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Department of Social Services
Position Level: 
APS Level 6
$85,137 to $95,695
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 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. 

Key duties

Duties of the case coordinator includes 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.


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 Torress Straight 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 executied by an Aboriginal or Torres Strait Islander organisation.

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.

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: