APS 3 Participant Support Officer

HOBAN Recruitment is seeking an enthusiastic and dedicated APS3 Participant Support Officer to join a high‑performing team in Port Macquarie NSW. This frontline role is perfect for someone who thrives in a customer‑focused environment and is passionate about supporting positive outcomes for people with disability.

About the Role
As an APS3 Participant Support Officer, you will play a key part in enhancing the experience of participants by providing timely, accurate and supportive frontline services. Your responsibilities will include:

• Managing and resolving participant matters in line with legislative and operational guidelines
• Providing reception and front‑of‑house support, including helping participants use self‑service kiosks and online platforms
• Resolving customer enquiries, offering information, or directing individuals to relevant government or community services
• Managing shared inboxes, calls, appointments and general correspondence
• Coordinating participant appointments and ensuring facility accessibility
• Conducting research and investigation tasks and preparing reports and written correspondence
• Completing data entry activities and ensuring appropriate follow‑up
• Receiving, recording and managing complaints and feedback within business systems

This is an office‑based, participant‑facing role, with the first 12 weeks requiring full‑time onsite attendance for comprehensive training.

Benefits

• Competitive pay rate of $37.36 per hour, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• ASAP start date, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Opportunity to contribute to meaningful work supporting people with disability
• Comprehensive onboarding and training program
• Supportive team culture focused on collaboration and continuous improvement

About You
We're looking for proactive, compassionate and resilient candidates who demonstrate:

• A positive attitude towards people with disability and a commitment to inclusion
• Strong customer service experience, ideally in service delivery or the disability sector
• Empathy, patience and professionalism when dealing with sensitive matters
• Ability to think critically, problem‑solve and manage competing priorities
• Excellent communication and interpersonal skills
• Attention to detail and a commitment to accuracy
• A collaborative mindset and adaptability in a dynamic environment
• Willingness to learn and grow within the role

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions at COB MONDAY 2nd MARCH 2026.

At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.