Complaints and Client Services Officer

6 hours ago

Canberra, Australia ACT Government Full time

Business Support is the central business unit for the Children, Youth and Families division and is the office responsible for providing support to the Executive Group Manager. The unit provides coordination and management of matters relating to Government and Assembly business and contributes to the development of whole of government strategic policy initiatives.

The unit takes the lead in development and implementation of the Children, Youth and Families Strategic Plan, risk frameworks and business continuity plans, manages the Complaints and Client Services team which includes complaints and stakeholder liaison, and provides strategic business support to the branches within Children, Youth and Families. Business Support is a dynamic customer orientated team, focused on delivering strategic support and coordination.

The role is responsible for the coordination, administration and development of responses, and resolution of complaints, in alignment with the Community Services Directorate’s policy and commitment to resolution focused, conciliatory management of complaints. The role will prepare reports and policy papers, undertake project work, provide secretariat support, and conduct research and analysis as required.

Essential requirements include a good knowledge of child protection legislation and policy in the ACT, and the ability to analyse systemic issues and provide advice to the Executive. The position will also support the strengthening of relationships between Children, Youth and Families and key stakeholders.

**Eligibility/other requirements**:
**Essential qualifications and experience**:

- A sound knowledge and understanding of the social and economic issues affecting children, young people, and their families.
- Proficiency with Microsoft Office products and database systems.

**Desirable qualifications and experience**:

- Relevant tertiary qualifications in either Social Work, Psychology, Education or an allied health position (speech therapist, occupational therapist).

***

**Note**: This is a temporary position available immediately for six months with the possibility of permanency.

This position will be moving to a new workplace designed for activity-based working (ABW). Under ABW arrangements, officers will not have a designated workstation/desk.

**How to apply**:Please submit your written response of no more than two pages to the Position Requirements (Selection Criteria) in the attached Position Description, a current curriculum vitae, and details of two referees.
Please ensure that one of the referees is your current or immediate past supervisor.

***

**Note**:
This is a temporary position available immediately for six months with the possibility of permanency.

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