Practice Officer

A Practice Officer assists in front line of customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service role greets people 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.

We are looking for someone who can provide exceptional face to face and telephony customer service, work in a team environment and attend to detail in complex administrative tasks involving unique software and workflows.

The Practice Officer must be able to work under supported direction, and in accordance with relevant legislation, policies and standard process, to undertake a range of administrative and strategic activities that support the regional team and stakeholders.  

Practice Officers undertake functions in office management and service delivery operations and support. Practice Officers may work across multiple functions and service delivery streams and will need to demonstrate flexibility.

• Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping. 
• Provide first escalation point for clients, contracted health providers and external stakeholder queries.
• Coordinate the administrative requirements for client referrals to both internal and external providers. This includes managing data, correspondence and client information between internal and external referral platforms and client management systems.  
• Coordinate the administrative requirements for group programs and workshops.
• Provide assistance with administrative induction and training of new employees and contracted health providers. 
• Undertake financial management activities including drafting procurement documentation, processing invoices, reconciling payments and tracking financial expenditure.
• Provide office management support for centre and regional satellite property resources, assets, IT and travel requirements.
• Support the Practice Manager in reporting quality assurance, compliance, audits, reports and operational data. 
• Build rapport and maintain key stakeholder relationships.
• 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.

• 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. 

Mandatory Requirements

• Currently hold or ability to obtain a Working with Children check.

This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

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 Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we support. DVA is both a policy and service delivery agency. We have strong relationships with Australian ex-service organisations, Federal and State Government agencies and the veteran community. DVA’s vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.