Director, Complaints and Client Services | Full-time Temporary

Classification: Senior Officer Grade B
Salary: $140,226 - $157,418 plus superannuation
Position No: 33116
Directorate: Community Services
Advertised (Gazettal date): 23 May 2024
Contact Officer: Johanne Beirne on **************@act.gov.au or (02) 6207 6***

Details: The Complaints and Client Services (CCS) team within CSPA 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 Director, Complaints and Client Services receives and triages complaint calls and emails and manages requests for child protection decision review, investigates complaints, prepares reports and responses, manages complaints data, maintains collaborative stakeholder engagement, and fosters a collaborative learning environment across CYF about complaint processes. The role may lead project work, and conduct research and analysis, as required.

Community Services Directorate (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.
• Qualification in Government Investigations (Certificate IV)/complaint handling is desirable.
• Prior to commencement, the successful candidate will be required to undergo a pre-employment National Police Check.
• Proficiency with Microsoft Office products and database systems.
• Demonstrated experience and understanding of the ACT child and youth protection system is highly desirable.

Notes: This is a temporary position available from 14 June 2024 for a period of three months with the possibility of extension up to 12 months 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 may be based on application and referee reports only.

How to Apply: Applicants should submit a statement of no more than two pages demonstrating how their Experience, Skills and Knowledge will enable them to undertake the role in relation to the What You Require capabilities listed on the Position Description. Please also submit a current curriculum vitae and the contact details of two referees with a thorough knowledge of your work performance. Please ensure that one of the referees is your current or immediate past supervisor.

Applications should be submitted via the Apply Now button below.

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This is a temporary position available from 14 June 2024 for a period of three months with the possibility of extension up to 12 months and/or permanency.