Senior Contact Officers And Case Managers

Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia. 

We recognise your contribution to our workforce and offer generous remuneration and conditions including:

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down 
• 4 extra mandatory leave rest days per year 
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 16 weeks of paid maternity leave (after 12 months of service) + an additional 36 weeks of maternity leave without pay
• Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement 
• Flexible and hybrid working arrangement that provides work/life balance
• Health & wellbeing services – with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

Role Summary

 The Workplace Issues and Complaints Management team sits within the broader People Command. It brings together expertise in professional standards, people management, health and wellbeing to deliver a holistic approach to complaints management. 

The team delivers a single contact point for all internal and external complaints. Its key objectives are:

• Reduce complexity and confusion,
• Improve communication and timeliness, and
• Promote transparency and consistency in decision-making.

About the roles 

The AFP is looking for highly motivated, skilled, enthusiastic and customer-focused individuals to meet anticipated ongoing vacancies within the team as Senior Contact Officers and Case Managers (AFP Band 6). 

You will contribute to the achievement of outcomes in accordance with the regulatory framework, the AFP Code of Conduct and the AFP Governance Instruments. 

Band 6 team members in the Workplace Issues and Complaints Management team will be responsible for: 

• Adherence to obligations outlined under Part V of the AFP Act 1979.
• Cultivating and maintaining productive working relationships with a range of internal and external stakeholders.
• Effectively and respectfully managing difficult conduct, including distressed and/or agitated behaviours displayed by parties involved in the complaints process.
• Overseeing timeliness and undertaking quality assurance processes. 
• Keeping accurate records on the relevant information management systems.
• Complying with privacy and confidentiality requirements.
• Supporting the Team Leader in drafting briefs and papers for various Committees as required.
• Developing and maintaining subject matter expertise and sharing knowledge with others within and outside of the team as required.
• Providing accurate and informed advice (written and oral) in response to enquiries on workplace issues and complaints in accordance with AFP Governance Instruments, policies and procedures.
• Providing support and advice on complex case matters when required.
• Identifying system and process enhancements and improvements.
• Assisting in the ongoing development of training materials and standard operating procedures for training purposes. 

 This position has been advertised in multiple locations, however, the role is a Canberra-based position. Successful applicants may have the opportunity to work remotely and/or flexibly. 

What will you do

Senior Contact Officers 

A Senior Contact Officer is responsible for providing a mentoring and advisory role to other Contacts Officers. The Senior Contact officer and Contact Officers are the first point of contact for complaints that come into the AFP from both the public and internal employees.

Complaints relate to alleged misconduct and inappropriate behaviour of AFP appointees and Contact Officers are responsible for processing these to enable appropriate management and handling. This includes assessing and categorising each complaint in accordance with relevant policies and procedures.  

The Senior Contact Officer provides support and advice to internal and external stakeholders on complex case matters as well as provides direct support to the Team Leader. The Senior Contact Officer contributes to reporting and analysis and oversees categorisation and quality assurance processes as required. The Senior Contact Officer is pivotal in contributing to and maintaining a people-focussed approach to the management and handling of complaints, workplace issues or conflict. The Senior Contact Officer assists complainants to understand the options available to them and help them consider pathways to resolve their complaint. 

In addition to the generic Band 6 responsibilities, Senior Contact Officers must demonstrate an ability to:  

• Work in a fast-paced environment, manage competing priorities and triage effectively.
• Oversee timeliness, categorisation and undertake quality assurance processes.
• Contribute to reporting, briefing and analysis on trends.
• Fulfil a guiding, mentoring and advisory role to other team members. 

 Case Managers

Case Managers are responsible for managing and processing both internal and external reports relating to alleged misconduct and inappropriate behaviour of AFP appointees. 

Strong people and problem solving skill are vital to provide the business with guidance, support, strategies and coaching on conflict to help the resolution of complaints and issues. Case Managers provide a consistent point of contact for all parties relevant to a complaint and refer individuals to the appropriate support services. An important part of the role is the quality assurance of the complaint process to ensure appropriate management and handling requirements are fulfilled.

In addition to the generic Band 6 responsibilities, Case Managers must demonstrate an ability to:

• Provide a holistic, people-focused approach to the management of a complaint. 
• Assist Administrative Investigators and decision-makers in relation to the coordination and delivery of complaints management services.
• A thorough understanding of AFP Governance Instruments, policies and procedures to assist with grievance resolution options. 
• Develop strong stakeholder engagement skills and an ability to work collaboratively with a range of people, including delegates and senior managers.
• Manage competing priorities while ensuring key targets are met both individually and as part of a team.

Ideal candidate

Successful candidates will:  

• Show resilience, especially when engaging with people who are upset or angry.
• Show empathy whilst remaining objective and allowing process and policy to inform decision making.
• Be reliable for both complainants and team members.
• Have a strong attention to detail when entering records.
• Protect confidentiality and privacy.
• Have strong communication and customer service skills.
• Manage ambiguity and complex situations.

Essential Requirements

•  You must be an Australian Citizen at the time of application.
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
• Has contemporary knowledge and experience relevant to the role.
• Candidates will be required to complete a Psychological assessment to be able to progress through this process.

Desirable Requirements

The following skills and/or experience would be highly regarded:

• Tertiary qualifications in relevant field.

This position is an AFP Band level 6.

This position has been advertised in multiple locations, however, the role is a Canberra-based position. Successful applicants may have the opportunity to work remotely and/or flexibly. 

This advertisement is to fill current vacancies and create a merit pool for future ongoing or non-ongoing vacancies arising over the next 12 months.

Proof of a minimum of two COVID-19 vaccinations (or one dose if the Janssen vaccine was used) will be required if an offer of employment is made. 

Commitment to Diversity & Inclusion

Diversity and inclusion is an operational priority for the Australian Federal Police (AFP). To be an effective police force, we must be reflective of the community we serve, working across languages, cultures and transnational borders. The 2023-26 Diversity & Inclusion Strategy is the guiding framework for delivering the AFP’s diversity and inclusion goals and reflecting our commitment to being an employer of choice, incorporating diversity and inclusion principles in day-to-day practice and building a psychologically and culturally safe workplace. This includes hiring people from diverse backgrounds who bring their lived experience to contribute, and add value, to the AFP. Find out more about how the AFP embraces diversity and inclusion.

Contact Officer - Beth Hogan,

Contact Officer Phone: +61 (0)2 51263929, ​

Contact Officer Email: **********@afp.gov.au

Applications Close: 11:59pm (AEDT) 13/05/2024