As the Customer Support Officer, you are responsible for providing trauma-informed support to applicants accessing the Donor Conception Information Register (DCIR), including donor-conceived people, donors, and parents. You are responsible for processing records and applications in line with legislative, policy, and procedural requirements, maintaining accurate and confidential register information. You are also responsible for guiding applicants through the process, facilitating access to support services, and escalating complex or sensitive matters to ensure timely and appropriate outcomes.

In your role, you may also undertake functions in teams delivering other RBDM services.

Job details

Some of your responsibilities will include:

• Process donor conception records submitted to the Donor Conception Information Register (DCIR) in accordance with legislative, policy and procedural requirements, ensuring the accuracy, integrity and confidentiality of register information.
• Assess and process applications for information from the DCIR, including online and manually submitted applications, ensuring eligibility requirements are met and records are managed in line with legislative and procedural frameworks.
• Provide high-quality client support to applicants throughout the application and information disclosure process, including responding to enquiries, assisting applicants to navigate the system, and explaining processes and requirements in clear and accessible language.
• Engage with donor-conceived people, donors and recipient parents in a trauma-informed manner, recognising the potential emotional and identity impacts associated with accessing information about genetic origins.
• Support the Operations Team Leaders to undertake service functions related to the delivery of other RBDM services, in accordance with relevant legislative, policy or procedural requirements.
• Maintain accurate documentation and records of applications, enquiries and actions taken within the register and associated systems, ensuring compliance with privacy, confidentiality and recordkeeping requirements.
• Identify and escalate complex or sensitive matters in a timely and accurate manner, ensuring all relevant information is documented and appropriate processes are followed.

Job Ad Reference:  QLD/702217/26

Closing Date:  Thursday, 8^th October 2026

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 702217-26-Role Profile (Word, 122KB)