Services Australia FAQs

The service delivery recruitment process is used to fill a variety of service delivery roles across the Customer Service Delivery (CSD) and Payments and Integrity (P&I) Groups within Services Australia (the Agency).  We’ve identified a set of broad capabilities that are common across many service delivery roles. We’ll advertise based on these capabilities instead of advertising specific roles in Child Support, Centrelink, Medicare or any other specific business area. 

Yes. The agency has an ongoing need for entry-level service delivery staff that ensures we can support Australians in their everyday lives, including during emergency responses. To support this need, we'll be conducting regular recruitment for APS3 and APS4 entry-level service delivery roles.

If you miss one of our regular advertisements, you can apply to the Temporary Service Officer Register - APS3 and APS4 at any time.

On the Careers@ServicesAustralia webpage

Many of our service delivery roles require similar skills. Advertising each of these roles separately is neither efficient nor cost-effective. Advertising separately also means candidates often apply multiple times for very similar roles. We want to improve this experience for candidates. We also want a more efficient and planned approach to recruiting for similar roles.  

If your role meets the eligibility requirements for a ‘similar vacancy’ as per the Australian Public Service Merit Principles, then you should apply.  The advertised job pack includes a list of the kinds of roles that we may fill through this recruitment, but it’s not a complete list.  

We’ll fill service delivery roles across the Customer Service Delivery and Payments and Integrity groups. We are not advertising specific roles in Child Support, Medicare or Centrelink or any other specific business area.  We’ll create merit pools to fill vacancies. If you’re found successful through this process, we may offer you a role in any service delivery business area. .

An ‘identified’ position means all or most of the job involves the delivery of policies, programs and services. These may impact on, or requires interaction with, Aboriginal and Torres Strait Islander peoples, their communities or their representatives.

‘Identified’ positions are open to Indigenous and non-Indigenous Australians.

When you complete an application form, you’ll be asked if you want to be considered for ‘identified’ positions. If you select ‘yes’, you’ll need to answer a question to demonstrate your:

• understanding of issues affecting Aboriginal and Torres Strait Islander people
• ability to communicate sensitively and effectively with Aboriginal and Torres Strait Islander peoples. 

The advertised job pack includes information about the kinds of roles that we’re looking to fill through this process.  We could fill other roles through this process if the capabilities required are similar. 

Yes. At the end of this process, successful candidates will be placed into a merit pool that can be used to fill permanent (ongoing), non-ongoing, casual or short-term vacancies.  

Yes. These are externally advertised recruitment processes and are open to eligible members of the community. More details on eligibility requirements are in the job pack. 

This selection process will be used to fill a range of service delivery roles, which are considered to have similar capability requirements. The capabilities we are looking for will be included in the advertised job pack. Business areas will be able to access the merit pool and match successful candidates to available positions, providing the capability requirements are sufficiently like those advertised. This approach gives the Agency maximum flexibility in filling roles with the most suitable candidate. There are also benefits to candidates, as they won’t necessarily have to apply for multiple positions to be offered a role.  

It should be noted that we will continue to advertise service delivery roles which have specialist requirements separately. (For example, roles with specific mandatory qualifications). 

Each APS level differs in expected responsibilities and duties that increase in complexity and accountability the higher the classification. APS3 and APS4 are the Agency’s entry-level points for those new to the APS where you can build on your capabilities. Expectations for each classification are outlined in the Australian Public Service Commission Work Level Standards (APS WLS) website.  

You don’t need to list your role or classification preference in the application form – you'll be considered for all roles and classifications. After the last assessment stage, you’ll be advised if you’ve been found:

• unsuccessful
• successful at the APS3 classification only, or 
• successful at both the APS3 and APS4 classifications. 

If you’re found successful at the APS3 classification only, you can tell us if you don’t want to be considered for APS3 roles and we can remove you from the merit pool. 

Yes, you should apply if you are interested in becoming an ongoing (permanent) employee with the Agency. To be considered eligible for casual conversion you must be listed on a current merit pool for the role you are currently undertaking. 

Non-ongoing employees can be employed for up to three years without applying for an advertised position. When a contract is due to cease the business area will make an assessment on a case-by-case basis to determine if a further contract will be issued.  

The business area’s assessment will take into consideration the business need for non-ongoing employees and the employee’s work performance. 

