Team Leader, Intake and Enquiries

6 days ago


Melbourne City Centre, Australia Department of Health Full time

Team Leader, Intake & Enquiries
**Position Purpose**: The Team Leader of Intake & Enquiries is responsible for overseeing a team of Intake & Enquiries Officers within the organisation. This team is responsible for initial contact for enquiries and complaints regarding Victorian health service providers. The Intake & Enquiries team respond to telephone and written enquiries and complaints with the aim of identifying key issues within complaints and offering referral advice.

**Are you**:

- A person with knowledge and experience in effective complaint management?
- A team player who enjoys working collaboratively with others in the pursuit of team goals?
- A strategic thinker who is capable of managing change and developing innovative solutions?

**About us**:
At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.
We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

**Suitable applicants will be able to demonstrate**:
*
- Lead a team in providing or contributing to authoritative and expert advice and recommendations consistent with organisational goals and values.
- Manage the allocation of resources within and the outputs required of the work area to achieve service delivery goals and expectations.
- Effectively supervise and provide leadership to a team of employees by:

- leading and supporting individuals to achieve their potential and contribution to organisational goals and outcomes.
- modelling behaviours integral to good people management and departmental values.
- undertake regular catch ups with staff to provide coaching and guidance in line with individuals' Performance & Development Plan (PDP) goals.
- pro-actively building and maintaining positive relationships with peers and stakeholders across the organisation.
- Escalate complex operational problems and issues being experienced by team members, to the Manager, Resolutions as required.
- Deliver and monitor reports to facilitate data-driven decision-making and improve service delivery.
- Monitor rostering requirements and staff leave, take appropriate action as necessary to ensure coverage is maintained.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective services.
- Undertake other tasks as reasonably requested in line with the role.

To learn more please click ‘Apply' to view the Position Description on the Careers.vic website.

**What we offer**:

- The opportunity to perform meaningful work, making direct contributions toward 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. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date.
We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians.
Preferred applicants may be required to complete a police check and other pre-employment checks including proof of vaccination against COVID-19. Information provided will be treated in the strictest confidence, in line with our Privacy Policy.



  • Melbourne City Centre, Australia Department of Health Full time

    **About the role**: - 2 x Positions available. - The Intake and Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers. - The Intake and Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral...


  • Melbourne, Victoria, Australia Department Of Health Full time

    **About the role**:- Intake and Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers.- Intake and Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role...

  • Coordinator, Intake

    1 week ago


    Melbourne City Centre, Australia Department of Justice and Community Safety Full time

    Great opportunity to join Forensic Intervention Services - Make a positive difference in keeping our community safe - Attractive VPS Grade 4 salary range ($90,067 - $102,192) plus superannuation There are multiple exciting opportunities to join Forensic Intervention Services a Coordinator, Intake on an ongoing basis. What does the Forensic Intervention...


  • Melbourne, Victoria, Australia CareChoice Full time

    Exceptional benefits program, including access to your pay as you earn itPermanent full time roleExcellent career progression opportunityAbout CareChoiceCareChoice is a NDIS, DFFH / Human Services Standard and TAC/ WorkSafe registered services provider. We deliver a wide range of services and provide complex support across the Disability sector in a range of...


  • Melbourne, Victoria, Australia Department Of Families, Fairness And Housing Full time

    The Intake and Community Links Team Leader manages a team of Advanced Case Managers and Education Advisors in their work with children and young people in the Refugee Minor Program (RMP). The Team Leader is responsible for the day to day operations of the RMP's Stronger Futures for Refugee Youth (SFRY) Team and the Intake and Case Contracting team. The SFRY...

  • Enquiries Officer

    2 weeks ago


    Melbourne City Centre, Australia Labour Hire Licensing Authority Full time

    The Victorian Government established the Labour Hire Licensing Authority (LHA) to introduce a licensing system to regulate the provision of labour hire services across Victoria. The LHA undertakes a range of licensing, compliance and enforcement activities, maintains public registers and conducts research and education in accordance with the Labour Hire...


  • Melbourne City Centre, Australia Department of Justice and Community Safety Full time

    **Utilise your Intake, Triage and Supervisor expertise to provide support and advice to Victims of Crime Financial Assistance Scheme**: - **Fixed 30/6/2026, Full-Time Opportunity to work with a high-performing and passionate team in the Victorian Public Service**: - **VPS Grade 4: $97,955 - $111,142 plus superannuation.** The Department of Justice and...


  • Melbourne City Centre, Australia Department of Justice and Community Safety Full time

    Utilise your professional leadership expertise to provide support and advice to the Office of the Public Advocate - 3x ongoing opportunities and 1x 24-month fixed-term opportunity to work with a high-performing and passionate team in the Victorian Public Service - VPS Grade 5.2: $114,830 - $125,735 plus superannuation About the Business Unit The Office of...


  • Melbourne, Australia Department of Families, Fairness and Housing Full time

    Location: Melbourne | Western Metropolitan Job type: Full time Organisation: Department of Families, Fairness and Housing **Salary**: $99,009 - $109,247 Occupation: Community Services Reference: VG/DFFH/COPL/00384751A The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe,...

  • Intake Coordinator

    7 days ago


    Melbourne, Victoria, Australia Hearth Support Services Full time

    We have an opportunity to join our client Intake team, playing a key role in setting up participants & matching them with the right support workers.As a first point of contact for new participants, the Intake Coordinator is responsible for managing intake enquiries from the initial service request through to setup, allocation, and handover to one of our...