Your new company

Hays is the preferred supplier for Federal, State, and Local Government organisations, as well as leading employers in Health, Technology, Insurance, Education, and Utilities across New South Wales. I am currently partnered with a Federal Government Agency to recruit an APS3 Participant Support Officer for a full-time temporary contract until June 2026.

This role offers a unique opportunity to contribute to a national initiative that directly improves the lives of people with disabilities through high-quality support and service delivery.

Your new role

As the APS3 Participant Support Officer, you will be working on site in a Front of House position, responsible for procedural, clerical, administrative support and operational tasks, including basic research and analysis. You’ll be a key point of contact for participants, helping to ensure they receive the support and information they need to access life-changing services.

Responsibilities may include but are not limited to:

• Providing high-quality customer service as the first point of contact for participants, customers, and stakeholders in person, over the phone, and via email.
• Managing and resolving participant matters in line operational guidelines and direction.
• Triaging moderately complex enquiries to appropriate teams or services.
• Coordinating appointments and ensuring facilities are accessible.
• Managing shared inboxes, appointments, and telephone enquiries.
• Undertaking research and preparing reports and correspondence.
• Making outbound calls to participants, providers, and stakeholders.
• Supporting project activities, including planning, reporting, and analysis.
• Receiving and recording complaints and feedback with empathy and professionalism.

What you'll need to succeed

To succeed as the APS3 Participant Support Officer, you will need:

• Excellent communication skills, both written and verbal.
• Ability to work independently and manage sensitive information.
• Strong analytical and decision-making skills.
• IT proficiency, especially in MS Office and CRM systems.
• Experience in administration or Front of House roles.
• Government experience is desirable.
• NDIS Worker Screening Check (or willingness to obtain).
• Australian Citizenship
• Experience in the disability, health or aged care sectors is desirable.
• All applicants selected for an interview will be required to provide a reference check before interview.

What you'll get in return

Through Hays, this role offers you an hourly rate of $37.36 + super, an opportunity to progress your career with this Federal Government Agency and:

• Weekly pay cycles
• Nominated choice of superannuation fund
• Online time sheet submission and approval
• No hidden costs or payroll deductions for our services
• No invoicing required for Pty Ltd holders
• Regular contact with consultants throughout the duration of your assignment

What you need to do now

If you're interested in this role, forward an up-to-date copy of your CV to rebecca.hillbrick@hays.com.au.
Please include a short summary of your suitability for the role.

If this job isn’t quite right for you but you’re looking for a new position, feel free to contact us for a confidential discussion about your career.

LHS 297508