Manager - Client Relations

2 weeks ago

Brisbane, Australia Queensland Government Full time

About the role
The role of Manager, Client Relations is to provide high level support and advice to the Executive Director, Youth Detention Centre to assist with management of complaints; incidents as they relate to the management and auditing of complaints; and the advice and reporting to internal and oversight agencies regarding complex and sensitive client support matters.
Key responsibilities
**As Manager Client Relations, you will specifically**:
Demonstrate cultural capability and/or a commitment to developing cultural capability to ensure an inclusive culture that aligns with the Human Rights Act 2019 and supports departmental programs and community partnerships aimed at preserving cultural connections for Aboriginal and Torres Strait Islander peoples.
Provide leadership throughout the department in relation to complaints management, harm and the management of complex young people.
Lead, coordinate and conduct investigations of a sensitive, serious and complex nature into misconduct and incompetence matters as devolved by the department's Ethical Standards Unit, referred internally by oversight audit and review directorates or groups, or as directed by the Executive Director, and enhance the capacity of line managers to deal effectively with such issues.
Provide advice, guidance, training and support to staff regarding the management of complaints, the identification and reporting of harm, and the management of complex young people.
Maintain accurate confidential records of the management of all complaints, harm and advocacy matters, and undertake trend analysis for quarterly reporting, CaPE and harm reporting.
Act as an advocate for young people in the management of complaints by supporting them in a sensitive and confidential manner in making and resolving complaints, providing advice and support throughout that process, and ensuring they have access to a robust, transparent and responsive complaints management system.
Provide authoritative, strategic and operational advice on the outcomes of misconduct investigations and official misconduct to the Executive Director or delegate including the provision of both written and verbal advice.
Provide authoritative, strategic and operational advice regarding the management of complex young clients and provide advice to the Executive Director when information is required by oversight agencies including Ethical Standards Unit, Crime and Corruption Commission, Queensland Police Service, Queensland Ombudsman's Office and the Office of the Public Guardian.
Maintain secure workflow and record management systems in all investigative matters referred to the Executive Director including initial assessments, divisional and management actions, incident reviews and ensure that all accountability matters are dealt with expeditiously.
Contribute as a member of the centre's management team in making strategic and operational decisions regarding the management of young people in detention.
Undertake specific project work at the request of the Executive Director.
Contribute to the centre's Risk Management Plan.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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