Intake Officer

The Office of the Queensland Ombudsman investigates complaints about the actions and decisions of Queensland government departments and agencies, local councils and publicly funded universities; and works with agencies to improve their decision-making.
As an Intake Officer, you will be responsible for the management of a caseload of files involving the registration, triage and assessment of complaints.
You will assess complaints to determine whether issues can be dealt with by the Office and, where applicable, you will exercise your delegation to make decisions on issues deemed premature for investigation by the Office.
You will also be responsible for the identification of applicable legislation and formulation of recommendations to senior officers.

**Key Responsibilities**:
Intake Officers contribute to the effective operation of the OQO. The range of work undertaken by an Intake Officer may include:

- receiving and responding to written and verbal contact, including complaints and enquiries received via telephone, mail and online
- triaging complaints in accordance with delegations and priorities, including identifying matters of escalation or risk
- undertaking autonomous preliminary assessments on complaints within delegation, including:

- liaising with complainants or stakeholder agencies to obtain information necessary to inform the assessment
- conducting research on legislation
- formulating recommendations to senior officers, and
- providing outcome advice to complainants.
- maintaining accurate records by utilising the OQO's case management system in accordance with operational instructions, and
- assisting with administrative support and ad hoc tasks where required.

**You will be expected to**:

- work collaboratively with other team members
- meet personal performance expectations and standards
- participate in meetings and training programs
- actively monitor, review and assist with improvements to policy, procedure, process and administrative practice across the OQO and stakeholder agencies
- work in accordance with the OQO Code of Conduct and values, workplace health and safety legislation, confidentiality policies and all other relevant policies, directives and legislation
- undertake other duties as directed by relevant senior officers.

Are you the right person for the job?
Appointments to the OQO are based on merit. We will assess your merit for this role by looking at what you have done previously - the knowledge, ability, skill and experience you have built, your potential for development and how this will benefit the OQO.
Within the context of this role, the ideal applicant will be someone who demonstrates:
**Vision**: Understands how the purpose and role of the organisation relates to their work and the work of the team. Demonstrates flexibility, insight and judgement in decision-making, remains composed under pressure and records clear reasons for decisions.
**Results**: 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.
**Accountability**: Is experienced in working with legislative and policy frameworks; and demonstrates a commitment to improving performance through feedback and learning.
**Technical expertise**: Knowledge and experience of effective administrative decision-making; and experience in assessment and investigation of complaints.

**Qualifications**:
It is desirable, but not essential, that applicants have a qualification in a relevant area (such as public administration, policy, law, investigation) at tertiary, diploma or certificate level from a recognised institution and/or have relevant technical experience.
Intake Officers may come from a variety of professional backgrounds.
Citizenship/visa
To be appointed to a permanent position, an applicant must be an Australian citizen, have permanent residency status, or a visa permitting them to work in Australia permanently. For temporary appointments, an applicant must have a visa permitting them to work for the length of the temporary appointment.This work is licensed under a Creative Commons Attribution 3.0 Australia License.