Participant Support Officer - APS 3

Participant Support Officer (APS3 Equivalent)
Location: Hervey Bay, QLD
ASAP start available
Full-time hours: 8:30am - 4:30pm, Monday to Friday
$37.36 hourly excluding super

About the Role
HOBAN is seeking a dedicated and customer-focused Participant Support Officer to join a high-performing team delivering frontline support services to members of the Pialba (Hervey Bay) community.

This role is ideal for someone who thrives in a fast-paced, people-focused environment and is passionate about helping individuals access the support and services they need. You will act as a key first point of contact, providing guidance, resolving enquiries, and supporting administrative processes to ensure a high standard of service delivery.

Key Responsibilities

• Provide front-facing customer service via reception, phone, email, and digital channels
• Respond to enquiries and resolve matters efficiently or escalate where required
• Assist individuals to access appropriate services and supports
• Manage a shared inbox, appointments and scheduling
• Coordinate accessible appointments and meeting arrangements
• Complete data entry and maintain accurate records
• Support administrative tasks for service delivery teams
• Record feedback and complaints in internal systems

About You
You are a strong communicator with a genuine commitment to supporting people and delivering high-quality customer service.

You will demonstrate:

• Excellent verbal and written communication with an empathetic approach
• Strong organisational skills and ability to manage multiple priorities
• A proactive mindset with problem-solving capability
• High attention to detail and accuracy in record-keeping
• Ability to build rapport with a diverse range of stakeholders
• Team-focused attitude with flexibility to adapt to changing needs
• Understanding of disability services and challenges faced by people living with disability
• A positive and respectful approach to working with people with disability

Working Environment

• Open-plan office environment
• Occasional work from home
• Hot-desking arrangements
• Desk-based role with regular computer and phone use
• Exposure to assistance animals in the workplace

Why Apply?
This is a fantastic opportunity to contribute to meaningful work that supports individuals and communities, while gaining valuable experience within a structured government-style environment.

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.