Job Description
APS 3 SLocation: Sydney, NSW
Salary Range: $75,809 - $81,436 + Attractive Superannuation
This vacancy has been identified to participate in VetPaths
Open Arms – Veterans & Families Counselling (formerly VVCS) is Australia’s leading provider of high-quality mental health assessment and clinical counselling services for Australian veterans and their families. Open Arms are focused on meeting client needs through a combination of proven clinical practices and new and emerging evidence-based approaches.
A Service Support Officer provides the front line of customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community.
Operate within multidisciplinary teams providing clinical administrative support in the delivery of mental health and wellbeing services to anyone who has served at least one day of continuous fulltime service in the ADF and their immediate families.
You will be supported through the provision of ongoing learning and development opportunities.
DUTIES
As an APS 3 Service Support Officer you will be required to:
Provide high quality customer service as the first point of contact for clients, visitors and stakeholders, in person, over the phone or via email and SMS.
Provide administrative support to operational tasks as directed by regional Practice Manager.
Resolve client enquiries, provide information and options in accordance with policy and procedures, and refer to relevant service delivery team.
Provide frontline administrative support and first point of contact to clients presenting for in-centre appointments including appointment management activities via the Client Management System.
Provide administrative support in the coordination of regional events inclusive of group treatment and educative programs, internal meetings, and community-based events.
Provide administrative support across all service delivery streams inclusive of data entry, record keeping, and workflow tasks.
Deliver correspondence both internally and externally related to client allocations, referrals, appointments, and service satisfaction.
Provide administrative support to external referral platforms including contracted health providers and external stakeholders.
Support the daily operations of the region including management of regional correspondence and deliveries, arranging travel, processing invoices, raising resource requests and responding to property and maintenance issues.
Support the Practice Manager / Assistant Practice Manager in reporting quality assurance and operational data.
Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.
Understand and support the vision, mission and business objectives of Open Arms.
ELIGIBILITY
Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
Any successful candidate external to DVA offered employment will be required to undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.
NOTES
This recruitment process is being used to fill an ongoing position. For more information about the role, please see the .
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:
Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
Aboriginal and Torres Strait Islander peoples
People with disability
People who identify as LGBTQIA+
People from culturally and linguistically diverse backgrounds
We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustervice Support Officer
Salary Range: $75,809 - $81,436 + Attractive Superannuation
This vacancy has been identified to participate in VetPaths
Open Arms – Veterans & Families Counselling (formerly VVCS) is Australia’s leading provider of high-quality mental health assessment and clinical counselling services for Australian veterans and their families. Open Arms are focused on meeting client needs through a combination of proven clinical practices and new and emerging evidence-based approaches.
A Service Support Officer provides the front line of customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community.
Operate within multidisciplinary teams providing clinical administrative support in the delivery of mental health and wellbeing services to anyone who has served at least one day of continuous fulltime service in the ADF and their immediate families.
You will be supported through the provision of ongoing learning and development opportunities.
DUTIES
As an APS 3 Service Support Officer you will be required to:
Provide high quality customer service as the first point of contact for clients, visitors and stakeholders, in person, over the phone or via email and SMS.
Provide administrative support to operational tasks as directed by regional Practice Manager.
Resolve client enquiries, provide information and options in accordance with policy and procedures, and refer to relevant service delivery team.
Provide frontline administrative support and first point of contact to clients presenting for in-centre appointments including appointment management activities via the Client Management System.
Provide administrative support in the coordination of regional events inclusive of group treatment and educative programs, internal meetings, and community-based events.
Provide administrative support across all service delivery streams inclusive of data entry, record keeping, and workflow tasks.
Deliver correspondence both internally and externally related to client allocations, referrals, appointments, and service satisfaction.
Provide administrative support to external referral platforms including contracted health providers and external stakeholders.
Support the daily operations of the region including management of regional correspondence and deliveries, arranging travel, processing invoices, raising resource requests and responding to property and maintenance issues.
Support the Practice Manager / Assistant Practice Manager in reporting quality assurance and operational data.
Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.
Understand and support the vision, mission and business objectives of Open Arms.
ELIGIBILITY
Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
Any successful candidate external to DVA offered employment will be required to undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.
NOTES
This recruitment process is being used to fill an ongoing position. For more information about the role, please see the .
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:
Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
Aboriginal and Torres Strait Islander peoples
People with disability
People who identify as LGBTQIA+
People from culturally and linguistically diverse backgrounds
We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustervice Support Officer
💡 Quick Summary
Seeking a career-building opportunity? The APS 3 Service Support Officer position is now open for candidates interested in the Government Job Alert sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.