wellbeing services, particularly during transition from ADF service to civilian life or when support needs are more involved.

The role provides trauma-informed, military-informed and family-inclusive case coordination. This includes understanding client needs, developing and reviewing wellbeing support plans, coordinating warm referrals and handovers, and helping clients connect with the right Agency, DVA, Defence, Open Arms, community or specialist services.

Wellbeing Case Coordinators also contribute to the Agency’s helpline and navigation function by responding to inbound and outbound contacts, supporting first contact resolution, and providing advice,



coaching and escalation support to APS4 Navigation Support Officers and other Agency staff.

This is a practical, client-facing role that requires sound judgement, strong communication skills, respectful handling of sensitive information, and the ability to work collaboratively with internal and external stakeholders to support protected, coordinated and timely outcomes.

DUTIES
As an APS 6 you will be required to:

Case coordination and client support

- Deliver trauma-informed, military-informed and family-inclusive wellbeing case coordination for veterans and families with more involved wellbeing needs.
- Undertake holistic assessments across wellbeing domains to identify client goals, strengths, support needs and circumstances that may affect wellbeing.
- Develop, implement and review wellbeing support plans that promote transition preparedness, early intervention, continuity of care and community connection.
- Use professional judgement within a case coordination framework to recognise changes in client circumstances that may require additional support, specialist input or timely escalation.
- Assist veterans and families before, during and after transition from ADF service by helping them navigate DVA, Defence, Open Arms, community, health, mental health, social and specialist support systems.

Referrals, escalation and helpline navigation

- Coordinate warm referrals, handovers,



follow-up and escalation where needed in line with Agency procedures, safety and support pathways, privacy obligations and governance requirements.
- Respond to inbound and outbound helpline contacts, provide clear information, assist with first contact resolution and help clients and providers access the right service pathway.
- Provide advice, coaching and guidance to APS4 Navigation Support Officers and other Agency staff in relation to complex or sensitive enquiries and matters requiring additional attention.

Stakeholder engagement and collaboration

- Build and maintain effective relationships with internal and external stakeholders, including DVA, Defence, Open Arms, ex-service organisations, health providers and community service providers.
- Undertake representational activities, briefings, presentations, projects and additional duties as directed.

Recordkeeping, reporting and service monitoring

- Maintain accurate, timely and compliant records, case notes, referrals, client summaries and reporting in accordance with Agency procedures, legislative requirements, privacy obligations and documentation standards.
- Monitor client progress and outcomes, seek feedback where appropriate and contribute insights to service improvement, wellbeing monitoring and evaluation activities.
- Prepare clear case summaries, advice, reporting and briefing material to support decision-making, service monitoring and stakeholder engagement.

Practice leadership and continuous improvement

- Apply sound judgement and appropriate independence within established frameworks to make decisions, manage competing priorities and support con

📌 Veteran Transition (Brisbane)
🏢 Australian Department of Veterans' Affairs
📍 Brisbane