Resolutions Officer

1 week ago

Melbourne City Centre, Victoria, Australia Department of Health Full time

Resolutions Officers manage caseloads of complaints about Victorian health service providers with the aim of achieving timely and effective resolution.

In dealing with complaints, Resolutions Officers liaise with the consumers of health services as well as with health service providers, make enquiries to identify and assess options for complaint resolution.


  • A skilled, enthusiastic individual who will fit into a small statutory, regulatory environment?
  • A team player who enjoys working collaboratively with others in the pursuit of team goals?
  • Interested in alternative dispute resolution and influencing quality healthcare delivery?

About us:

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world.

A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe.

And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.


Suitable applicants will be able to demonstrate:

  • Effectively deal with a caseload of complaints about health service providers through:
- promptly assessing complaints and deciding on a course of action
- conducting complaint resolutions in accordance with legislative requirements and office policies
- obtaining relevant information, analysing issues and obtaining expert opinions if warranted; and
- making clear, timely and supportable recommendations and decisions in relation to complaints.

  • Use the case management system to maintain accurate and timely records, in accordance with established performance standards and the department's records, information security and privacy policies.
  • Use complaint information to identify potential serious and/or systemic issues or trends arising out of complaints and escalate internally as appropriate.
  • As required, contribute to the HCC's engagement and education functions, including by delivering presentations and workshops.
  • Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
  • Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
  • Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective services.
To learn more please click 'Apply' to view the Position Description on the website.

What we offer:

  • The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
  • A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
  • A strong commitment to worklife balance, including a diverse array of flexible working arrangements.

How to apply:

Applications should include a resume and a cover letter.

Click the 'Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians.

We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians.

Preferred applicants may be required to complete a police check and other pre-employment checks including proof of vaccination against COVID-19.

Information provided will be treated in the strictest confidence, in line with our Privacy Policy.

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