aps3 participant support officer - katoomba

Position Title: APS3 Participant Support Officer

Location: Katoomba NSW
Employment Type: Full-Time (100% Onsite | Monday to Friday, 8:30am – 4:30pm)
Duration: 12 months assignment (31st December 2027 with further extensions)
Pay Rate: $38.89ph + super
Eligibility Criteria: Australian Citizenship is Mandatory

About the Role

Join Federal Government organisation to deliver vital support to NDIS participants, their families, and carers. You will serve as a key point of contact, ensuring smooth daily operations at the local office counter and providing high-quality service across multiple communication channels.

Key Responsibilities

• Participant & Customer Support: Provide direct counter and reception support, assisting participants with self-help kiosks, online portals, and general scheme enquiries.
• Planning & Actioning Tasks: Manage and resolve participant matters by completing action items and planning tasks in alignment with the NDIS Act.
• Enquiry Resolution & Referrals: Answer phone and inbox enquiries, offer accurate advice, or connect customers with relevant external community and government services.
• Administration & Operations: Coordinate office appointments, oversee the team’s shared email inbox, and maintain accessible facilities for visiting participants.
• Research & Data Entry: Conduct basic research, prepare routine reports, update customer records, perform data entry, and track required follow-up actions.
• Feedback Management: Receive, record, and process participant feedback and complaints within business systems.