Service Delivery Officer

Department of the Prime Minister and Cabinet

APS Level 6 - $82,901 - $93,162

Ongoing, Full-time, Part-time

Darwin - NT

Closing date: Thursday, 25 October 2018

6 days to apply

Job description


The Opportunity

The APS6 Service Delivery officer is responsible for high-level range of activities in supporting the Office of the Registrar of Indigenous Corporations (ORIC) business objectives which include:
• Supporting ORICs ability to ensure Indigenous Corporations registered under the Corporations (Aboriginal and Torres Strait Islander) Act 2006 (CATSI) are compliant with the requirements of the Act through the provision of support and advice to existing Corporations and those wishing to register.
• Provide training and support services.
• Provide a range of local services and governance assistance to Aboriginal and Torres Strait Islander corporations within the region, including delivery and support of training.
• Manage complaints and disputes, including supporting the delivery of the Registrar’s dispute and complaints management function.
• Support compliance of corporations with reporting requirements including annual reporting, post administration reporting, and compliance notices.

Our Ideal Candidate

Specific tasks include, but are not limited to:
• Support the resolution of disputes through the application of technical expertise and knowledge in relation to the CATSI Act, relevant policies and procedures and apply dispute resolution methodologies.
• Assisting with the delivery of ORIC’s Corporations complaints handling service, including preparing responses to complex complaints and providing support to corporations by operating in ORIC’s call centre environment.
• Preparing complex documentation including briefings, submissions and reports.
• Under limited direction, managing complex dispute resolution in accordance with relevant policies and standards, negotiating with Indigenous Corporations to resolve conflict, and escalating as required.
• Supporting the development and maintenance of internal policies and procedures to ensure that the dispute service meets all necessary KPIs and targets.
• Providing assistance and leadership to team members including allocating workload, setting work area priorities and workflow in support of ORICs business objectives.
• Developing, implementing and reviewing quality assurance and governance procedures, practices and frameworks, including developing Standard Operating Procedures, tools and templates.
• Delivering or supporting training programs.
• Assisting corporations to meet their reporting requirements through a compliance program.
• Monitoring compliance notices and post administration reporting.
• Experience in conflict management and coaching, mediation, arbitration, social work, and/or facilitation will support effective performance in the position.
• A valid driver’s license is required for this position.

Qualifications in accounting, legal practice and business administration or a Certificate IV in Training and Assessment are also advantageous.

What We Offer

• A flexible, diverse and inclusive workplace and attractive remuneration package including generous employer superannuation contributions.
• Exciting and fulfilling work at the heart of government with career development and networking opportunities difficult to find elsewhere.
• The opportunity to work with strong, smart, visionary and experienced leaders who encourage and support you to develop your interests and expertise and achieve your ambitions.


To be eligible for this position you must be an Australian Citizen at the closing date of application.

The occupant must be able to obtain and maintain an Unclassified level security clearance, or hold a current security clearance of an appropriate level.


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:

Helen Wright, (02) 61462572

Position number:

Vacancy N.N. 10735586

Agency website:

Department of the Prime Minister and Cabinet website