Intake and Resolution Officer

2 weeks ago

Melbourne, Australia Victorian Disability Worker Commission Full time

Location: Melbourne | CBD

Job type: Full time

Organisation: Victorian Disability Worker Commission

**Salary**: $91,418 - $103,725

Occupation: Regulatory Governance and Compliance

Reference: VG/VDWC/568169

The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.

Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTQI+ equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are disadvantaged and vulnerable.

We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.

If you’re having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don’t hesitate to get in touch with the contact person listed on the ad.

**THE ROLE**

Reporting to the Senior Intake and Resolution Officer, the Intake and Resolution Officer will receive written and verbal notifications and complaints about Victorian disability workers. The Intake and Resolution Officer will contribute to delivering end-to-end processes for receiving, assessing, conciliating/mediating and resolving complaints under the _Disability Service Safeguards Act 2018_ (the Act). This role will gather information to perform objective assessments of matters received and determine appropriate complaints pathways in accordance with the Act.

This role will also support the Senior Intake and Resolution Officer by contributing to the delivery of external stakeholder capacity building, engagement and promotion activities.

An ability to perform objective assessments of complaints, provide conciliation/mediation and a demonstrated understanding of the issues faced by people with disability will underpin success in this role.

**ACCOUNTABILITIES INCLUDE**

In accordance with legislative requirements and the Commission's guiding principles, undertake and manage timely, robust and impartial processes to:

- receive complaints and notifications about the conduct of disability workers using the case management system
- assess enquiries, complaints and notifications about the conduct of disability workers and recommend regulatory outcomes as defined in the Act
- provide resolutions to complaints including conciliation/mediation between parties where an investigation is not required
- ensure these functions of the Commission and Board are accessible, responsive, and informed by consideration of the rights and needs of people with disability.

Act as the key liaison point with external stakeholders during the assessment, mediation/conciliation and resolution process and maintain professional and appropriate relationships consistent with the Commission's guiding principles and the Act.

Undertake and support processes to deliver:

- external engagement and/or outreach with stakeholders (including the disability sector, disability workers, people with disability and their families/carers, and the general public) to actively promote the Commission's complaints and notification functions and processes
- external stakeholder consultation (including the disability sector, disability workers, people with disability and their families/carers, and the general public) to receive feedback which identifies improvements to the Commission's complaints processes and functions, including further accessibility requirements.
- external stakeholder capacity building and education to ensure that stakeholders (including the disability sector, disability workers, people with disability and their families/carers, and the general public) can easily understand and use the Commission's complaints functions and processes, and the location of further information such as response time frames, assistance in completing forms and frequently asked questions.

**Please open the position description to read more.**

**A SPECIAL MEASURE PROVISION APPLIES TO THIS ROLE**

**HOW TO APPLY**

Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

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