Intake and Resolution Officer

7 months ago

Melbourne City Centre, Australia Department of Families, Fairness and Housing Full time

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

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