Intake and Resolution Officer

2 months ago

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

THE ROLE
The Victorian Disability Worker Commission (Commission) receives complaints and notifications about disability workers and disability students under the Disability Service Safeguards Act 2018 (Vic) (the Act). The Commission supports the Victorian Disability Worker Commissioner (the Commissioner) and the Disability Worker Registration Board of Victoria (the Board) with the execution of their legislated functions and powers.
This position will report to the Senior Intake and Resolution Officer and the Intake and Resolution Officer will implement in end-to-end oversight and coordination of the intake, assessment and resolution of complaints, and the intake and assessment of notifications.
Are you
- An effective communicator, with well-honed interpersonal skills who can receive and conduct comprehensive assessments of complaints from people with disability and their families in a manner that is respectful of their needs and circumstances?
- Experienced in providing complex case management assessment within a legislative framework to make clear practical and impartial assessment decisions, in a time sensitive environment?
- Able to deliver timely and persuasive communication that is tailored to the audience and aligns with the organisation's functions, guidance, policies and legislation?
- A strong conciliator/ mediator of complaints to achieve positive outcomes for all parties involved?

ACCOUNTABILITIES INCLUDE
1. 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.
2. 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.

**3. 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.
COVID-19 VACCINATION
The 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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