APS 3 Participant Support Officer

Are you a customer focused and highly organised professional seeking an opportunity to support participants and contribute to service delivery within a federal government agency? A federal government agency is seeking an APS3 Participant Support Officer to provide frontline support, administrative coordination, and operational assistance that enhances participant experiences.

Role Details:

• Job Title: APS3 Participant Support Officer
• Type: Full-Time hours, Temporary Labour Hire Assignment
• Location: Chermside
• Rate: $37.36 p/h + superannuation

About the Role:
The APS3 Participant Support Officer operates under general supervision to provide frontline participant support and administrative services within a federal government service environment. The role supports organisational objectives by managing enquiries, coordinating appointments, and ensuring accurate processing of operational tasks.

The position requires strong communication skills, empathy, and the ability to manage multiple priorities in a busy reception and service delivery setting. The APS3 Participant Support Officer works collaboratively with internal teams while managing their own workflow and contributing to a positive and accessible service environment.

Key Responsibilities:

• Act as a first point of contact for participants and stakeholders via reception, phone, email, and digital channels.
• Manage and resolve participant matters by actioning planning and administrative tasks in accordance with legislation and policy.
• Provide information and referrals to appropriate government or community services when required.
• Manage shared inboxes, appointments, and telephone enquiries.
• Coordinate accessible appointments and ensure facilities meet participant needs.
• Perform accurate data entry and ensure follow-up actions are completed.
• Receive and record complaints and feedback in agency business systems.
• Provide operational and administrative support to service delivery teams.
• Ensure compliance with policies, procedures, and documentation standards.
• Other duties as required.

Mandatory Requirements:

• Demonstrated experience in customer service, frontline support, or administrative environments.
• Strong communication skills with the ability to engage empathetically with diverse stakeholders.
• Ability to manage competing priorities in a fast-paced environment.
• High attention to detail and accuracy in administrative tasks.
• Ability to work collaboratively as part of a team.
• Australian citizenship is mandatory.

Highly Regarded:

• Experience working in government or human services environments.
• Knowledge of disability services or participant support frameworks.
• Experience using business systems and Microsoft Office applications.
• Ability to work in high-volume reception or service delivery settings.

Apply now!

This is an excellent opportunity to contribute to participant support, frontline service delivery, and operational coordination within a federal government agency, while working in a collaborative, professional, and community focused 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.