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Aurora Neurodiversity Program 2023: APS3/4 Service Support Officer Melbourne, VIC

Specialisterne Australia offers an alternative pathway for people on the autism spectrum to connect with employers who recognise and value the contributions and talents that individuals on the spectrum can bring to their organisations. We are excited to partner with Services Australia in their Aurora Neurodiversity Program,, for a Service Support Officer from within our community of talented autistic candidates.

About Services Australia

We touch the lives of almost every Australian and we are here to help people meet life’s challenges. Services Australia is responsible for the delivery of advice and high quality, accessible social, health and child support services and payments. We continually build on our foundation of service excellence to shape how government services are delivered to the Australian community. Our task is to modernise the way we work to deliver simple, helpful, respectful and transparent services every time. We offer work that improves the lives of Australians, great working conditions, workplace diversity and inclusion that reflects the community we serve and flexible work practises for work and family life balance.

Aurora offers:

  • An inclusive recruitment process that allows candidates to demonstrate their skills and capacity in a format that removes barriers from traditional recruitment processes

  • 18-month employment contract with a competitive salary

  • Learning and development – including on-the-job and formal training/qualification

  • Ongoing support and coaching throughout the program from an experienced neurodiversity specialist provider

  • A dedicated agency relationship manager.

About the role

1x APS3/4 Service Support Officer

About the team

We achieve integrity outcomes through the operational delivery of compliance, debt raising and debt recovery program and services. Our diverse skills and capabilities allow us to quickly mobilise large workforces to deliver priority work across the agency.

We proudly and passionately strive for excellence in customer and staff experience. With 8 service delivery footprints that span the country, CDO protects the integrity of the government outlays for social welfare by:

  • Completing risk-based compliance reviews and interventions in line with the agency's Compliance Assurance Programme.

  • Raising and recovering social welfare overpayments.

  • Providing customer service and processing associated with the Income Compliance Program's Refund and Remediation work and Settlement Distribution Scheme.

  • Delivering functions to support service operations, including quality and divisional communication.


The roles are full-time, non-ongoing/ongoing, non-ongoing contracts for up to 18 months.

Location of role

The role is located in Melbourne CBD and surrounds, VIC.

Aurora Neurodiversity Program 2023

APS3/4 Service Support Officer | Melbourne, VIC

Please Note: All applications must go through Specialisterne Australia. Our partner employers do not handle applications directly for these opportunities.

What you will do

The Strategic Support and Coordination teams play an important role within the Compliance Assurance and​ Debt Operations Division (CADO). The teams have a broad range of responsibilities including:

  • supporting CADO in developing and distributing clear and timely communication to help staff deliver quality customer service and government outcomes

  • overseeing quality in the Compliance and Debt Operations (CDO) branch

  • supporting CDO branch to transition through change and achieve key priorities

  • delivering the Empowering Excellence program and ​supporting CDO local leadership to sustain high performance practices

  • monitoring submissions to the Home Improvement Hub and working with stakeholders to progress ideas

  • ​​​supports local leaderships to sustain high performance practices

  • leads and coordinates​​ branch reporting activities

  • undertakes objective, systematic analysis and draws conclusions based on evidence

As a Service Support Officer you will:

Duties may include some or all of the following:

  • management and dissemination of internal communication

  • development and distribution of executive messaging

  • development of communication plans and support business areas developing internal communication products

  • publishing communications through various channels on behalf of other business areas

  • coordinate facilitated technical and self-paced training for staff and provide written communications to sites

  • collate self-paced learning resources from various stakeholders to provide to leaders

  • liaise with stakeholders regarding scheduling of training and queue demand

  • monitor, coordinate and report on the Mandatory Training for the branch

  • coordinate the movement of staff into surge work or changing work priorities.

What you should have

Ability to:

  • communicate in an effective way

  • research and make sound decisions using appropriate judgement

  • tailor services to meet business needs

  • build relationships and engage with diverse groups of people

  • collaborate with other staff in immediate work area and other areas of the agency

  • support and train others

  • work in and adapt to a changing environment

  • demonstrate relevant computer literacy skills.

