Intake and Resolution Support Officer

2 weeks 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 Support Officer will receive written and verbal notifications and complaints about Victorian disability workers. The Intake and Resolution Support Officer will contribute to delivering end-to-end processes for receiving, assessing, conciliating/mediating and resolving less complex 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
*
- Receive notifications and complaints about registered and unregistered disability workers by telephone, in writing or in person.
- Under direction, gather information to make objective assessments of complaints and determine the appropriate internal and/or external complaint pathway, (including other regulators e.g. NDIS Quality and Safeguards Commission, Health Complaints Commissioner) in accordance with the Commission's policies, procedures and the Act.
- Record stakeholder contact in the Commission's complaints/case management system and electronic records management system in accordance with the Commission's policies, procedures and the Act.

Please open the position description to read more.
COVID-19 VACCINATIONThe department strongly recommends (but does not mandate) that employees maintain their COVID-19 vaccination status in accordance with current ATAGI (Australian Technical Advisory Group on Immunisation) advice, given their individual circumstances. As of June 2023, DFFH does not require evidence of COVID-19 vaccination status.
HOW TO APPLY



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