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 strong interpersonal and collaborative skills, initiative, personal drive and integrity.

- 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 recent 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.

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