Principal Resolution Officer

4 weeks ago

Brisbane, Queensland, Australia Queensland Government Full time

The Principal Resolution Officer leads and coordinates the Local Resolution and Conciliation processes of health service complaints under Parts 6 and 11 of the Health Ombudsman Act 2013 (the Act) to ensure the activities of the Resolution team are conducted in compliance with the OHO's policies, procedures, and legislative requirements set out in the Act.

In This Role You Will

  1. Ensure efficient and effective delivery of high-quality resolution of complaints through local resolution and conciliation in line with organisation policies, procedures, and legislation.
  2. Build and sustain both internal and external relationships to enable the collaborative delivery of resolution functions.
  3. Lead and coordinate ongoing performance, continuous improvement, and development of the resolution functions to support the OHO in meeting its strategic objectives and legislative requirements.
  4. Provide development, training, and guidance to resolution team members in effective resolution skills, including leading conciliations.
  5. Support and supervise the resolution team in managing health complaints, providing feedback, coaching, mentoring, and professional development under the guidance of the Director.
  6. Offer high-level advice and participate in consultation processes with Triage, Assessment, and Investigations to identify appropriate resolution strategies aligned with the OHO's goals.
  7. Develop, implement, and maintain policies and procedures to ensure resolution processes align with OHO's values, objectives, best practices, and relevant standards, in collaboration with the Director, Executive Director of Assessment and Resolution, and the Health Ombudsman.
  8. Ensure quality assurance and continuous improvement of the resolution decision-making system, including clear and sensitive communication of processes and decisions to stakeholders.

The role description will specify necessary qualifications, licenses, and specific requirements. If interested, please review the attached role description and contact the officer for further information.

Applications will remain active for up to 12 months and may be considered for other similar vacancies.

Appointments are subject to criminal history checks as per section 52 of the Public Sector Act 2022.

Public sector employees must disclose any serious disciplinary history prior to appointment, in accordance with section 71 of the Public Sector Act 2022.

All employees must disclose any conflicts of interest in accordance with section 182 of the Public Sector Act 2022.

Applicants are encouraged to apply online by clicking the 'APPLY ONLINE' button below.

Note: Attachments should be in Microsoft Word or PDF format; zipped files are not accepted.

Occupational group: Health - Health Service Support

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