Intake And Resolution Support Officer

THE ROLE

Reporting to the Senior Intake and Resolution Officer, the Intake and Resolution Support Officer will receive written and verbal notifications and complaints about Victorian disability workers. The Intake and Resolution Support Officer will contribute to delivering end-to-end processes for receiving, assessing, conciliating/mediating and resolving less complex complaints under the Disability Service Safeguards Act 2018 (the Act). This role will gather information to perform objective assessments of matters received and determine appropriate complaints pathways in accordance with the Act.

This role will also support the Senior Intake and Resolution Officer by contributing to the delivery of external stakeholder capacity building, engagement and promotion activities.

An ability to perform objective assessments of complaints, provide conciliation/mediation and a demonstrated understanding of the issues faced by people with disability will underpin success in this role.

ACCOUNTABILITIES INCLUDE

1. Receive notifications and complaints about registered and unregistered disability workers by telephone, in writing or in person.
2. Under direction, gather information to make objective assessments of complaints and determine the appropriate internal and/or external complaint pathway, (including other regulators e.g. NDIS Quality and Safeguards Commission, Health Complaints Commissioner) in accordance with the Commission's policies, procedures and the Act.
3. Record stakeholder contact in the Commission's complaints/case management system and electronic records management system in accordance with the Commission's policies, procedures and the Act.

Please open the position description to read more.

COVID-19 VACCINATION

HOW TO APPLY

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria. Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process. Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

Please apply to submit your interest in this position.