National Disability Insurance Scheme

About the Agency 

The National Disability Insurance Agency (NDIA) is responsible for implementing the world leading National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in Australia.

The NDIA currently supports more than 640,000 NDIS participants with a significant and permanent disability, their families, and carers of those living with disability. Participants are people who apply and meet the access criteria for the NDIS. The NDIS is designed to enhance the quality of life and increase economic and social participation for people with disability and provide peace of mind for every Australian. For many Australians in the NDIS, this is the first time they receive the disability support they need.

An exciting new role awaits 

We think this is a great time to join the NDIA as we are embarking on a period of exciting transformation. If you are forward thinking, motivated, resilient, good at building relationships and want to work in a fast-paced environment, we welcome you to explore the NDIA as your next employer.

The APS3 Participant Support Officer role is crucial in supporting NDIS participants and other stakeholders by being a first point of contact and resolving their issues wherever possible. A Participant Support Officer can show their excellent customer service skills by giving clear advice to NDIS participants and stakeholders in person, over the phone or via email and SMS. They may resolve participant matters by actioning tasks. The Participant Support Officer also provides operational and administrative support to service delivery staff to ensure quality services for participants. Duties may include:

  • Managing and resolving participant matters by actioning planning tasks as per the NDIS Act 2013. 
  • Providing front reception support for the local office, which includes addressing participant and other stakeholder enquiries in the self-help kiosks and NDIA online support.
  • Resolving participant and other stakeholder enquiries, providing information and/or providing referrals to appropriate government or community services when needed.
  • Managing the team shared email inbox, appointments and telephone enquiries.
  • Coordinating appointments   utilising NDIA office facilities and ensuring they are accessible for everyone.
  • Performing data entry activities and ensuring follow up actions are completed.
  • Receiving and recording complaints and other feedback in the NDIA Business systems.

This exercise will be used to fill current vacancies and to create an order of merit as future opportunities arise. Although you will be considered for all opportunities above, if found suitable, your skills, knowledge, experience and your interest will be considered and aligned to one of the broad streams above, as well as the NDIA priorities.

*Please note – Affirmative Measures provisions are also open for these positions. The affirmative measure positions are to improve employment opportunities for people with disability and Aboriginal and/or Torres Strait Islander people in the Australian Public Service. They are open only to people with disability or Aboriginal and/or Torres Strait Islander people.

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 adjustments will be considered and managed in consultation with you. Further information can be found at on the Australian Public Service Commission website.

Our Ideal Candidate

We are searching for candidates who can demonstrate:

  • a positive contemporary attitude to people with disability.
  • people skills and an ability to adjust how you communicate.
  • excellent customer service skills as the first point of contact for participants and other stakeholders. This includes paying attention to detail and being committed to resolving any questions or concerns they have.
  • the ability to work well in a busy and fast paced environment, and being able to finish tasks on time even when deadlines are short.
  • high levels of integrity and professionalism to support our values and mission.
  • the ability to use your judgement, knowledge, and a little discretion in interpreting instructions, guidelines and procedures to make decisions.

Experience in the disability and/or allied health sector is desirable however is not essential. 

All new Participant Support Officers begin by completing a two-week induction program. This guided program is a combination of both on the job training and classroom type learning. The program has been designed for people new to the role and will build understanding and confidence in the processes, the IT system, and the legislation relevant to the Participant Service Officer role, particularly the NDIS Act 2013. 

Please refer to the below APS3 Participant Support Officer Candidate Pack for further information on our role.

Applications for this role close Monday 18 March 2024 at 11.30pm (AEDT).

If you have any questions, please contact DFP Recruitment on 1300 558 870 or email [email protected]

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

The NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. The NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.

The health and safety of workers, Participants and other visitors in our offices is our highest priority. Some roles within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory vaccinations.