Complaints and Feedback Officer

Respond to Complaints and feedback from victims of crime
- Ongoing position
- VPS3: $74,580 - $90,558 + superannuation

The Department of Justice and Community Safety are seeking a Complaints and Feedback Officer to join the new Victims of Crime Financial Assistance Scheme. This role maintains records of incoming complaints, recommendations, and resolutions, and ensures victim confidentiality is always maintained.
About the Business Unit
This is an exciting opportunity to deliver a major new initiative for victims of crime. The FAS is a landmark reform that will replace the judicially based Victims of Crime Assistance Tribunal with an administrative scheme that prioritises the needs of victims and supports their recovery from violent crime.
The FAS is highly anticipated by victims and stakeholders and represents a major leap forward in the Victorian Government's response to victims of crime. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022 the FAS will provide financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims' needs. It will acknowledge harm done and be trauma informed, with a priority focus on being inclusive and culturally safe.
In this role you will be managing and responding to feedback and complaints from victims of crime accessing the FAS. You will communicate with victims and provide timely responses in a confidential and sensitive manner. At all times you will act consistently with the principles and obligations contained in the Victims Charter Act 2006 (the Act) and promote the agency, dignity, and recovery of victims of crime.
About the Role

**Duties will include**:

- Manage and respond to complaints and feedback from victims in a timely and professional manner and be responsible and accountable for progressing complaints toward resolution.
- Identify and escalate medium and high-risk complaints to the FAS Senior Complaints Advisor with recommendations.
- Manage victim complaint calls which will include handling difficult conversations and communicating with people experiencing trauma.

To learn more about this role before applying, please read the attached position description.
About you

**To be successful in this role, you will have**:

- Understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault.
- Experience in maintaining records (complaint or other client records) using a case management system.
- Experience drafting surveys to collect feedback for conducting qualitative/quantitative analysis.

**Qualifications**:

- A qualification or experience in a relevant discipline such as social work, social sciences, psychology, criminal justice, law, alternate dispute resolution or investigations is desirable.

How to Apply

**IMPORTANT INFORMATION**:CHILD SAFE STATEMENT OF COMMITMENT**:
The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.
Encouraging Diversity
The Victorian Government is committed to ensuring that government boards and committees reflect the rich diversity of the Victorian community.
You do not have to disclose any personal information if you do not want to, but it can help us understand how we can support you through the recruitment process and beyond. We invite you to tell us if you identify as Aboriginal, a person with disability, from a culturally or linguistically diverse background, LGBTIQA+ or a young person, aged 25 years old or less. If you identify as any of the aforementioned, we would welcome the opportunity to contact you and discuss how we can support you through the recruitment process. Sharing this information will help you access support should you need it and will also help us to better understand the impact of our work.