APS3 Participant Support Officer

Job description

Mount Gravatt | $38.89 per hour + super | 12-month assignment

An opportunity is available for a Participant Support Officer to join a team supporting participants of the National Disability Insurance Scheme (NDIS). In this role, you will be a key point of contact for participants and other stakeholders, providing information, resolving enquiries and helping people navigate services and supports.

Based in Mount Gravatt, this full-time assignment offers the opportunity to contribute to meaningful outcomes while working in a supportive, team-oriented environment.

About the Role
As a Participant Support Officer, you will provide frontline customer service alongside administrative and operational support to ensure participants receive timely, accurate and appropriate assistance.

Your responsibilities will include:

• Responding to participant and stakeholder enquiries in person, over the phone and via email.
• Providing clear information and guidance to help participants navigate the NDIS process.
• Identifying and resolving issues where possible, referring participants to appropriate government or community services when required.
• Supporting front reception services, including assisting participants with self-service kiosks and online support.
• Managing shared email inboxes, telephone enquiries and appointment bookings.
• Coordinating appointments and ensuring arrangements are accessible for participants.
• Completing data entry, maintaining accurate records and following up on outstanding actions.
• Recording complaints and feedback in relevant business systems.
• Providing administrative support to the wider team and managing competing priorities effectively.

About You
You are a customer-focused professional who enjoys helping others and can communicate with empathy, patience and professionalism. You understand the importance of providing accessible, respectful and responsive support, particularly when working with people who may be navigating complex circumstances.

To be successful, you will demonstrate:

• Excellent verbal and written communication skills, with the ability to engage empathetically with participants, families and stakeholders.
• A strong commitment to customer service and understanding individual needs.
• Well-developed organisational skills and the ability to manage multiple tasks and competing priorities.
• Strong problem-solving skills, with the ability to identify issues and find practical solutions.
• The ability to build rapport and develop productive relationships with colleagues and external stakeholders.
• High attention to detail when completing documentation and maintaining records.
• An understanding of the NDIS framework, disability services and the challenges experienced by people with disability.
• Flexibility to respond to changing circumstances and participant needs.
• A collaborative approach and the ability to contribute positively to a team environment.
• A positive, respectful and contemporary attitude towards people with disability.

Experience using Microsoft Office and business systems, along with an understanding of relevant policies and procedures, will also be beneficial.

Assignment Details

• Location: Mount Gravatt, Queensland
• Rate: $38.89 per hour + superannuation
• Duration: 12-month assignment
• Proposed Start Date: 4 January 2027
• Hours: Full-time office based
• Work Environment: Office-based customer service and administrative support

Apply Now
If you are passionate about delivering quality service, supporting people with disability and helping participants access the information and services they need, we encourage you to apply.

Take the next step in your career and contribute to work that makes a meaningful difference to NDIS participants and their communities.

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