Review Officer

1 day ago

Brisbane, Queensland, Australia Queensland Government Full time
Job Summary

We are seeking a highly skilled and experienced Review Officer to join our team at the Queensland Government. As a Review Officer, you will play a critical role in ensuring that administrative actions of Queensland public sector agencies are fair and just.

Key Responsibilities
  • Assess complaints within the requirements of the Ombudsman Act, operational procedures, and delegations.
  • Work under the direction of senior officers on administrative assessments and investigations.
  • Communicate with complainants and agencies regarding the progress of cases.
  • Provide verbal and written advice to complainants about their complaint, including providing outcome advice.
  • Guide and support Intake Officers in their work and contribute to the day-to-day efficiency of the Intake team.
  • Recommend relevant matters for investigation by QO.
  • Develop and implement strategies for assessments and investigations to ensure quality, timely resolution in consultation with senior officers.
  • Conduct research and prepare correspondence, submissions, and reports under the hand of senior officers.
  • Maintain accurate records about your work.
  • Contribute to improved service delivery and accountability by participating in organisational initiatives.
Requirements
  • Model exemplary standards of personal integrity and ethics and demonstrate the Office's values in all interactions internal and external to the Office.
  • Work collaboratively with other team members, participate in meetings and training programs, and actively monitor, review, and assist with improvements to policy, procedure, process, and administrative practice across The Office and stakeholder agencies.
  • Provide support and guidance for a culturally inclusive and safe workplace, ensuring cultural identity and perspectives are valued.
  • Adhere to the QO Code of Conduct and values; workplace health and safety legislation; confidentiality policies; all other relevant policies, directives, and legislation.
  • Meet personal performance expectations and standards.
  • Undertake other duties as directed by relevant senior officers.
Selection Criteria
  • Understand how the purpose and role of the organisation relates to their work and the work of the team.
  • Demonstrate flexibility, insight, and judgement in decision-making, remains composed under pressure, and records clear reasons for decisions.
  • Listens to understand what is needed and communicates effectively, taking account of the needs of different stakeholders.
  • Achieves timely results through planning, persistence, and professional conduct.
  • Is experienced in working with legislative and policy frameworks; and demonstrates a commitment to improving performance through feedback and learning.
  • Knowledge and experience of effective administrative decision-making; and experience in assessment and investigation of complaints.

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