Gazetted Vacancy - Assistant Director - Indigenous Support - Redress Service Delivery Branch - Affirmative Measure (Indigenous)

  • Ongoing National Office, Tuggeranong,Batemans Bay, NSW
  • Executive Level 1 $106,077 - $120,410
  • Stephen Gribble (02) 6146 1009

About the Stream, Group or Branch:
This is an Affirmative Measure (Indigenous) vacancy.

The National Redress Scheme (the Scheme) is for eligible people who experienced institutional child sexual abuse. The establishment of the Scheme is a key recommendation of the Royal Commission into Institutional Responses to Child Sexual Abuse. The Scheme helps people who have experienced institutional child sexual abuse gain access to counselling, a direct personal response, and a Redress payment.

The Scheme started on 1 July 2018 and will run for 10 years.

Position Description:
The Assistant Director, Service Recovery - Indigenous Support, oversees a small team of Indigenous staff that work as a communication point between Indigenous applicants, support services and the Scheme, driving cultural awareness in the National Redress Scheme and ensuring Aboriginal and Torres Strait Islander applicants needs are considered in a culturally responsive and safe environment.

The Assistant Director will provide a high level of leadership to staff who are responsible for incoming calls from applicants and nominees, a range of outbound calls, determine staffing and workflow priorities and monitor and manage performance, health and wellbeing. They also have an important role in managing internal and external relationships, resolving and escalating issues to the Director and contributing to strategies and activities to strengthen overall service delivery and cultural awareness of the Scheme.

The duties include:

  • lead and support operations across an Indigenous service delivery team, including monitoring business performance, setting priorities, managing resources and workflow
  • lead, manage and develop staff including overseeing the management of performance, attendance, capability development, and health and wellbeing
  • support the delivery of Cultural Awareness initiatives and develop, implement and guide Indigenous service delivery strategy
  • oversee the management of customer feedback and complaints, including investigating and resolving customer issues and incidents escalated by staff and third parties
  • build and foster relationships with external support organisations
  • Manage and resolve complex, systemic and sensitive issues in escalated cases
  • support innovation, and manage and lead change
  • resolve and/or escalate issues that adversely impact on policy, performance and/or customer service
  • provide operational intelligence and feedback to the departments executive where relevant
  • prepare a range of written material including business cases, reports, executive briefs and corporate documentation.

Eligibility / Additional Requirements:
Applicants must identify as Aboriginal or Torres Strait Islander to be considered for this role. Accceptable evidence will be required if found suitable for the role.

Affirmative Measures facilitates the employment of people of Aboriginal and/or Torres Strait Islander descent. Successful applicants are required to provide evidence to confirm that they are Aboriginal and/or Torres Strait Islander. Acceptable evidence includes:

  • a letter signed and executed by the Chairperson of an incorporated Aboriginal or Torres Straigt Islander organisation confirming that they are recognised as an Aboriginal or Torres Strait Islander person, or
  • a confirmation of Aboriginal or Torres Strait Islander descent form executed by an Aboriginal or Torres Strait Islander organisation.

Candidates with prior knowledge, skills and experience in the following areas are highly desirable: 
  • demonstrated experience in working with Aboriginal and Torres Strait Islander people and communities, including communicating in a culturally competent manner, and an understanding of contemporary and historical issues facing Aboriginal and Torres Strait Islander peoples
  • high level interpersonal and communication skills to engage with stakeholders effectively and sensitively in both written and verbal formats
  • ability understand the challenges faced by applicants of the Scheme including a sound knowledge of trauma informed frameworks, theories and practices
  • plan strategically and prioritise workload for self and teams to accomplish business outcomes
  • experience managing highly escalated customers and/or stakeholders including customer aggression and/or inappropriate behaviour
  • the drive and ethos to promote innovation and lead by example, being accountable for the decisions and actions of themselves.
To be eligible for employment with Department of Social Services (the department), you must be an Australian citizen. An applicant's suitability for employment with the Department will be assessed through a pre-employment screening process. This will include an identity and criminal history background check.

Eligibility to obtain an Australian Government Security Clearance:
The suitable applicant must also obtain and maintain a security clearance conducted by the Australian Government Security Vetting Agency (AGSVA).

Applicants also must be able to establish their background as checkable to be considered eligible for a security clearance. Any gaps or periods of time spent overseas for 12 or more months (cumulative) that cannot be verified by an Australian referee is deemed uncheckable, rendering the applicant ineligible for a security clearance. Background history must cover 5 / 10 years (Baseline / Negative Vet 1 or Negative Vet 2) of employment, education, residential, criminal history and anything else specified by the AGSVA.  The suitable applicant must be willing to disclose all relevant and required information to fulfil this process.

Type / Length of Vacancy: Ongoing

Contact Officer Name: Stephen Gribble

Contact Officer Phone: (02) 6146 1009

Contact Officer Email:

Application Closing Date: 28-Jan-2021

How to apply: