Client Assist is responsible for supporting Open Arms service provision nationally. The Program Officer is responsible for supporting the Team Leader with the coordination of operational and administrative functions which support the delivery of administrative and mental health clinical services to Open Arms clients.

The Program Officer assists the business hours administrative support team to provide efficient and professional services to callers to the 24/7 Open Arms and Safe Zone telephony lines. In addition, they are responsible for assisting in the preparation and development of reports relating to client services, rostering, staffing, telephony and financial activities.

Successful candidates will demonstrate solid interpersonal and collaborative skills, initiative, personal drive and integrity.

The key duties of the position include:

- Responsible for performance reporting: extraction of data for preparation and distribution of performance, financial, rostering and telephony reports across workgroup functions.
- Assist with processing of administrative and technical functions for Client Assist, and sharing responsibility for the day-to-day operational support of Client Assist.
- Support a cohesive and positive working relationship within the team to ensure service delivery aligns with national service standards.
- Assist in the line management of administration support team members, including performance management feedback and identification of training needs.
- Monitor quality of work and conduct quality assurance activities for the administration support team. Undertake desktop, call audits, live supervision and develop feedback summaries.
- Support Client Assist’s financial requirements and obligations in line with the PGPA Act and Departmental policies, including actioning of invoice processing and keeping Departmental records up to date.
- Apply the principles of cooperative and safe working practices consistent with APS Values and the Department’s mission, vision, approach and values.




- Contribute to the creation and maintenance of rosters for business hours staff and shift workers in accordance with fatigue management best practices and in line with the relevant Enterprise Bargaining Agreement.
- Contribute to the onboarding and cessation of staff including the completion of access requests, supporting training and mentoring of new starters and issuing ICT equipment.
- Contribute to service delivery through Queue Management oversight, service delivery adjustments and frontline call taking of administrative calls when appropriate.
- Coordination of Daily Update and other all staff communication, including attendance at daily standups and meetings.
- Liaise with internal and external stakeholders and Business Partners on policy, project or operational issues.

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 a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
- Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.

Mandatory Requirements

- Currently hold or ability to obtain a Working with Vulnerable People registration OR
- Currently hold or ability to obtain a Working with Children check.

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 Candidate Information Pack.

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.

Getting to know the Department of Veterans' Affairs

The Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we support. DVA is both a policy and service delivery agency. We have strong relationships with Australian ex-service organisations, Federal and State Government agencies and the veteran community. DVA’s vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.

📌 Program Officer (Brisbane)
🏢 Australian Department of Veterans' Affairs
📍 Brisbane