Resolutions Officer

47 minutes ago

Melbourne, Australia Health Full time

Location: Melbourne | CBD

Job type: Full time / 28 November 2025

Organisation: Health

**Salary**: $95,102 - $107,905

Occupation: Customer Service/Call Centre

Reference: VG/1828979

The MHWC is an accountability body in the mental health and wellbeing system established under the new Mental Health and Wellbeing Act 2022 (the Act) and recommended by the Royal Commission into Victoria’s Mental Health System. The MHWC responsibilities include the following: Monitor and report on the performance, quality and safety of the mental health and wellbeing system. Hold government to account with the ability to initiate its own inquiries into matters that support its objectives; handle and investigate complaints about mental health and wellbeing service delivery. Monitor government’s progress in reforming the system and ensuring the system meets the expectations of people with lived experience of mental illness or psychological distress, their families, carers and supporters. Exemplify and enable lived experience leadership. The new MHWC includes Commissioners with lived experience of mental illness or psychological distress and lived experience as a family member, carer, or supporter.

**About the role**:
The Resolutions Officer manages and resolves complaints while maintaining the independence of the Mental Health and Wellbeing Commission (MHWC). This may include complaints where the person believes their rights under _the _Mental Health and Wellbeing Act 2022_ and _the Charter of Human Rights and Responsibilities_ (2006) have been breached.

The role reports to the Team Leader and sits within the Early Resolutions Team at the MHWC and focuses on complaints where a level of timely communication and negotiation is required to resolve the concerns between the person making the complaint and the mental health and wellbeing service using best practice Alternative Dispute Resolution techniques.

The role involves initial assessment of complaints received by the Complaints and Resolutions Team and working to resolve complaints through informal and formal resolution approaches. The role identifies, analyses and reviews quality and safety issues arising from complaints raised by people who access mental health and wellbeing services to provide information and make recommendations for service improvements to mental health service providers as an outcome of a complaint.

**About us**:
The Mental Health Wellbeing Commission (MHWC) is an accountability body in the mental health and wellbeing system established under the new Act and recommended by the Royal Commission into Victoria's Mental Health System. The new MHWC includes Commissioners with lived experience of mental illness or psychological distress and lived experience as a family member, carer, or supporter.

Further information about our functions are available on the MHWC website.

**How you'll make a difference**:

- Passionate about meaningful work and contributing towards the reform of Victoria's mental health system.
- An effective communicator and solution focused, promoting improved outcomes for people and broader service improvements.
- Able to deliver effective approaches to assessment and resolution of complaints.
- Experienced in working in a fast-paced environment, with a high level of resilience.

**Suitable applicants will be able to demonstrate**:

- Provide an effective and trauma informed response to initial enquiries and manage a caseload of complaints, endeavouring to resolve these complaints using various approaches and corresponding directly with people who have made a complaint, Services, and other stakeholders.
- Ensure a high level of oral and written communication in accordance with MHWC language and style guides.
- Identify and respond to priority issues and risks in line with established organisational procedures.
- Review and evaluate the way mental health services have dealt with complaints, to identify opportunities to assist them to improve local complaint processes through strong stakeholder engagement.
- Contribute to the development of practice guidelines, policies and procedures.
- Participate in and promote peer learning opportunities and staff development.
- Maintain a thorough understanding of the _Mental Health and Wellbeing Act 2022_ and the public mental health system, including the consumer and carer experience, and other relevant legislation and standards.
- Contribute to meeting the strategic goals of the organisatio
- Keep accurate and complete records of complaint details and work activities in accordance with legislative, MHWC records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the MHWC's occupational health and safety (OHS) policies and procedures.

To learn more refer to the Position Description.

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