No. This recruitment process is focused on creating a merit pool ready to draw from as vacancies arise. Processes to help facilitate mobility opportunities are considered outside of the APS3/4 recruitment process. Approaching your local leadership is the first step.  

This is a national process and we’re looking to fill vacancies wherever the Agency has a presence. These locations have been grouped by region and can be found in the job pack.

When submitting your application, you’ll be asked to list up to 3 location preferences.  If you’re found successful and made an offer at the end of the process, we may offer you a role in your current location, or another of your preferred locations.

Please only select regions you’re able to work from.  If you have no intention of working in a particular region, please don’t select it.    

Advertising the locations by region's gives the Agency and candidate’s full flexibility when offering jobs. Successful candidates can be considered for and potentially offered a job in any site listed under the region/s that they applied for. 

Locations are listed by geographical area. Aligning location by zone causes confusion for external candidates who are not aware of how a zone footprint works. The recruitment process may fill roles from across Customer Service Delivery (CSD) and Payments & Integrity (P&I) Groups and not all those roles align to a zone footprint. 

The job pack clearly notes the cities/towns within each region. Only apply for the regions where you can attend the workplace. We are not advertising for virtual (work from anywhere) roles. Applying for all regions will not increase your chance of a position. Only select a region if you intend moving there.  

As we’re expecting a large number of applications, we have engaged Chandler Macleod to help with the recruitment processes. 

If you don’t receive your invitation within that timeframe:

1. Please check your ‘Junk’ or ‘Spam’ folder
2. If you still can’t find it, please get in touch with servicesAustralia.SD34@chandlermacleod.com as soon as possible

The week after you submit your application, you’ll receive an email advising:

• your application is progressing to the online assessment stage
•  in the next 24 hours following that email, you will receive two separate email invitations to complete the Vervoe and SOVA online assessments. 

If you don’t receive one or both email invitations within that timeframe:

1. please check your ‘Junk’ or ‘Spam’ folder
2.  if you still can’t find them, please contact ServicesAustralia.SD34@chandlermacleod.com as soon as possible

Please remember you will have 7 days to complete both assessments. As we’re committed to completing this recruitment process as quickly as possible, we’re unable to provide extensions. 

If you can’t meet the deadline, don’t worry, these roles will be advertised regularly, so you’ll be able to apply next time. You can also apply to the Temporary Service Officer Register – APS3 and APS4 at any time. 

As we’re expecting a large number of applications, we have engaged Chandler Macleod to help with the selection processes.  

No. Recruitment processes within the APS rely on merit. We have mechanisms in place to ensure candidates are doing the right thing. You must not share or discuss any information relating to the assessments at any time, particularly while the recruitment process is active. 

Sharing information such as assessment questions, sharing responses or having someone complete an assessment on your behalf goes against merit. Candidates found to have jeopardised the integrity of a process will be investigated and risk having their application withdrawn, or for APS employees, the matter may also be referred for investigation as a suspected breach of the Code of Conduct.

Agency staff (including labour hire staff) can do the assessments in work time, check with your supervisor when the best time might be to complete this. It’s strongly recommended that you arrange a private space to complete your online assessments. This is to ensure there are no distractions during your assessment, and to protect your privacy during this process. 

Yes. All assessment companies we use have had their privacy and data usage/storage policies reviewed and approved by multiple federal government departments, including Services Australia. They all share their data with our approved provider on the Services Australia recruitment panel.  

Your data is not shared with any third parties that are not involved in the process. Any reference to sharing data within Australia is only relevant to candidates or referees who complete the form and are currently overseas.  

We will send regular communications to keep you informed, so it’s important to keep an eye on your emails and your ‘junk’ box. We’ll notify you by email if you progress to the next stage or if you’ve been found unsuccessful following the online assessments. It’s important you apply using an email address you can access at any time. For example, if you’re traveling or on holiday – we recommend a personal email address.

You can update your email address and any other personal details at any time, by logging in to your profile and selecting My Profile > My Details. From there, edit your details and then select ‘Save’.

We’ll provide feedback after the online assessment stage is completed, to help you understand how you went. 

You’ll receive generalised feedback after the online assessment stage has closed if you complete both the SOVA and the Vervoe online assessments. 

You will also receive generalised feedback should you be unsuccessful following the one-way video recording assessment. The feedback you receive is the only feedback we can provide, given the high volume of candidates and the assessment tools that are used.

