Resolutions Officer, Intake

5 days ago

Melbourne City Centre, Australia Department of Health Full time

***:
Resolutions Officer, Intake & Early Resolutions
x1 Fixed term (12 months), Full or part time
Resolutions Officers manage caseloads of complaints about Victorian health service providers with the aim of achieving timely and effective resolution. In dealing with complaints, Resolutions Officers liaise with the consumers of health services as well as with health service providers, make enquiries to identify and assess options for complaint resolution.
Are you
- A skilled, enthusiastic individual who will fit into a small statutory, regulatory environment?
- A team player who enjoys working collaboratively with others in the pursuit of team goals?
- Interested in alternative dispute resolution and influencing quality healthcare delivery?

**Accountabilities**:

- Effectively deal with a caseload of complaints about health service providers through:

- promptly assessing complaints and deciding on a course of action
- conducting complaint resolutions in accordance with legislative requirements and office policies
- obtaining relevant information, analysing issues and obtaining expert opinions if warranted; and
- making clear, timely and supportable recommendations and decisions in relation to complaints.
- Use the case management system to maintain accurate and timely records, in accordance with established performance standards and the department's records, information security and privacy policies.
- Use complaint information to identify potential serious and/or systemic issues or trends arising out of complaints and escalate internally as appropriate.
- As required, contribute to the HCC's engagement and education functions, including by delivering presentations and workshops.
- 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.

Mandatory Vaccination Policy

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
For further information please visit the Department of Health

  • Intake and Resolution Officer

    7 days ago

    Melbourne City Centre, Australia Department of Families, Fairness and Housing Full time

    Reporting to the Senior Intake and Resolution Officer, the Intake and Resolution Officer will receive written and verbal notifications and complaints about Victorian disability workers. The Intake and Resolution Officer will contribute to delivering end-to-end processes for receiving, assessing, conciliating/mediating, and resolving complaints under the...

  • Intake & Enquiries Officer

    7 days ago

    Melbourne City Centre, Australia Department of Health Full time

    ***: Intake & Enquiries OfficerIntake & 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 & Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the...

  • Intake Officer

    2 weeks ago

    Melbourne City Centre, Australia Victoria Legal Aid Full time

    **6x full time 12 month fixed term positions**: - **Salary range: $56,951 - $76,425 (pro rata) plus super plus salary packaging**: - **Up to $15,900 in salary packaging and hybrid WFH & office model** **About the role** Legal Help has an exciting new opportunity to join our growing Client Intake and Information team as an Intake Officer. We are seeking...

  • Intake & Enquiries Officer

    5 days ago

    Melbourne City Centre, 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 of...

  • Intake & Enquiries Officer

    2 weeks ago

    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...

  • Intake Specialist

    7 days ago

    Melbourne City Centre, Australia Victoria Legal Aid Full time

    **2x full time positions - 12 months fixed term**: - **Salary range**:$76,426 - $98,901 (pro rata) plus super plus salary packaging**: - **Up to $15,900 in salary packaging and hybrid WFH & office model** **About the role** Legal Help has an exciting new opportunity to join our growing Client Intake and Information team as Intake Specialist. We are...

  • Resolutions Officer

    5 days ago

    Melbourne City Centre, Australia Department of Health Full time

    **About the role**: Resolutions Officers manage caseloads of complaints about Victorian health service providers with the aim of achieving timely and effective resolution. In dealing with complaints, Resolutions Officers liaise with the consumers of health services as well as with health service providers, make enquiries to identify and assess options for...

  • Intake and Triage Officer

    13 hours ago

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

    **Utilise your Intake and Triage expertise to provide support and advice to Victims of Crime Financial Assistance Scheme**: - **Fixed - 30**th** June 2026, Full-Time Opportunity to work with a high-performing and passionate team in the Victorian Public Service**: - **VPS Grade 3: $79,122 - $96,073 plus superannuation** The Department of Justice and...

  • Team Leader, Intake and Enquiries

    2 weeks 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...

  • Imha Intake Advocate

    7 days ago

    Melbourne City Centre, Australia Victoria Legal Aid Full time

    **Part time (0.9FTE) maximum term position up to 13 February 2026**: - **Salary range: $86,436 - $101,868 (pro rata) plus super plus salary packaging**: - **Up to $15,900 in salary packaging and hybrid WFH & office model** **About the role** IMHA is a non-legal advocacy program that is staffed and led by professionals with mental health consumer...