Claims Advocate

The Returned and Services League of Australia WA Branch Incorporated (RSL WA) is one of Australia's most renowned charities with 106 Sub-Branch locations and over 6,500 members. The RSL has a rich history deeply rooted in Australian culture and heritage stretching back to after the First World War. We are a unique intergenerational organisation that welcomes current and ex‑serving members of the Australian Defence Force (ADF) and other allied nations. Members of RSL WA are bound by their unique experiences of service, strong sense of duty, and values of care, mateship, camaraderie, and commemoration. Together, we ensure that veterans and their families impacted by the unique challenges of military service are supported. Our wellbeing, welfare, and claims advocacy services enable veterans and their families to thrive. RSL WA also hosts regular commemorative events including Anzac Day and Remembrance Day. RSL WA uses best practice, innovation, and a national network to deliver on its services. POSITION SUMMARY The Claims Advocate works within the Advocacy Team and reports to the Claims Advocate Lead and the Veteran Services Manager. The role advocates on behalf of ex‑service and serving personnel and their families to ensure a positive impact. The Claims Advocate provides advice and support for current and ex service personnel on claims (including pensions and benefits) and assist with their applications to the relevant government departments to help obtain the best possible outcome. KEY RESPONSIBILITIES Respond to initial enquiries and requests for assistance from current and ex‑service personnel and their families, offering information, advice and support in their applications to the relevant government departments. Complete all necessary paperwork, correspondence and general follow‑up with government departments (especially the Department of Veteran Affairs) and other bodies to help obtain the best possible outcome for the client. Adhere to the client management practices established by RSLWA including needs assessment, referrals and client review surveys. Data entry and related administration of client and claims management. Visit locations as part of an overall strategy as requested by the Claims Advocate Lead or the Veteran Services Manager on a regular or one‑off basis to meet with ADF personnel and other agencies as required and adhere to all off‑site policies and procedures. Work collaboratively with other Veteran Services' team members to achieve the best outcomes for the clients and improve work effectiveness and efficiency. Provide information on RSLWA Advocacy and other RSLWA Veteran Services to RSLWA Sub‑Branches and the Veteran community as part of the Veteran Services team as requested. Provide updated information and statistics for all RSLWA publications as required. Participate in all team meetings of the RSLWA Advocacy Services team and support the other activities including representation on Committees and at events such as family fun days, Defence community events and marketing and fundraising activities as necessary. Provide assistance in any other area of RSLWA's Veteran Services as requested. Support and assist with the work of the RSLWA and RSLWA Sub‑Branches as requested. Other duties as directed by the Claims Advocate Lead and / or Veteran Services Manager. Others Attend ATDP courses and other training as required. Adhere to all RSLWA policies and procedures. Other tasks and duties requested of you from time to time. SELECTION CRITERIA Qualifications and Experience Experience working with or in one of the Australian Defence Forces or an understanding of the needs of Defence Force personnel and / or Veterans. Knowledge and understanding of the principles and practices of Workplace Health and Safety. Current Driver's Licence. Skills and Personal Attributes A keen interest in and desire to contribute to the vision, values, planning and strategies of RSLWA as a leader in providing services and support to veterans and their families. Highly adaptable with ability to work flexibility, including out of standard work hours (for RSLWA events) as required. Ability to travel within Perth and surrounds and regional WA as required. Commitment to delivering a high quality service. Strong attention to details. Strong teamwork orientation, with the ability and social skills to work collaboratively with staff at all levels. Excellent time management skills with ability to perform well in fast paced environment. Self‑motivated, proactive with a high energy level. Exceptional oral and written communication skills and customer service orientation. Patience, kindness, empathy and non‑judgmental in nature. Strong emotional intelligence when dealing with sensitive information and cases. Sound working knowledge of Microsoft Word, Excel, Access, PowerPoint and Outlook. Sound working knowledge of or willingness to learn the Consolidated Library of Information & Knowledge (CLIK) - online. Successful candidate will be required to undergo a National Police Records Check prior to commencing employment. Equal Opportunity Statement At RSLWA, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society. At RSLWA, we believe inclusion is good for our organisation and the society. We are committed to treating all applicants and our employees fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. We aim to deliver an equality of opportunities and experience to everyone who works in our organisation. #J-18808-Ljbffr