Investigator

2 weeks 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 Early resolution team, you are responsible for efficiently assessing complaints and other approaches made to the NHPO under direction from a Team Leader. The role is focused on looking for opportunities to achieve quick resolutions using the NHPO's early resolution pathways.
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.
The role requires a high level of resilience and a desire to help people navigate Australia's health practitioner complaint systems and FOI processes.

**Are you**:

- enthusiastic about helping members of the general public to find the right place to raise their concerns?
- 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**:

- 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.
- Under direction from a Team Leader, use the NHPO's early resolution pathways to attempt to efficiently and effectively resolve complaints.
- 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.
- Confidently communicate with people in times of emotional distress and appropriately respond to threats 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**:
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

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