Client Service Officer

The Veterans’ Review Board (VRB) is a specialist tribunal that delivers justice to veterans, current serving members and their families. We take a fresh look at decisions about veterans’ entitlements and compensation and, as independent decision-makers, we can assist in resolving disputes fairly, justly, informally, economically and quickly. We can only hear cases where the law gives us this authority and the law that establishes the VRB and governs our operation is the Veterans Entitlement Act 1986 (the VEA). We are less formal than a court. Where possible, we help veterans or their family members resolve their applications by talking through the issues at an ‘outreach’ with a Conference Registrar or at a conference with a Commission representative. If an application cannot be resolved, our members will decide the case at a hearing. Staff at the VRB are organized into two groups: client services and tribunal services. Client Services teams include: South Eastern (SE) Registry in Sydney; North West and South Australian (NWSA) Registry in Brisbane; and the Alternative Dispute Resolution team. The Tribunal Support team includes member support, financial management and internal communications. The key duties of the position include: Providing a dedicated point of contact for each veteran/applicant Liaise with veterans/applicants and advocates to provide a high quality, veteran centric service Ensure applications are ‘event-ready’ Creating & responding to correspondence & phone enquiries of a general procedural nature Reception duties & manage the team mailbox Schedule & manage hearing panels Preparing hearing rooms that can be physical & virtual via MS Teams Provide support services to conference registrars and members Work closely with other Board staff, Board members and clients. 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). All applicants external to DVA offered employment will be required to successfully 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. The successful candidate will be required obtain and maintain a Baseline Vetting (AGSVA) security clearance. Notes This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack. Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to 23 months. 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. DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community. DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation. Getting to know the Department of Veterans' Affairs 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.

Location: Brisbane CBD, AU

Posted Date: 2/1/2025