Participant Support Officer

Overview

The Participant Support Officer position, based in Adelaide, South Australia, operates on an initial contract lasting until December 2026, with potential for extension. This role involves managing priorities and workflow while performing a mix of procedural, clerical, administrative, and operational duties, including some research and analytical tasks, all under the guidance of team leadership. The incumbent supports participants and the organization by balancing safeguarding with sustainability in alignment with recent reforms.

Key Responsibilities

• Respond to complex enquiries where clear guidance or scripts may not be immediately available.
• Handle workflow according to allocated tasks and specific team protocols.
• Operate within a defined scope and escalate issues to other organizational areas when necessary.
• Analyze and oversee workflow distribution, offering recommendations to colleagues and supervisors to meet agency and ministerial goals.
• Initiate outbound communication with participants, providers, and other stakeholders.
• Carry out suitability assessments for participant entry into or exit from specialist planning streams.
• Manage participant-related matters, including executing moderately complex planning pathway delegate tasks as per work instructions, operational guidelines, and ministerial directions.
• Escalate more complex planning issues to senior team members or other delivery teams for resolution.
• Support project management activities, including project plan development, research, analysis, advice provision, and assisting with regular project reporting.
• Collaborate effectively within the team by providing feedback, contributing to process improvements, participating in team activities, and supporting peers on the job.

Required Skills and Attributes

• Excellent communication skills with an ability to actively listen and empathize with participants’ needs sensitively.
• Capacity to learn and apply new skills through practical experience on the job.
• Ability to interpret and utilize statutory, regulatory, and policy frameworks for informed decision-making and problem-solving.
• Effective in managing multiple, sometimes competing, tasks and prioritizing work accordingly.
• Skilled in de-escalating situations, recognizing risk levels, and maintaining calm and patience under pressure.
• Provide mentorship and guidance to junior Participant Support Officers.
• Operate under general supervision within established procedures, performing technical, administrative, clerical, and operational duties including some analysis.
• Engage with stakeholders to resolve moderately complex concerns diplomatically and effectively.
• Communicate, negotiate, and offer advice and recommendations to a diverse range of customers and external parties.

Additional Information

To explore this opportunity further, potential candidates may reach out for a conversation with the contact person, Ivan Aureus, at the provided telephone number. No salary or benefit details have been specified.