APS4 Claims Officer – Veteran & Social Services

About the Company

The Department of Veterans’ Affairs (DVA) is a department of the Australian Government responsible for providing support and services to current and former serving members of the Australian Defence Force (ADF) and their families. DVA’s mission is to support veterans and their families by providing them with the care, compensation and commemoration they deserve. We are committed to fostering a supportive and inclusive environment for our staff, enabling them to make a significant difference in the lives of the veteran community.

Job Description

We are seeking a dedicated and compassionate APS4 Claims Officer to join our team in Fortitude Valley. In this vital role, you will be responsible for assessing and processing claims for benefits and services for veterans and their families, ensuring adherence to relevant legislation, policies, and procedures. Your work will directly impact the well-being of those who have served our nation, requiring a high degree of accuracy, empathy, and attention to detail. This role offers the opportunity to develop a deep understanding of veteran support services and contribute to a meaningful cause.

Key Responsibilities

• Process and assess claims for DVA benefits and services in accordance with legislative requirements and departmental guidelines.
• Communicate effectively with veterans, their families, and other stakeholders, providing clear and empathetic explanations of decisions and processes.
• Manage a caseload of claims, prioritizing tasks to meet service level agreements and client needs.
• Conduct research and gather necessary information to support claim assessments, including liaising with medical professionals and other government agencies.
• Maintain accurate and comprehensive records within departmental systems.
• Identify and escalate complex or sensitive cases to senior officers as appropriate.
• Contribute to continuous improvement initiatives within the claims assessment process.

Required Skills

• Demonstrated experience in a claims processing or administrative role, preferably within a government or social services context.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in using digital systems and databases for record keeping and case management.
• Ability to work effectively both independently and as part of a team.
• Proven organizational skills, with the capacity to manage a varied workload and meet deadlines.

Preferred Qualifications

• A basic understanding of relevant legislation (e.g., Veterans' Entitlements Act 1986, Military Rehabilitation and Compensation Act 2004).
• Experience working with sensitive information and maintaining confidentiality.
• Tertiary qualifications in a related field (e.g., Social Work, Law, Public Administration).

Perks & Benefits

• Competitive superannuation contributions (15.4% for APS employees).
• Flexible working arrangements to support work-life balance.
• Access to professional development and career advancement opportunities.
• Employee assistance program for personal and professional support.
• A supportive and inclusive workplace culture.
• Generous leave entitlements.

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