Intake and Resolution Support Officer

2 days ago

Melbourne, Australia Victorian Disability Worker Commission Full time

Location: Melbourne | CBD

Job type: Full time

Organisation: Victorian Disability Worker Commission

**Salary**: $74,580 - $90,558

Occupation: Administration/Secretarial

Reference: VG/VDWC/713073

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 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 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**

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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