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Department of Social Services
Position Level: 
Executive Level 1
$106,077 to $120,410
Canberra ACT, Batemans Bay NSW
Job type: 
Closing date: 
28 January 2021
To event remaining 10 days

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 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. 

Key duties

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 key responsibilities of the case coordinator 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.


  • Affirmative Measures facilitates the employment of peoples of Aboriginal and/or Torres Strait Islander decent. 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 Straight Islander person, or
  • a confirmation of Aboriginal or Torres Strait Islander descent form executed by an Aboriginal or Torres Strait Islander organisation.


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.

Affirmative Measure
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.

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.

The filling of this vacancy is intended to constitute an affirmative measure under section 8(1) of the 'Racial Discrimination Act 1975'. This vacancy is only available to Aboriginal and/or Torres Strait people. RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. 

Getting to know the Department of Social Services

The Department of Social Services (DSS) helps to build a strong and fair society for all Australians by delivering social policies that improve people’s lives. We are committed to creating a diverse and socially inclusive work environment that reflects the broader Australian community.

The Department offers a challenging and meaningful career working at the centre of the Australian Government's social policy agenda. We are a people-based organisation that encourages flexible working conditions and opportunities for promotion and development in a career where you can make a difference to your community.

The diversity of our staff is very important to us and we actively encourage applications from people with disabilities, LGBTIQ people, women and people with diverse linguistic and cultural backgrounds.

We recognise the richness of Aboriginal and Torres Strait Islander cultures and the unique knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy development and service delivery. We welcome and encourage applications from Aboriginals and Torres Strait Islander people for vacancies in the Department.

The Department aims to provide an inclusive workplace where each person’s unique perspectives and abilities are valued and applied in the development and delivery of meaningful social policy.

For more information: 
Andrew Riley
(02) 6146 0344
Position number: