Resolutions Officer

2 weeks ago

Melbourne City Centre, Australia Department of Health Full time

**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 please click ‘Apply' to view the Position Description on the Careers.vic website.

To learn more refer to the Position Description.

If you are viewing this advertisement on the Careers.vic or Seek website, Please click ‘Apply' to access the Position Description

**What we offer**:

- The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
- A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

**How to apply**:
Applications should include a resume and a cover letter summarising their skills, relevant experience and what they can bring to the role.

Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering se

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