113375 APS3 Participant Support Officer - Boronia
- Boronia, VIC
- $37.36 per hour
- Contract
- Full-time
- Providing high quality customer service as the first point of contact and resolution for participants, customers and stakeholders in person at front in house, over the phone and via email.
- Resolving customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by appropriate team, government or community service as per the NDIS Act, work instructions, operational guidelines and Ministerial direction.
- Triaging of moderately complex enquiries to the appropriate team.
- Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines and Ministerial direction.
- Making outbound calls to NDIS participants, providers and other stakeholders.
- Undertaking suitability assessments for entry and exits into specialist planning streams.
- Managing inboxes, including triaging and making decisions on priority and escalated participant matters and referring to appropriate service delivery team.
- Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis and supporting regular project reporting.
- Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and time frames are met.
- Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.
- Empathy and excellent customer service skills for handling sensitive or challenging conversations.
- Problem solving and decision making based on evidence and sound judgement.
- Ability to manage multiple tasks, meet deadlines and adhere to schedules.
- Ability to adapt to change and work in dynamic environments.
- National Criminal History Records Check