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Work Level Standard - APS Level 4


An APS Level 4 employee would generally be required to undertake tasks of moderate complexity and work under general direction. They are accountable for organising their workflow and making decisions within defined parameters relating to the area of responsibility. Employees at this level may exercise some discretion with respect to how legislation, procedures and guidelines are interpreted and applied. APS 4 employees provide specialist and administrative support that is informed and directed by sound knowledge in specific areas and may undertake some research and analysis activities. Employees may have a public contact role and may be required to communicate with and provide advice to a range of external stakeholders. Work may involve supervision and leadership of a team with responsibility for coaching and training newer and less experienced members of a small work team. Generally, the work of an APS 4 is characterised by one or more of the following:

Leadership and Accountability

  • Have functional expertise in a specific area that contributes to team goals.
  • Provide sound advice and recommendations which influence the decisions made by others, including supervisors and peers.
  • Have accountability for completion of allocated tasks, organising workflow, review of work and development of less experienced employees.
  • Contribute positively to strategic planning and decision making within the work area.
  • Contribute new ideas and maximise the benefits of change, including the identification of opportunities to improve the efficiency of business processes.
  • Identify and mitigate risks that will impact on own and team work outcomes.

Job Context and Environment

  • Have a sound general knowledge of the role and functions of the agency and an understanding of how these relate to a specific work area.
  • Have understanding of the impact of the work area on strategic, political or operational outcomes for the agency/program.
  • Have a good understanding of relevant legislation and policy frameworks.

Independence and Decision-making

  • Make decisions with some autonomy that relate to role and area of speciality. Supervision is generally limited to work of moderate complexity or difficulty.
  • Make decisions within defined parameters relating to the area of responsibility that impact on the work area or specific function, but the impact on agency operations and resources is limited.
  • Apply judgement, knowledge and limited discretion in interpreting and applying legislation, instructions, guidelines and procedures.
  • Perform research and analysis activities and report on findings.
  • Identify issues and contribute to the resolution of issues and problems.

Stakeholder Management

  • Liaise with internal and external stakeholders on moderately complex operational and administrative matters.
  • Resolve moderately complex enquiries from stakeholders and provide information and advice as a representative of the work area.
  • Build rapport and maintain stakeholder relationships within defined parameters.
  • Represent the work area at internal and external meetings and conferences.

Management Diversity and Span

  • Coordinate the work flow of a small team and/or more complex administration tasks.
  • Undertake procedural, clerical, administrative support or operational tasks including some research and analysis activities.
  • Supervise lower classification levels, including monitor work practices, set priorities within the work area, and develop local procedures.
  • Coach employees, identify training needs, provide quality assurance of work and the provision of constructive feedback on performance.
  • Monitor budgets, review and report on expenditure.


Service Delivery

Roles at this level may:

  • Investigate and manage routine cases and cases referred upwards from staff
  • Research and review decisions with regard to routine cases and manage moderately complex cases with the assistance of staff at higher classification levels
  • Undertake assessments and liaise with other internal or external professionals to complete assessments or make referrals
  • Understand, respond and resolve customer enquiries
  • Advise customers in relation to their rights and obligations
  • Provide front of house support, meet and greet customers and direct customers to the most appropriate service channel
  • Assess and use judgement to determine customer needs, requirements and entitlements and where appropriate refer and link them to relevant government or community services
  • Assist with data gathering activities to obtain customer feedback
  • Record and pass on customer feedback to relevant channels
  • Interview customers
  • Review and assess information from customers
  • Obtain cooperation or assistance in the administration of activities
  • Draft correspondence using agreed formats and structured guidelines
  • Provide administrative support and some secretariat duties
  • Assist in the provision of buildings management services
  • Provide a standard range of core customer services
  • Undertake quality assurance activities to ensure the accuracy and appropriateness of information and procedures
  • Prepare draft procurement documentation and provide information relating to finance and procurement
  • Facilitate and ensure that correct payments are made by customers and negotiate payment arrangements
  • Provide cash payments of benefits and other payments

Program and Project Management

Roles at this level may:

  • Perform basic research and analysis and manipulate data to enable accurate reporting
  • Undertake co-ordination of straightforward tendering processes
  • Assist team members to keep abreast of legislative changes and changes in programs
  • Perform database searches and contribute to statistical reports on relevant program activities
  • Monitor budgets, report on expenditure and reconcile payments
  • Approve or certify payments, entitlement and other forms of expenditure with appropriate delegation
  • Assist in the delivery of projects under the direction of higher classification levels


Roles at this level may:

  • Prepare draft policy documentation for review by senior staff
  • Draft replies to straightforward and less complex policy queries
  • Liaise with internal and external stakeholders in relation to policy development

Regulatory Functions

Roles at this level may:

  • Check adherence with relevant legislation through legislative research
  • Under direction, coordinate information for quality audits
  • Investigate straightforward matters and provide assistance to investigators on moderately complex matters
  • Undertake interviews to obtain information to support investigations
  • Provide advice and education to stakeholders and colleagues on straightforward regulatory and compliance matters

Professional/Technical Functions

Roles at this level may:

  • Provide advice based on professional knowledge; interpret and apply professional documentation and produce a report of findings
  • Interpret and apply professional documentation and produce a report on findings
  • Develop data gathering and management procedures and tools
  • Gather and analyse evidence and data and document and analyse results
  • Undertake moderately complex technical tasks or activities associated with trials, test, measurements etc
  • Manipulate and present data to contribute to the development of reports
  • Contribute to the implementation of systems improvement initiatives
  • Liaise with internal and external professionals to complete assessments or make referrals
  • Undertake activities to develop knowledge and expertise in relation to professional skills
  • Install, repair and maintain, test, modify, commission and/or fault find on complex machinery and equipment
  • Identify and resolve issues for discrete equipment or systems
  • Prepare moderately complex estimates, specifications and schedules relating to technical work
  • With assistance plan, estimate and monitor trade related work for major projects
  • Perform advanced level trade based activities
  • Use moderately complex machinery
Last reviewed: 
31 May 2018