The Australian Small Business and Family Enterprise Ombudsman (ASBFEO) is seeking an APS5 Case Managers to join the Information and Assistant team.

About Australian Small Business and Family Enterprise Ombudsman The ASBFEO assists and advocates for small businesses and family enterprises. The ASBFEO is part of the Department of Treasury but operates as an independent statutory office holder. Staff engaged with ASBFEO are employed under the Treasury Enterprise Agreement 2024-2027.

The ASBFEO presents a challenging and rewarding career with the opportunity to contribute substantially to Government policy that affects small and family businesses. The ASBFEO’s staff are drawn from many professions, including those with small business backgrounds, and they bring diversity in experience and skills.

Further information on ASBFEO please visit at www.asbfeo.gov.au.

About the role The Information and Assistance team helps small businesses and family enterprises resolve disputes involving other businesses or Commonwealth Government agencies and avoid costly formal legal avenues.

As an APS5 Case Manager , you will manage all aspects of requests for assistance. You will use judgement to assess risk, identify practical pathways and support parties to work towards resolution.

We’re seeking passionate people who are flexible, responsive and collaborative, with the ability to manage competing priorities and deliver positive outcomes for Australian small and family businesses in a team-based environment.





Being part of the ASBFEO’s Information and Assistance team gives you the chance to directly support small business owners who need assistance working through disputes. You will gain a broad understanding of the small business landscape, the services available to assist across government, and the issues faced by small business owners. The insights from our case management are highly sought-after across government and the private sector to inform policy reforms that support Australia’s small businesses.

Key responsibilities include:

- Managing competing enquiries and requests for assistance, assessing risk and determining the most appropriate approach to progress or resolve each matter, in accordance with established policies and procedures (primary activity).
- Engaging with complainants, respondent businesses, government agencies and other stakeholders by phone and in writing, including in difficult or sensitive circumstances.
- Applying relevant legislation, policies and procedures and exercising sound judgement in decision-making.
- Developing and maintaining productive internal and external stakeholder relationships across a broad range of small business and family enterprise matters.
- Representing the team at meetings, conferences, seminars and other internal and external forums.
- Contributing knowledge, case insights and practical ideas to business improvement,



strategic planning and the broader direction of the Office.
- Supporting colleagues and contributing to a positive, collaborative and responsive team culture.

The successful candidate will have:

- Demonstrated dispute resolution experience, including the ability to manage matters involving competing interests and identify practical resolution options.
- Strong organisational skills and the ability to manage competing priorities and multiple matters concurrently.
- Well-developed interpersonal and written communication skills, including the ability to effectively engage via email and on the phone with empathy, professionalism and understanding, and manage difficult conversations with emotionally heightened clients.
- The ability to interpret and apply legislation and exercise sound judgement.
- The ability to work flexibly, collaboratively and proactively in a team-based service delivery environment.
- Attention to detail and a commitment to high-quality client service.

Desirable Skills / Experience Experience in dispute resolution is required. Experience in one or more of the following will be particularly well regarded:

- Case management.
- Working with government agencies, industry bodies or private enterprises.
- Writing professional correspondence, briefs or reports for different audiences.
- Interpreting legislation, policy or regulatory requirements.
- Small business, government or stakeholder engagement.

A tertiary qualification in law, dispute resolution, business, economics, commerce, finance, public policy or another relevant field is desirable.

📌 Case Managers, Information and Assistance team (Canberra)
🏢 Commonwealth Treasury
📍 Canberra