AddressCommunity Services
Children, Youth and Families
Clinical Services and Practice Assurance (CSPA)
Complaints and Client Services
Assistant Director, Complaints and Client Services
Senior Officer Grade C
Salary Range: $119,595 - $128,465 (PN: 23374)
Details: Working with Community Services Directorate (CSD) offers you the opportunity to directly contribute to supporting the Canberra Community. Everyday our diverse workforce collaborates and drives client centred services to assist the community in creating a safe and equitable environment across the ACT.
The Complaints and Client Services (CCS) team within Clinical Services and Practice Assurance (CSPA) branch has a resolution focus to complaint management, in accordance with the Directorate’s complaints policy and the principles of procedural fairness. The team are responsible for the management of and response to complaints made about the service, inclusive of Human Rights Commission responses and conciliation processes. Complaints managed by this team can be received from several parties, seeking a resolution for children, young people, parents, carers, families, and organisations.
The role of Complaints and Client Services Officer receives and triages complaint calls, emails and requests for child protection decision review, investigates complaints, prepares reports and responses, contributes to the collection of complaints data, maintains collaborative stakeholder engagement, and contributes to a collaborative learning environment across CYF about complaint processes.
CSD is an inclusive employer where all people are respected and valued for their contribution. We strongly encourage and welcome applications from Aboriginal and/or Torres Strait Islander people, People with Disability, people from culturally and linguistically diverse backgrounds, veterans, mature age workers and lesbian, gay, bisexual, transgender, intersex and queer (LGBTIQ) people.
Eligibility/Other requirements:
- Working with Vulnerable People (WWVP) - Prior to commencing this role, a current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 is required. For further information on Working with Vulnerable People registration refer to - Working with vulnerable people (WWVP) registration (act.gov.au)
- Relevant tertiary qualifications in Social Work, Psychology, Education or an allied health position (speech therapist, occupational therapist) are desirable but not essential.
- Qualifications in Mediation and Government Investigations (Certificate IV) are desirable.
- Demonstrated experience and understanding of the ACT child and youth protection system is highly desirable.
- Prior to commencement, the successful candidate will be required to undergo a pre-employment National Police Check.
- Driver’s license (C class) is essential.
Notes: This is a temporary position available immediately for a period of 12 months with the possibility of extension and/or permanency. A merit pool may be established from this selection process and will be used to fill vacancies over the next 12 months. Selection method: Selection may be based on application and referee reports only.
How to Apply: For further information, please visit www.jobs.act.gov.au
Contact Officer: Johanne Beirne (02) 6207 6*** **************@act.gov.au
Applications Close: 06 June 2024
