Investigator, National Health Practitioner Ombudsman

3 days ago

Melbourne City Centre, Australia Department of Health Full time

***:
Investigators plays a key role in the resolution of complaints received by the office of the National Health Practitioner Ombudsman (NHPO).
As an Investigator in the Complex investigations team, you will be responsible for efficiently assessing complaints and conducting detailed investigations under direction from a Team Leader. The role is focused on looking for opportunities to achieve systemic improvements in the regulation of health practitioners.
The role is required to effectively communicate outcomes to complainants, Freedom of Information (FOI) applicants and other relevant stakeholders, both by telephone and in writing. You will also need a high level of resilience and a desire to help people navigate Australia's health practitioner complaint systems and FOI processes.

**Are you**:

- an investigator with administrative review skills?
- a team player who recognises the benefits of working collaboratively in a small statutory environment?
- an effective and confident communicator, with excellent written and verbal communication skills?

Accountabilities
- Under direction from a Team Leader, conduct investigations and reviews in accordance with the NHPO's processes and administrative law principles.
- Prepare high quality reports and recommendations in a timely manner.
- Liaise with stakeholders to obtain required information and documentation to support the assessment of complaints, and work co-operatively with peers in a demanding environment.
- Undertake the lodgement and assessment of enquiries, complaints and FOI matters by:
b) Recording matters in the NHPO's case management system, including by accurately saving documents and other relevant information
c) Assessing matters (including to determine if it falls within the NHPO's jurisdiction) and gathering appropriate information to effectively respond to, refer, or escalate the matter
d) Responding to matters within NHPO's service standard timelines and individual performance targets.
- Maintain effective relationships to meet the needs of individuals contacting the office, including members of the public and health practitioners.
- Confidently communicate with people in times of emotional distress and appropriately respond to mentions of suicide and/or self-harm.
- Convey information in both verbal and written form with a high level of knowledge, expertise and analysis.
- Maintain a thorough understanding of the relevant legislation.
- Undertake other duties as directed from time-to-time that commensurate with the role's level and responsibilities, such as assisting in office projects, participating in stakeholder engagement activities and auditing internal complaints data.
- Keep accurate and complete records of work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for health and safety in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.

Mandatory Vaccination Policy

**HOW TO APPLY**:

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