Correspondence Coordinator

About us
The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.
The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.
The QFD is an organisation that is focused on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.
Purpose of the role
The Relations and Standards strives to ensure QFD's workforce upholds the highest levels of professional and ethical standards as is expected of the Queensland Government and the community. It achieves this through managing workplace complaints, conducting high-level and complex workplace investigations, and proactively identifying and providing advice on conduct related matters. The Workforce Liaison team liaises with key stakeholders, and the network of Workplace Standards Advisors to ensure the timely and appropriate management of complaints received regarding the conduct of staff and volunteers. The team is responsible for the administration of incoming complaints, and their referral to the relevant areas for action and ensures the timely progress of cases through the complaints management process.
Reporting to the Manager, you will provide administrative support relating to the day to day management of QFD Complaints, including maintaining a high-level of confidentiality in the preparation, coordination and filing of critical complaint documentation, using online correspondence and complaints management systems. You will be a key member of the team and play an integral role in administering these systems and providing reporting to inform programs and project initiatives to meet business and departmental objectives.
Key requirements
Highly desirable requirements
- Experience with provision and preparation of written correspondence in a confidential environment.
- Experience in the preparation of data reporting.

Your key accountabilities
Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

- Coordinate and support the administrative functions, including management of correspondence and complaints systems and records to ensure compliance, in accordance with departmental requirements.
- Assist in the administration of incoming complaints in the Complaints Management System and their referral to the relevant areas of QFD for action.
- Provide high-level administrative support and prepare complex reports, in relation to conduct and performance matters and ensure activities are delivered in a timely and efficient manner.
- Prioritise, register and action incoming correspondence to effectively manage critical information, confidentiality, and workflows in the preparation, coordination and filing of correspondence.
- Coordinate and research correspondence, reports and presentations including proof reading, formatting, quality assurance and preparation of drafts, ensuring accuracy and timeliness to meet departmental deadlines.
- Communicate and liaise with internal and external stakeholders on a wide range of issues in a professional and positive manner to support key processes and service delivery outcomes.
- Provide procedural advice regarding administrative, correspondence and complaints management systems, and undertake reviews and recommend changes to improve processes and outcomes.

Capabilities
To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream - Individual Contributor (leading self)
Vision
- Stimulates ideas and innovation
- Makes insightful decisions

Results
- Builds enduring relationships
- Drives accountability and outcomes

Accountability
- Fosters healthy and inclusive workplaces
- Demonstrates sound governance

Once you join us we will want you to exemplify the QFD shared values of:

- Respect
- Integrity
- Trust
- Courage
- LoyalyThis work is licensed under a Creative Commons Attribution 3.0 Australia License.