Veteran and Family Support Officer

About this role

The APS 5 Veteran and Family Support Officer (VFSO) supports the delivery of a nationally consistent outreach service to veterans and families of veterans across a range of locations, including ADF bases, industry employers, Ex-Service Organisations (ESOs) and regional communities of identified need. This approach to servicing the veteran community is delivered through the hub-and-spoke model. The VFSO works as part of a team to provide high-quality, client-focused services, assisting ADF members, veterans and families to access transition and wellbeing supports. The role contributes to the effective delivery of Agency services on military bases and in outreach environments, forming an important point of contact for the veteran community. The VFSO provides tailored information, support and guidance in relation to DVA services and entitlements, and delivers briefings, presentations and updates to stakeholders including current and former ADF members, families of veterans and ESO representatives. These positions carry responsibility for maintaining the Agency’s reputation within the community, as they are often the first point of contact for veterans and their families. VFSOs are expected to demonstrate professionalism, sound judgement and a strong client service focus in all interactions. VFSOs work under the direction of Team Leaders and may operate with a moderate level of autonomy to complete allocated tasks, contribute to team outcomes and support the achievement of business targets. The role requires collaboration with Defence personnel and other stakeholders to support transitioning members and ensure appropriate services are accessed. • Provide high-quality, client-focused support to ADF members, veterans and families of veterans in line with Agency policies, procedures and performance expectations • Provide advice and guidance on legislation, policies and services, including in writing, with support from senior staff where required • Work collaboratively with internal and external stakeholders, including Defence, ESOs and industry partners, to support service delivery • Assist with outreach and representational activities, including presentations at ADF seminars, transition events and stakeholder forums • Support the delivery of services aligned with the Joint Transition Authority and other Defence programs • Contribute to the development and maintenance of stakeholder relationships to improve service outcomes • Assist with the management of Defence Notifications, including identifying clients who may require additional support and facilitating referrals • Prepare and contribute to written materials and resources for the veteran community • Identify clients who may be at risk or have complex needs and refer to appropriate support services, including the Agency’s Wellbeing Case Coordination function • Work collaboratively as part of a geographically dispersed team, contributing to team objectives and continuous improvement activities.