APS3 Participant Support Officer

• Manage and resolve participant matters by actioning planning tasks as per the NDIS Act
• Provide front reception support, including assisting with participant enquiries at self-help kiosks and online support
• Resolve participant and stakeholder enquiries, provide information, and make referrals to appropriate government or community services
• Manage the team's shared email inbox, appointments, and telephone enquiries
• Coordinate appointments, ensuring office facilities are accessible for all
• Perform data entry activities and ensure follow-up actions are completed
• Receive and record complaints and other feedback in the Business systems

• Australian Citizenship is required
• Customer Service experience
• Admin and proficient in using systems and softwares
• Experience working in the Disability sector
• NDIS WSC and WWCC is desirable
• Good understanding & Working knowledge of computer systems
• Associate Degree/Diploma
• Ability to communicate clearly and empathetically with participants, their families, and other stakeholders, both verbally and in writing
• A strong focus on providing high-quality service, understanding participant needs, and guiding them through the process
• Ability to manage multiple tasks and priorities efficiently, including case management and administrative duties
• Capability to identify issues and develop practical solutions to assist participants in accessing services and supports
• Skill in building rapport with participants and working effectively with colleagues and external stakeholders
• Ensuring accuracy in documentation and compliance with policies and procedures
• Understanding of the NDIS Act, disability services, and the challenges faced by people with disabilities
• Flexibility to respond to changing circumstances and participant needs

Experience working within the disability sector and/or knowledge of NDIS Act is Highly Desirable

Super