Gazetted Vacancy - Team Leader - Indigenous Support - Redress Service Delivery Branch - Affirmative Measure (Indigenous)

  • Ongoing National Office, Tuggeranong,Batemans Bay, NSW
  • APS 6 $85,137 - $95,695
  • 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 Team Leader, Service Recovery - Indigenous Support, supports the Assistant Director to oversee a small team of Indigenous staff that work as coordination 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 Team Leader will manage and mentor 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 coordinating internal and external relationships, resolving and escalating issues to the Assistant Director and contributing to strategies and activities which improve overall service delivery and cultural awareness of the Scheme.

The duties include the following:

  • manage an Indigenous service delivery team, including reporting on business performance, monitoring and balancing priorities and workflow
  • manage and support the development of staff including the management of performance, attendance, capability development, and health and wellbeing
  • manage feedback and complaints, including initial investigation and resolving issues and incidences escalated by staff
  • escalate issues that adversely impact on policy, performance and/or service to Scheme applicants
  • monitor and manage work output and quality against established performance standards through quality analysis and reporting
  • contribute to relevant business and people planning and develop strategies to improve performance, encourage innovation and manage and lead team/s through changes in business and process improvement
  • exercise appropriate delegations in accordance with legislation and guidelines.


Eligibility / Additional Requirements:
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 Strait 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.
We are seeking candidates with the knowledge, skills and experience in the following areas :
  • 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
  • ability to understand the challenges faced by applicants of the Scheme including a sound knowledge of trauma informed frameworks, theories and practices
  • strong interpersonal and communication skills to engage will all stakeholders effectively and sensitively in both written and verbal formats
  • escalate issues that adversely impact on policy, performance and/or service to Scheme applicants
  • monitor and manage work output and quality against established performance standards through quality analysis and reporting
  • contribute to relevant business and people planning and develop strategies to improve performance, encourage innovation and manage and lead team/s through changes in business and process improvement
  • plan strategically and prioritise workload for self and teams to accomplish business outcomes.

Eligibility / Additional Requirements: Candidates with prior work in the community and social services sector, allied health, or other relevant sector experience, or proven service delivery experience, are highly desirable.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: stephen.gribble@dss.gov.au

Application Closing Date: 28-Jan-2021

How to apply: