Investigator

**About the role**:

- 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.

**About us**:
The NHPO's primary role is to provide oversight of bodies in the National Registration and Accreditation Scheme, including the Australian Health Practitioner Regulation Agency (Ahpra), the 15 National Health Practitioner Boards and accreditation organisations. The NHPO sees complaints as an invaluable way to identify and address problems with how registered health practitioners are regulated in Australia.

**About the department**:
The Victorian department of health (the department) develops and delivers policies, programs and services that support and enhance the wellbeing of all Victorians.
The department is the NHPO's host jurisdiction, which allows the NHPO to reduce administrative costs by accessing accommodation, information technology and other systems on a shared basis. NHPO staff are employees of the department on secondment to the NHPO.

**How you'll make a difference**:

- 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.
- 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.

**Suitable applicants will be able to demonstrate**:

- Certificate IV in Government Investigations desierable.
- The following specialist expertise would be advantageous:
- Demonstrated experience in complaint-handling, preferably in a regulatory or Ombudsman environment.
- Knowledge and understanding of best practice in complaints resolution and investigation would be an advantage.
- Demonstrated understanding of current administrative law principles.

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.

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