Service Officer (Affirmative Measure - Indigenous Employment, Identified)

Department of Human Services

APS Level 4 - $64,368 - $71,317

Ongoing, Full-time

Thursday Island - QLD

Closing date: Monday, 7 May 2018

10 days to apply

Job description


Face to Face Services Division has the responsibility for managing the delivery of health and welfare services through 14 Zones across Australia. The Division works closely with other areas to deliver more effective and efficient services in line with National Key Performance Measures and to improve the quality of work and confidence of staff.

Service Centres handle a wide range of matters regarding eligibility, participation and ongoing access to payments and services for customers. Service to customers is provided face to face where you will assist customers by answering their enquiries, make assessments on a customer’s eligibility for payments and undertake processing and system entry activities related to a customer’s needs.

Service Officers must have high levels of personal resilience to be able to deal with emotional and challenging customer circumstances and high workload demands.

This job requires the successful candidate to engage effectively with Aboriginal and/or Torres Strait Islander customers to ensure a quality customer experience. This will include assisting individual customers in their dealings with the Department of Human Services (DHS), impart knowledge to customers on their rights and obligations, an ability to undertake an accurate assessment of customer circumstances and provide an appropriate service offer including options and possible outcomes.

Thursday Island is a remote island community located approximately 39 km north of Cape York Peninsula in the Torres Strait. There is limited accommodation options in Thursday Island. While the job is located in Thursday Island, it is part of the Zone’s broader Remote Servicing operations responsible for delivering department services to remote Indigenous communities across most of Queensland.
You will be required to undertake regular travel to the Northern Peninsula Area Remote Service Centre, to the outer islands of the Torres Strait and/or other remote locations. This may involve travel for long distances by four-wheel drive, flying in light aircraft and helicopter, and by ferry. A current Drivers licence is essential.



A merit pool may be established and used to fill future vacancies within the next 12 months.

Indigenous jobseekers are encouraged to apply for this vacancy. If the job is Identified, then part or all of the duties impact on Indigenous Australian people and/or involve interaction with Indigenous Australian communities or their representatives.

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 Islander 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. For more information see:

For more information:

Ellie Laifoo,, 07 4212 3410

Position number:

Vacancy N.N. 10723818

Agency website:

Department of Human Services website