Expression of Interest

Expression of Interest - Senior Investigation & Resolution Officer

Expressions of interest are being called for to act in the role of Senior Investigation & Resolution Officer (Grade 9/10), Complaints Resolution Branch. There are 2 roles available for up to 6 months or until the incumbents returns.

One position is located in the Local Government, Planning and Environment stream and one is in the Custodial & Community Corrections stream.

This EOI may be used for future temporary opportunities for similar roles at the same level in these or other complaint handling streams, until the end of February 2026. Other streams include Community Services and School Education, Public Health, Housing and Tertiary Education, Public Administration, and Business Improvement.

Please note, this EOI is for NSW Government employees only.

About the NSW Ombudsman

Government agencies touch and impact the lives of the people of NSW every day, and we are there to make sure those interactions are fair. Government is complex and people need to have confidence that someone is holding government agencies to account if their actions are unreasonable, wrong or unlawful.

We are that someone. We are the organisation that shines a light on serious wrong conduct in the delivery of government services. Our ultimate goal is that everyone receives the right services and fair treatment from the agencies we oversight.

Our scope is broad. We cover services for vulnerable families, including the delivery of community services funded by government; local councils; correctional and youth justice centres; education; environment protection and public transport – to name a few

We work to help resolve problems at an individual level, as well as looking at the bigger picture to promote system improvements in public administration and in the delivery of community services. We are confident in the knowledge that our work will give voice to the individual and bring fairness and balance to how the government delivers to the public it serves.

We are committed to providing a range of career development opportunities. We aim to guide and help our people with the skills they need to lead our organisation and give the most impact to what they do.

Role Overview

The Senior Investigation & Resolution Officer (SIRO) manages complex complaints, resolves complaints through conciliation and other dispute resolution methodologies, and communicates with influence. The SIRO is a strong people manager who supervises, mentors, and coaches their direct reports to build their capability and performance. The SIRO provides timely advice to senior and other relevant staff on trends, systemic issues, matters of concern, and common complaint themes.

The SIRO liaises with stakeholders, critically analyses agency responses to complaints, and monitors undertakings and recommendations stemming from investigations and complaint handling work. The SIRO produces high quality, complex investigation reports and complaint outcome documents. They may also contribute to the preparation of other reports and publications related to the work of the Ombudsman.

The SIRO role in the Custodial & Community Corrections stream inducts, trains and provides ongoing support to staff who receive complaints, primarily received by telephone, from (or about) people who are in custody. The successful applicant will be required to travel for site visits at required custodial facilities, and is required (or eligible) to have a current WWCC clearance issued from the Office of the Children's Guardian.

The role description for this position can be foundhere.

Salary Range: $129,464 – $142,665 pa - plus employer's contribution to superannuation and annual leave loading.

Application Requirements - Applications must consist of (please combine in one document):

• Resume outlining your relevant skills/experience.
• A Cover Letter containing a brief statement (no more than a page) regarding your interest and suitability for the role.

The method of recruitment may be subject to a suitability assessment process.

Expressions of interest are to be submitted no later than 10:00am, Monday 22 December 2025 via this link: NSW Ombudsman Careers. Questions about the opportunity should be submitted to the Ombudsman Talent Team via email

Additional Notes and Information

• There are two temporary roles available for the period up to 6 months or until the incumbent returns. Applicants from this EOI may be considered for other SIRO roles that arise until end of February 2026 across other streams in the Complaints Resolution Branch.
• The NSW Ombudsman will be on Christmas shutdown from 24 Dec January 2026 and shortlisted applicants will be contacted upon return with interviews planned to take place the following week.
• The assessment may be subject to a suitability assessment process and selected applicant/s will only be eligible for temporary employment/assignment.
• All existing NSW Government employees including temporary and seconded employees are eligible to apply.
• Existing employees employed on a temporary or secondment basis should note that if they are successful with this suitability assessment process, it may void their existing temporary or secondment contract and limit their employment up to a maximum period of 12 months (or less depending on their current selection status).
• A secondment is a time-limited movement of a government sector employee from one government sector agency to another government sector agency. Please seek appropriate approval if you are successful in the recruitment process.