Closes: 23 November 2026

Classification: Administrative Services Officer Class 4
Salary: $86,750 - $93,416 plus superannuation
Position No: 24826, Several
Directorate: City and Environment
Advertised (Gazettal date): 09 November 2026
Contact Officer: Keenan Jackson on [email protected] or (02) 6207 8626

Details: Are you ready to take on a rewarding challenge? Do you thrive in fast-paced environments where quick thinking is essential? Are you skilled at assessing situations and providing effective solutions? If so, join us at Access Canberra! We're looking for people who are passionate about helping customers and adept at navigating complex issues with ease. Your expertise in triage and problem-solving will make a real difference in our team!

The Access Canberra Resolution and Support Team works in a fast-paced workplace and provides support to multiple regulatory and service delivery areas. We provide the community with a single point of contact to raise complaints, share feedback and report regulatory concerns managed by Access Canberra.

We are on the lookout for triage experts to join our team. You will play a vital role in being one of our Case Managers within the Access Canberra Resolution and Support Team. If you’re a person who likes to help make things happen and impress others with your prioritisation, communication, and outstanding customer service, then we want you to join our team in Access Canberra.

To be successful in this role, you will:

- be a customer focused problem solver who engages effectively with diverse people and delivers a positive customer experience.
- demonstrate excellent verbal and written communication and negotiation skills.
- have a demonstrated ability to interpret complex legislation, policy and procedures.
- show confidence and resilience in liaising and/or mediating interactions in relation to contentious matters with internal and external stakeholders.
- have excellent administrative and organisational skills, including the proven ability to organise workloads and set priorities in a high-pressure environment with competing priorities and tight deadlines.
- understand regulatory environments and complaints management processes and/or experience in customer service environments, managing complex and sensitive matters is desirable.

Refer to the Position Description for role specific requirements.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community.



We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Notes: This is a temporary position available immediately for six months with the possibility of extension up to 12 months and/or permanency. Selection may be based on application and referee reports only. A merit pool will be established from this selection process and may be used to fill future identical vacancies over the next 12 months.

How to Apply: If you think you are the right person to fill one of these roles, please submit:

- An up-to-date curriculum vitae.

- A written response of two pages that demonstrates your suitability for the position based on your Skills, Knowledge and Behaviour as they relate to the duties/requirements detailed in the Position Description. Ensure your response addresses each of the points listed under the Selection Criteria.

- A short video (two minutes maximum) - this is an opportunity to sell yourself and demonstrate your communication skills. Your video should complement your written application and curriculum vitae – see helpful hints for making your video.

In your video you should:

- Tell us who you are
- What attracted you to this role in Access Canberra

Thinking about duties of the role you are applying for and the environment you will be working in, using the S.T.A.R method (Situation, Task, Action, Result) to answer the following question:

- Tell us about a time you had to triage multiple customer enquiries or requests in a fast-paced environment. How did you decide what to prioritise and what was the outcome?

Helpful hints for making your video:

How to create and submit your video

- Sign up to create an account with Dropbox or Google Drive.

- Record a short video (2 minutes) on your preferred device.

- Using Apple devices (iPhones, iPad) – how to guide
- Using Android phones – how to guide
- Upload a video file in Dropbox or Google Drive.

How to upload video files

- Dropbox - How to upload and download files in Dropbox | Dropbox Help




- Google Drive - Upload files and folders to Google Drive - Computer - Google Drive Help

- Copy the link to your video and send it with your application and curriculum vitae.

How to share and copy link to video files

- Dropbox - How to share files from your phone or tablet | Dropbox Help
- Google Drive - Share folders in Google Drive - Android - Google Drive Help

HELPFUL TIPS FOR MAKING YOUR VIDEO

Read the Position Description/s carefully - try not to waste time talking about anything that isn’t relevant to the role.

- Plan before you film
- Write down what you want to say
- Don’t recite your curriculum vitae or your written application – work off a script but don’t read it word for word
- Use a different example to the ones used in your written application – try and use a recent example that is relatable to the position you are applying for
- Think about what you will wear – make a good first impression
- Practice, practice, practice
- Choose a well-lit setting and reduce background noise, use an appropriate background, turn the volume up
- Record it
- Watch your video and get someone else to watch it too - re film or edit as necessary
- Check the visual and audio quality of the final product and that you have saved in the correct format, and it is sharable/accessible
- If you experience any difficulties in producing a video, please call the contact officer for advice.

Accessibility and Adjustments

We recognise that applicants may have different needs, preferences, or circumstances when applying.
If you experience any barriers such as technical, accessibility‑related, personal, or environmental, please reach out to the contact officer to discuss.

Applications should be submitted .

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal.

#LI-DNI

Note

This is a temporary position available immediately for six months with the possibility of extension up to 12 months and/or permanency

📌 Case Manager | Full-time Temporary with a Possibility of Permanency (Canberra)
🏢 City and Environment
📍 Canberra