Customer Services Officer

Mallee District Aboriginal Services (MDAS) is a proud Aboriginal Community Controlled Organisation (ACCO) guided by the voice of our Elders and Community.

Our Elders describe our reason for being as:

• Employed by our Community to work for our Community engaging educating and empowering individuals families and Community on their journey to selfdetermination.
• Committed to being a leading Aboriginal organisation that makes a genuine and practical difference in the lives of our clients families and Community.
• Grounded in LORE which underpins who we are what we do and why we do it.
• Guided by strong leadership community engagement and a supportive workplace culture.

MDAS exists to:

• Heal support serve and protect Aboriginal communities across the Mallee Region.
• Strengthen healthy resilient and capable Aboriginal people and families.
• Care for empower and guide our Mob through culturally safe holistic and Communityled services.

The Customer Service Officer is the first point of contact for patients clients and Community members accessing MDAS services. This role is critical in creating a welcoming culturally safe and respectful environment.

You will provide highquality customer service and administrative support across the organisation assisting clients and Community members with professionalism care and cultural understanding. The role may also provide relief in other areas of MDAS as required.

• Welcome clients patients and Community members in a culturally safe and respectful manner.
• Receive and direct enquiries to appropriate services or staff.
• Maintain a professional and welcoming reception environment.

• Provide general administration support across MDAS including document preparation filing correspondence room bookings catering and stationery ordering (in consultation with Finance).
• Manage incoming phone calls emails and faxes ensuring accurate message recording and timely distribution.
• Welcome professional visitors and support meetings with senior leadership Managers Directors or the CEO.
• Undertake other duties as directed.

• Schedule appointments and manage bookings.
• Assist clients requesting funeral assistance to complete required forms and access eligible support.
• Support holiday programs welfare reference lunches and Community activities.
• Arrange and coordinate client transport as required.

• Greet clients attending Health Services and confirm appointment details.
• Maintain accurate client records in Communicare including biographics and PRODA.
• Support clients with general health enquiries and connect them with appropriate services.
• Inform clients of delays or service changes.
• Assist with transport and mobility support including prescription collection and delivery where required.
• Liaise with external providers such as pathology services and specialists.
• Scan and code client information and results into Communicare.
• Support GP and visiting specialists with daily administration and followup.
• Manage recalls reminders and Medicare billing processes.

• Participate in quality improvement activities and reporting.
• Promote continuous improvement through Do Check Act practices.
• Identify and report workplace risks and maintenance issues.
• Follow MDAS policies when supporting distressed or vulnerable clients.

• Uphold MDAS values that respect Aboriginal culture history and connection to Country.
• Support compliance with legislation policies and audit processes.
• Work collaboratively with internal teams to support holistic service delivery.

• Demonstrated clientcentred approach with empathy respect and care.
• Ability to represent MDAS in a professional and positive manner.

• Experience using office equipment and software including word processing spreadsheets and databases.
• Strong attention to detail and accuracy.

• Strong communication skills with the ability to engage respectfully with Aboriginal and Torres Strait Islander people.
• Ability to maintain confidentiality and exercise sound judgement.

• Strong commitment to culturally safe and inclusive service delivery.
• Willingness to learn and strengthen cultural knowledge and capability.

• Relevant qualification in Business Administration Medical Administration or a related field or willingness to undertake.
• Level II First Aid or willingness to obtain.
• Current Australian Driver Licence.
• Current Victorian Working with Children Check (Employee).
• Current National Police Check.

MDAS is a Child Safe Organisation and is committed to protecting the safety and wellbeing of children at all times. Employment is subject to satisfactory police and Working with Children checks.