Engagement and Early Resolution Officer

**Overview**:
**Work Type**:Ongoing - Full-time

**Salary**: $79,122 - $87,599

**Grade**:VPS 3

**Occupation**:Customer service

**Location**:Melbourne - CBD and Inner Metro suburbs

**Reference**:VDT077_1757037612
- ** Act as IBAC's first point of contact with the community**:

- ** Melbourne CBD with hybrid / flexible working arrangements**:

- ** Ongoing and fixed-term positions available, VPS3.1 $79,122 - $87,599 + super**

**Applications close 11:59pm, Friday 19 September 2025**

**Our organisation**
- IBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and police misconduct.
- Our vision is a public sector and police that acts with integrity for all Victorians.

**Our team**
- People who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues.
- IBAC's values are incorporated in professional skills and behaviours for the position.

**We Lead by example, Act Impartially, Work Together, Behave with Respect, Strive for Excellence.**

**Your new role**
- We have the opportunity for four individuals to join our Complaint and Assessment Services team as Engagement and Early Resolution Officers.
- Two fixed-term roles available immediately, until 03 February 2026
- One ongoing role available from 20 December 2025
- One ongoing role available from 04 February 2026
- Reporting to the Manager, Engagement and Early Resolution, the role will act as one of the first points of contact from members of the public to IBAC, responding to enquiries and receiving verbal and written complaints. The role is also responsible for the assessment of low complexity complaints.
- You will be managing a portfolio of cases where the complainant making the complaint has been impacted by traumatic incidents and can present with challenging and confrontational behaviours.
- The Engagement and Early Resolution Officer will have excellent interpersonal skills and the ability to have courageous conversations and provide information about IBAC's role, jurisdiction and complaint outcomes in an accessible and empathetic way.
- As the Engagement and Early Resolution Officer, you will have well developed skills in building resilience and the ability to manage your own wellbeing whilst being responsive to the needs of complainants who engage with IBAC.
- Duties include:

- Receiving enquiries and complaints by telephone as well as in a written format, from members of the public and providing a high level of customer service in line with IBAC's service delivery charter.
- Assessing complaints to IBAC relating to corruption or serious misconduct by public officers and government bodies, including police personnel misconduct.
- Communicating difficult messages and having courageous and challenging conversations with a diverse range of stakeholders in an empathetic manner.
- Managing a portfolio of cases in an efficient matter and taking all necessary case management actions within expected timeframes, including collaborating with various internal and external stakeholders
- Additional duties are set out in the position description. To view this, please visit the **IBAC Careers webpage**and click on the appropriate vacancy.

**Our requirements / Your skill set**
- Demonstrated excellent communication, conflict management and interpersonal skills and the ability to provide high quality and accurate information when responding to queries from the Victorian community.
- Excellent organisational skills and the ability to work in a fast-paced and high-volume environment and excellent attention to detail are necessary, as information relating to enquiries, complaints and notifications must be managed, actioned and stored appropriately.
- Relevant tertiary qualifications and/or experience in case management including demonstrated experience in undertaking assessments under legislation and operating within defined policies and procedures.
- a 1-page cover letter addressing the following questions:

- A summary of your telephone-based customer service experience;
- A summary of your case management experience in assessing complaints and drafting recommendations;
- What values, skills or experience you would add to the team; and
- a resume (no longer than 5 typed pages)
- For further information regarding the role, please contact Bruce Rego, Manager, Engagement and Early Resolution on (03) 8635 6259.

**Applications close 11:59pm, Friday 19 September 2025.**

**We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.**

- Applications close Saturday 5 September 2026 at 11.59pm

Posted
- 5 September 2025