Assistant Director, Complaints and Client Services

1 week ago

Canberra, ACT, Australia ACT Government Full time

Details

: Working with Community Services Directorate (CSD) provides you with the chance to make a direct impact on supporting the Canberra Community. Every day, our diverse team collaborates to deliver client-centered services, helping to create a safe and fair environment across the ACT.

The Complaints and Client Services (CCS) team in Clinical Services and Practice Assurance (CSPA) branch is dedicated to resolving complaints in line with the Directorate's policy and principles of fairness. The team handles managing and responding to complaints about the service, including interactions with the Human Rights Commission and conciliation processes. Complaints handled by this team can come from various parties, aiming to find resolutions for children, young people, parents, caregivers, families, and organizations.

As a Complaints and Client Services Officer, your responsibilities include handling complaint calls, emails, and requests related to child protection decision reviews, conducting investigations, preparing reports and responses, contributing to complaints data collection, engaging with stakeholders, and fostering a collaborative learning environment concerning complaint processes within CYF.

CSD values inclusivity and respects all individuals for their contributions. We actively encourage applications from Aboriginal and/or Torres Strait Islander individuals, People with Disability, those from diverse cultural backgrounds, veterans, mature workers, and individuals from the LGBTIQ community.

Eligibility/Other requirements:

Working with Vulnerable People (WWVP) - Before starting this role, you must hold a current registration under the Working with Vulnerable People (Background Checking) Act 2011. For more information on WWVP registration, please refer to - Relevant tertiary qualifications in Social Work, Psychology, Education, or allied health positions (such as speech therapist or occupational therapist) are advantageous but not mandatory. Qualifications in Mediation and Government Investigations (Certificate IV) are preferred. Demonstrated experience and knowledge of the ACT child and youth protection system is highly beneficial. The selected candidate will need to undergo a pre-employment National Police Check before starting. Possession of a Driver's license (C class) is a must.

Notes: This is a temporary role available immediately for a 12-month period, with the potential for extension or permanency. A merit pool may be established from this selection process to fill positions over the next year. Selection criteria may include an assessment of applications and referee reports.

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