Complaints Resolution Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeResolution Full time $75,000 - $95,500
Job Description:

The Intake and Resolution Officer will be responsible for receiving written and verbal notifications and complaints about Victorian disability workers. They will contribute to delivering end-to-end processes for receiving, assessing, conciliating/mediating and resolving complaints under the Disability Service Safeguards Act 2018.

This role will involve gathering information to perform objective assessments of matters received and determine appropriate complaints pathways in accordance with the Act. The officer will also support the Senior Intake and Resolution Officer by contributing to the delivery of external stakeholder capacity building, engagement and promotion activities.

Accountabilities:
  1. Receive complaints and notifications about the conduct of disability workers using the case management system
  2. Assess enquiries, complaints and notifications about the conduct of disability workers and recommend regulatory outcomes as defined in the Act
  3. Provide resolutions to complaints including conciliation/mediation between parties where an investigation is not required
  4. Evaluate accessibility, responsiveness, and consideration of the rights and needs of people with disability
Key Responsibilities:
  • Liaise with external stakeholders during the assessment, mediation/conciliation and resolution process
  • Maintain professional and appropriate relationships consistent with the Commission's guiding principles and the Act
  • Promote the Commission's complaints and notification functions and processes through outreach and education
Requirements:

To be successful in this role, you will need to have strong communication and interpersonal skills, as well as the ability to work independently and as part of a team. You will also require a demonstrated understanding of the issues faced by people with disability and the ability to perform objective assessments of complaints.

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