Workforce Liaison Officer

About us

As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events.

Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue Service, disaster management services, the Rural Fire Service and the State Emergency Service, and also supports other volunteer groups providing emergency response to Queenslanders.

QFES is one department with many services, many capabilities and many partners.

Purpose of the role

Workforce Support includes the Workforce Liaison; Honours, Reward and Recognition; and Workplace Standards teams. The unit works closely with the regional network of Senior Advisors, Workplace Standards (SAWS) to help achieve its aim of increasing people management capability, reducing instances of poor workplace conduct and increasing positive workplace experience.

Reporting to the Principal Advisor, you will be a key member of the team providing the day to day management of QFES Complaints, utilising an online complaints management system. You will play an integral role in reporting on and managing the complaint intake and assessment process and will be an important liaison point with regional officers to ensure the efficient processing of incoming complaints and timely outcomes of complaint matters.

Key requirements
- There are no key requirements for this role.

Your key accountabilities

Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

- Administer and review incoming complaints in the Complaints Management System and disseminate to the relevant areas of QFES for action, including follow up to ensure deadlines are met.
- Review the Complaints Management System and procedures and provide strategies for improvement in processes and reporting.
- Assist in the development of strategy, organisational frameworks and processes for a workforce that models professional and ethical behaviour.
- Assist in the research, preparation and review of reports, briefing notes, submissions, business cases, departmental and other correspondence in accordance with organisational requirements.
- Establish strong stakeholder relationships and represent the business unit at forums, committees and working parties.
- Provide advice to regional officers on the Complaints Management System and complaint related activities, including data collection, analysis, evaluation and interpretation.
- Provide support to organisational projects in accordance with QFES Strategic plan.

Capabilities

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream - Individual Contributor (leading self)

Vision
- Leads strategically
- Stimulates ideas and innovation
- Leads change in complex environments
- Makes insightful decisions

Results
- Develops and mobilises talent
- Builds enduring relationships
- Inspires others
- Drives accountability and outcomes

Accountability
- Fosters healthy and inclusive workplaces
- Pursues continuous growth
- Demonstrates sound governance

Once you join us we will want you to exemplify the QFES shared values of:

- Respect
- Integrity
- Trust
- Courage
- Loyaly
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