What is nice to have: Knowledge and understanding of:

  • payments, programs and services administered by the agency, with an in-depth knowledge of one or more services

  • relevant service models, including the agency’s Service Delivery Operating Model

  • the role and responsibilities of the agency

  • customer groups and related service needs

  • diversity and cultural sensitivities

  • government and community service providers and related referral processes

  • legislation, policies, procedures and information management requirements relevant to the work area

  • the agency’s privacy, ethics, workplace health and safety and security protocols

  • relevant business systems and tools.

What you must have To apply for these roles, these things are essential:

  • Must be 18 years of age or over

  • Must have a diagnosis of autism (including Autism spectrum disorder, Asperger's disorder, Autistic disorder, or PDD-NOS). ‘Specialisterne may be required to provide evidence of your diagnosis to Services Australia to confirm your eligibility for the program.’

  • Must have proof of Australian Citizenship and agree to background checks

  • Must be able to obtain a Baseline security clearance

  • Must live (or be willing to relocate to) a daily commutable distance to Melbourne CBD.

Application process:

Step 1

Before you can apply for jobs through Specialisterne Australia, you must first register with us as an eligible candidate using the form on this page. You only need to do this once, existing candidates already registered using this form can proceed to login at the candidate portal. To commence the registration process, please make sure you have the required documents stated below:

  1. Evidence of an Autism Spectrum Disorder (ASD) diagnosis. Evidence could be a Diagnostic Assessment or a letter from a treating medical practitioner.

  2. Proof of Australian Citizenship. Accepted documents are one of the following:

  • Australian Birth Certificate

  • Current Australian Passport

  • Certificate of Australian Citizenship

Step 2


Upload your documents using the form provided on this page below. A member of our team will check your eligibility and you will then be sent a link to complete an online registration form with Specialisterne Australia. After you have completed your registration form, you will be sent a link to the candidate portal to upload supporting documents and apply for our jobs.


If you have already registered as an eligible candidate with Specialisterne Australia using the form below and have an account, you can login to your account in the candidate portal to apply for the jobs or opportunities you are most interested in. A link to the candidate portal is contained in the form provided on this page below.

Step 3

Shortlisted applicants will be invited to participate in activities and assessments delivered by Specialisterne and Services Australia to determine their suitability for the various opportunities. Talk to us if you need some flexibility to participate in these, particularly if you cannot attend because of work or study commitments.

Step 4

At the conclusion of the activities, successful candidates will be offered employment. If you are unsuccessful, you may be considered for other Specialisterne opportunities.

Activities will be delivered in-person and online in a virtual assessment centre environment and therefore candidates are expected to have use of their own computer with a webcam and microphone and have access to the internet.

About Specialisterne Australia

Specialisterne Australia exists because autistic candidates are being overlooked for employment, largely due to the many barriers that autistic candidates come up against when competing for employment in typical recruitment practices.

Specialisterne has created an end-to-end recruitment and employee support framework that removes those typically found barriers, and replaces them with practical, demonstrative assessments and activities whereby candidates, over a patient process, have the opportunity to:

  • better understand the requirements of the roles they are competing for to assess if they are the right opportunities for them

  • meet team members and managers throughout the process

  • connect with others who have previously gained employment via this program

  • demonstrate through practical assessments and activities their motivation and suitability for the available roles over a patient process

  • ‘show’ what they can do (not just tell someone what you can do)

At Specialisterne Australia our values are Respect, Clarity, Accommodation, and Accessibility. We keep these in mind in all that we do. We work with our partner employers to promote and sustain a diverse and inclusive workforce.

To support you further throughout your journey, we provide a mentor and buddy, and we work with you to tailor an individual plan to accommodate your needs in the workplace, also providing a period of support for both you and your future employer, ensuring a successful transition into your new role.

More information:

We look forward to receiving your applications.

Aurora Neurodiversity Program

A pathway for people with autism to start their career in the Australian Public Service (APS) with opportunities in Services Australia.

The Aurora Neurodiversity Program (the Program) recognises the unique skills and talents people who are neurodivergent can bring to work. The Program seeks to improve career outcomes and offers professional development and work experience by providing a gateway to the APS.


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