We cannot give you the answers to the assessments.  

Due to privacy reasons, only candidates will be able to see their own outcome and feedback.

You received this email because our records show that you didn’t complete one or both assessments. If you have evidence that you completed and submitted your online assessments (such as a screenshot), please email this to us at ServicesAustralia.SD34@chandlermacleod.com and we will investigate.

Contact us at ServicesAustralia.SD34@chandlermacleod.com.

You received this email because our records show that you didn’t complete your one-way video recording. If you have evidence that you completed and submitted this, please email this to us at ServicesAustralia.SD34@chandlermacleod.com and we will investigate.

If you log into your profile in the e-recruitment system and select My Profile > My applications you will see a record of all email correspondence.  

No. Our jobs are advertised on our Careers page which is accessible via the internet from any location.  

We’re committed to completing this recruitment process as quickly as possible. To achieve this, we’re unable to provide extensions to submit your application or to complete online assessments and reference checks. 

If you require assistance during this process, it’s important you contact ServicesAustralia.SD34@chandlermacleod.com as soon as possible so you can still meet the relevant deadlines. 

If you can’t meet the closing date deadlines, you can also apply to the Temporary Service Officer Register – APS3 and APS4 at any time.

No. Our jobs are advertised on our Careers page which is accessible via the internet from any location.

To ensure you don’t miss out on future advertisements, Yyou can set up job alerts on APSjobs and our cCareers page to receive notifications when jobs are advertised.

You can also apply to the Temporary Service Officer Register – APS3 and APS4 at any time. 

A merit pool is a group of suitable candidates established following a competitive selection process. At the end of this recruitment process, all candidates who were successful will be placed into a merit pool for 18 months. A delegate determines the benchmark for success. Being placed in a merit pool does not guarantee that you will be offered a role. 

A merit pool is valid for up to 18 months from the date the job was advertised. 

Yes, we can use another agency’s merit pool to fill a position in our Agency if that is the most appropriate way to fill a role. However, we’re running these processes to establish merit pools to fill vacant positions, now and over the next 18 months. If you’re interested in obtaining a permanent (ongoing) role, temporary role or gaining a promotion, apply through this process.  

Merit pools are valid for 18 months only.  If you would like to be considered for positions after your merit pool expires, you will need to apply for this process. 

Being placed in a merit pool does not automatically mean you will be offered a position. Several factors will be considered when making decisions around positions to be filled. These include the type of role, length of vacancy, current and future operational demands, funding and the Average Staffing Level (ASL) cap. 

In February 2022, the Australian Public Service Commissioner’s directions were updated to allow greater flexibility in utilising merit pools. Merit pools can now be used for 18 months from the date the position was advertised.  

When a business area has approval to fill a vacancy, they can make an offer to a candidate who is in the merit pool. The merit pool may be used to fill ongoing, non-ongoing and casual vacancies.  The merit pool may also be used to fill other similar vacancies across Services Australia. Other APS agencies with similar vacancies may also access the merit pool in some circumstances to make employment offers to successful candidates. 

The Agency has an ongoing need for entry level service delivery staff that ensures we can support Australians in their everyday lives, including during emergency responses. To support this need, we’ll be conducting regular recruitment for APS3 and APS4 entry level service delivery roles.

This current APS3/4 recruitment process does not affect your status in an existing merit pool. You may be considered for vacancies until the merit pool expires.

No. This is a different recruitment process. If you wish to be considered for this process, you’ll need to apply.

If you would like to apply for the current APS3/4 recruitment process, you should complete an application. Being in a merit pool doesn't restrict you from submitting applications for other recruitment processes. 

Existing merit pools will continue to be used until they expire, which is 18 months from the date they were advertised. You don’t need to reapply for future processes unless: 

• you wish to be considered for a position after your merit pool expires,
• you are in a merit pool for one classification (Such as APS3), and you wish to be considered for the other (APS4), or,
• you wish to be considered for a different location to the preference in your previous application/s.

Yes. If you wish to be considered for APS4 roles, you’ll need to apply.

Existing merit pools will continue to be used until they expire, 18 months from the date they were advertised. If you'd like to be considered for:

• roles after your merit pool expires,
• an APS3 classification, or 
• a different location to the preference in your previous application/s

you will need to apply for the currently advertised positions. 

