APS 3 Participant Support Officer

Are you an experienced customer service and participant support professional seeking an opportunity to contribute to meaningful, participant-centred outcomes within a federal government environment? A federal government agency is seeking an APS3 Participant Support Officer to support the delivery of high-quality participant support and operational services that help people with disability access the programs and supports they need.

Role Details:

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

About the Role:
The APS3 Participant Support Officer will provide frontline support to participants and stakeholders as a first point of contact, resolving enquiries wherever possible and assisting service delivery staff with operational and administrative tasks. The role requires delivering clear, empathetic advice in person, over the phone, via email, and SMS, while maintaining accurate records and ensuring compliance with agency policies and procedures.

This role is suited to a highly organised and adaptable professional with excellent communication skills, a strong focus on customer service, and the ability to manage competing priorities in a fast-paced government environment.

Key Responsibilities:

• Respond to participant enquiries and provide clear, accurate, and empathetic advice.
• Assist participants to navigate government systems and access appropriate supports.
• Manage team email inboxes, appointments, and telephone enquiries.
• Provide front reception support, including self-help kiosks and online services.
• Record complaints, feedback, and follow-up actions in agency business systems.
• Perform data entry and other administrative duties with accuracy and attention to detail.
• Coordinate accessible appointments and meetings for participants and stakeholders.
• Build rapport and work collaboratively with colleagues and external stakeholders.
• Contribute to a positive team environment and support operational workflow.
• Other duties as required.

Mandatory Requirements:

• Demonstrated experience in customer service, administration, or participant support roles.
• Excellent verbal and written communication skills, with the ability to engage empathetically with participants and stakeholders.
• Ability to manage multiple tasks and priorities efficiently, meeting deadlines and delivering quality outcomes.
• Strong attention to detail and commitment to accuracy and compliance.
• Proficiency in Microsoft Office and the ability to learn agency systems quickly.
• Australian Citizenship is mandatory for federal government positions.

Highly Regarded:

• Experience working within a federal government or public sector environment.
• Understanding of disability services, framework, or participant support programs.
• Experience engaging with people with disability, community groups, or not-for-profit organisations.
• Exposure to administrative coordination, case management, or stakeholder support.

Apply now! This is an excellent opportunity to contribute to meaningful outcomes for participants while developing your career within a federal government agency.

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.