Australian Department of Veterans' Affairs – Sydney NSW

Open Arms – Veterans & Families Counselling (Open Arms) has provided veteran mental health support for more than 40 years. Open Arms (formerly Vietnam Veterans’ Counselling Service) was founded by Vietnam Veterans and is a nationally accredited mental health service that provides 24-hour free and confidential mental health support.

A Practice Officer assists in front line customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community.

Practice Officers undertake functions in office management and service delivery operations and support. Officers may work across multiple functions and service delivery streams. They may have responsibility for supervising Level 3 Service Support Officers including task allocation and monitoring of performance.

We are looking for someone who can provide exceptional face to face and telephony customer service, work in a team environment and attend to detail in complex administrative tasks involving unique software and workflows.

The Practice Officer must be able to work under supported direction, and in accordance with relevant legislation, policies and standard process, to undertake a range of administrative and strategic activities that support the regional team and stakeholders. They may work across multiple functions and service delivery streams and will need to demonstrate flexibility.

Open Arms – Veterans & Families Counselling (Open Arms)



has provided veteran mental health support for more than 40 years. Open Arms (formerly Vietnam Veterans’ Counselling Service) was founded by Vietnam Veterans and is a nationally accredited mental health service that provides 24-hour free and confidential mental health support.

A Practice Officer assists in front line customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community.

Practice Officers undertake functions in office management and service delivery operations and support. Officers may work across multiple functions and service delivery streams. They may have responsibility for supervising Level 3 Service Support Officers including task allocation and monitoring of performance.

We are looking for someone who can provide exceptional face to face and telephony customer service, work in a team environment and attend to detail in complex administrative tasks involving unique software and workflows.

The Practice Officer must be able to work under supported direction, and in accordance with relevant legislation, policies and standard process,



to undertake a range of administrative and strategic activities that support the regional team and stakeholders. They may work across multiple functions and service delivery streams and will need to demonstrate flexibility.

The key duties of the position include:

Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping.

Provide first escalation point for clients, contracted health providers and external stakeholder queries.

Coordinate the administrative requirements for client referrals to both internal and external providers.This includes managing data, correspondence and client information between internal and external referral platforms and client management systems.

Coordinate the administrative requirements for group programs and mental health literacy workshops.

Provide assistance with administrative induction and training of current employees and contracted health providers.

Undertake financial management activities including drafting procurement documentation, processing invoices, reconciling payments and tracking financial expenditure.

Provide office management support for centre and regional satellite property resources, assets, IT and travel requirements.

Support the Assistant Practice Manager in reporting quality assurance, compliance, audits, reports and operational data.

Build rapport and maintain key stakeholder relationships.

Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.

Eligibility

Under section 22(8) of the Public Service Act 1999

📌 Practice Officer (Sydney)
🏢 Australian Department of Veterans' Affairs
📍 Sydney