Advisor

2 weeks ago

Brisbane, Australia Queensland Government Full time

The Advisor will contribute to the functional area responsible for Enquiries and Assistance within Disability, Seniors and Carers. The role will provide high quality advice and support to the team and will respond to clients in accordance with the DCSS Complaints Policy as well as assist with tasks related to the administration of the Guide Hearing and Assistance Dogs Act 2009 (GHAD Act) as required.

The position requires an individual who will take personal responsibility for serving the government of the day and meeting the needs of the people and communities of Queensland. As a member of the team, you will work towards a system of world class service delivery and public sector management.

Key duties and responsibilities

The Advisors key responsibilities are:

- Contribute to the implementation of operational processes that maintain and support a culture that:

- welcomes concerns from clients, their families, advocates and the general community
- upholds the rights of stakeholders involved in the department's systems
- values and strives for best practice and continuous improvement in dealing with complaints.
- Review, assess and manage concerns and enquiries received by the department and make recommendations to management identifying evidence-based opportunities for continuous improvement and quality individual and systemic outcomes for the department and its clients.
- Liaise and communicate with the department's clients about complaints and provide authoritative advice to clients about their complaint matters.
- Research legislative and administrative issues, provide advice to management on policy and operational issues about complaints management, appeals and Ombudsman enquiries and contribute to the development of appropriate policies, procedures, guidelines and information sheets.
- Receive supervision and mentoring from senior staff regarding complaints management practices with a view to fostering and maintaining a culture and
philosophy which welcomes complaints and enquires from all stakeholders, upholds the principles of the department and natural justice.
- Contribute to the preparation of quantitative and qualitative reports regarding unit strategies and activities and provide advice to management on a range of complaint and investigation issues.
- Build and sustain positive relationships through effective communication with team members, clients and stakeholders including the Queensland Ombudsman and private sector entities by being responsive to client and stakeholder needs and expectations.
- Assist the internal and external stakeholders in the implementation and ongoing management of systems and procedures such as Quality Assurance, Environmental Management Systems, Records Management and any other legislative or departmental requirements.
- Effectively participate in the department's Compliance Framework by assisting with investigation of matters under Part 6A of the Disability Services Act 2006, s106 of the Forensic Disability Act 2011, and s76 of the GHAD Act.
- Contribute to building and maintaining the culture of the work area to support the vision and values of the department and to achieve agency objectives.
This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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