Engagement And Early Resolution Officer

• Act as IBAC's first point of contact with the community
• Melbourne CBD with hybrid / flexible working arrangements
• Full-time ongoing, VPS 3.1 $74,580 - $82,571 + super

Our organisationIBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and police misconduct.Our vision is a public sector and police that acts with integrity for all Victorians.'Our teamPeople who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues.IBAC's values are incorporated in professional skills and behaviours for the position.We Lead by example, Act Impartially, Work Together, Behave with Respect, Strive for Excellence.Your new roleWe have an opportunity for an individual to join our Assessment and Review team as an Engagement and Early Resolution Officer on a full-time, ongoing basis. Reporting to the Manager, Engagement and Early Resolution, the role will act as one of the first points of contact for a complainant, responding to complaints and enquiries to IBAC. The role is also responsible for the assessment of complainants and notifications and the communication of outcomes to internal and external stakeholders in accordance with relevant policies, procedures, guidelines and legislation.Duties include:

• Receive enquiries (verbal or written), complaints and notifications and make recommendations for further action based on IBAC's policies, procedures, guidelines and relevant legislation.
• Provide a high level of customer service in line with IBAC's service delivery charter, including responding appropriately and with resilience to highly sensitive, complex and challenging subject material.
• Communicating difficult messages and having courageous and challenging conversations with a diverse range of stakeholders in an empathetic manner.
• Managing a portfolio of cases in an efficient matter and taking all necessary case management actions within expected timeframes, including collaborating with various internal and external stakeholders

Additional duties are set out in theOur requirements / Your skill setWe are looking for candidates with the below experience and capabilities:

• Demonstrated excellent customer service experience and responding in a highly resilient manner to sensitive, complex, and challenging telephone enquiries and subject material.
• Demonstrated excellent communication, conflict management and interpersonal skills and the ability to provide high quality and accurate information when responding to queries from the Victorian community.
• Excellent organisational skills and the ability to work in a fast-paced and high-volume environment and excellent attention to detail are necessary, as information relating to enquiries, complaints and notifications must be managed, actioned and stored appropriately.
• Relevant tertiary qualifications and/or experience in case management including demonstrated experience in undertaking assessments under legislation and operating within defined policies and procedures.

Apply nowYour application is a two-step process. You are unable to save partial applications.Submit your application by logging onto the IBAC careers page ( ) and clicking on the appropriate vacancy, making sure you include:

• a 1-page cover letter addressing the following questions:

• A summary of your telephone-based customer service experience;
• A summary of your case management experience;
• What skills or value you would add to the team; and
• How do you manage your wellbeing following exposure to complaints and enquiries that include trauma-related or other sensitive subject matter.
• a resume no longer than 5 typed pages (in Word format)
• responses to the screening questions within the application process

We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.Visit: for more information.