Resolution Officer

2 weeks ago

Melbourne, Victoria, Australia Victorian Department of Health Full time
About The Role

The Resolutions Officer will manage and resolve 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, focusing 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 Resolutions Officer will be responsible for the 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.

Key Responsibilities
  • 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.
What We Offer
  • THE OPPORTUNITY TO PERFORM MEANINGFUL WORK, MAKING DIRECT CONTRIBUTIONS TOWARDS 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.

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