Intake Officer

2 weeks ago

Brisbane, Queensland, Australia Office of the Queensland Ombudsman Full time

The Office of the Queensland Ombudsman investigates complaints about the actions and decisions of Queensland government departments and agencies, local councils and publicly funded universities; and works with agencies to improve their decision-making.

We acknowledge our role in protecting and promoting human rights. Recruitment decisions are made in a way that protects these rights.

As an Intake Officer, you will be responsible for the management of a caseload of files involving the registration, triage and assessment of complaints.

You will assess complaints to determine whether issues can be dealt with by the Office and, where applicable, you will exercise your delegation to make decisions on issues deemed premature for investigation by the Office.

You will also be responsible for the identification of applicable legislation and formulation of recommendations to senior officers.
We acknowledge our role in protecting and promoting human rights. Recruitment decisions are made in a way that protects these rights.
Key responsibilities

Responsibilities include:

- receiving and responding to written and verbal contact, including complaints and enquiries received via telephone, mail and online
- triaging complaints in accordance with delegations and priorities, including identifying matters of escalation or risk
- undertaking autonomous preliminary assessments on complaints within delegation, including:

  • liaising with complainants or stakeholder agencies to obtain information necessary to inform the assessment
- conducting research on legislation
- formulating recommendations to senior officers, and
- providing outcome advice to complainants.
- maintaining accurate records by utilising the Office's case management system in accordance with operational instructions, and
- assisting with administrative support and ad hoc tasks where required.

Are you the right person for the job?

The ideal applicant will be someone who:

  • has demonstrated experience in responding to complaints and enquiries, including maintaining confidentiality of sensitive information
- has demonstrated excellent oral and written communication and interpersonal skills
- can interpret and analyse problems and provide appropriate responses to maximise client satisfaction
- works harmoniously and effectively both as an individual and as a team member with limited supervision, and
- has proven experience in providing quality administrative support, including word processing and database management.


Please ensure you download all the attachments and follow the instructions listed under the heading 'Interested in applying' on the Role description.

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