Yes. We recommend using an email address you can access when you might be traveling or on holiday, such as a personal email address. To update your email address: 

• Go to the Services Australia Current Vacancies page.
• Log in to your candidate profile using your existing email address and password.
• Under My Profile, select My Details.
• Update the required information and select ‘Save and Next’.
• A message will display advising your update has been successful.
• Log out of your profile.

The amount of internet data needed will vary depending on which assessment steps you are invited to complete. You will receive an email to participate in each step you progress to. The email will provide information about how much internet data will be needed to complete that step. You will need to ensure you have enough data to fully participate in the assessment process. 

It’s your responsibility to ensure you have sufficient data to fully participate in the assessment process.  

If you are experiencing any issues with the SOVA assessment please consult their website at https://www.sovaassessment.com/candidate-preparation-hub/ or email apac.support@sovaassessment.com. If you are experiencing any issues with the Vervoe assessment please consult their website at https://help.vervoe.com/hc/en-us/categories/360001807852-Candidate-Support or email support@vervoe.com 

RecruitAbility applies to all jobs that our Agency externally advertises, with the exception of jobs advertised under Affirmative Measure – Disability. As there is only one assessment stage for this process, all candidates who submit an application will progress to the assessment stage. This is regardless of whether they opt into RecruitAbility or not.

For more information on RecruitAbility, refer to RecruitAbility scheme: A guide for applicants. 

You need to indicate in your application if you require reasonable adjustments to participate in the recruitment process. We’ll then contact you to discuss what you need, or you can contact us.  

People with disability can request workplace modifications or reasonable adjustments to remove barriers to applying for positions, participate in the recruitment process and with their ongoing employment. 

It’s important you tell us as soon as possible so we can accommodate your needs. Recruitment deadlines will still apply, unless in exceptional circumstances.  

We will only be asking you to provide referee details if you meet the benchmark for the online assessments and progress to the referee check stage.

By asking for referee details at this stage (as opposed to when you’re submitting your application), we can ensure we have current referee details. It’s important that you tell your referee that you’ve nominated them to provide a report, as soon as possible. If your referee fails to provide their referee report, you will not progress to the next stage. 

If you progress to the referee check stage, you will need to provide details for one referee. This must be someone who can make informed comments about your skills for the roles being advertised, such as your current manager. 

If you’ve only worked with your current manager for a short period of time and you feel they aren’t the best person to provide a referee report, other appropriate referees include: 

• current manager’s supervisor 
• previous manager 
• mentor  
• teacher 
• sports coach 
• community elder 
• volunteer leader (for example, leader of a religious organisation).

It’s not appropriate to include a family member or friend as a referee. If you aren’t sure who to list as a referee, please let us know as soon as possible.   

 It’s important to let your referee know that you’re nominating them, and that when contacted for a report, we’ll provide a deadline. If your referee fails to provide their referee report, you will not progress to the next stage. 

If you feel your current manager isn’t able to make informed comments about your skills for these types of roles, you must nominate someone that can. Other appropriate referees include: 

• current manager’s supervisor 
• previous manager 
• mentor  
• teacher 
• sports coach 
• community elder 
• volunteer leader (for example, leader of a religious organisation).

If your current manager is unable to complete a referee report due to a potential conflict of interest or another reason, you can nominate an alternate appropriate referee. You must ensure this is someone who can make informed comments about your skills for the roles, such as: 

• current manager’s supervisor 
• previous manager 
• mentor  
• teacher 
• sports coach 
• community elder 
• volunteer leader (for example, leader of a religious organisation).

It’s not appropriate to include a family member, friend, colleague or co-worker as a referee. If you aren’t sure who to list as a referee, please let us know as soon as possible.  

It’s important to let your referee know that you’re nominating them, and that when contacted for a report, we’ll provide a deadline.

If your referee fails to provide their referee report, you will not progress to the next stage.  

Extensions will not be granted.

The job pack is your main source of information. As the process progresses, you will receive email and/or SMS notifications at different stages of the process, including but not limited to:

• separate invitations to complete the two online assessments, SOVA personality questionnaire and Vervoe skills assessment
• feedback on your SOVA and Vervoe online assessment results
• confirmation on if you’ve been found successful or unsuccessful following the online assessments
• request to provide referee details (if you’ve been found successful following the online assessment stage)
• invitation to complete a one-way video recording
• your overall suitability outcome.