Queensland Government Smart jobs in Brisbane QLD

How you will add value - key responsibilities

You will contribute to the effective operation of the QO.

Your work will focus on the assessment and investigation of complaints. Your work will include:

guiding and supporting Intake Officers in their work and contributing the day to day efficiency of the Intake team
assessing complaints within the requirements of the Ombudsman Act, operational procedures and delegations
working under the direction of senior officers on administrative assessments and investigations
communicating with complainants and agencies regarding the progress of cases
providing verbal and written advice to complainants about their complaint, including providing outcome advice
recommending relevant matters for investigation by QO
developing and implementing strategies for assessments and investigations to ensure quality, timely resolution in consultation with senior officers
conducting research and preparing correspondence, submissions and reports under the hand of senior officers
maintaining accurate records about your work
contributing to improved service delivery and accountability by participating in organisational initiatives

You will be expected to:
model exemplary standards of personal integrity and ethics and demonstrate the Office's values in all interactions internal and external to the Office
work collaboratively with other team members, participate in meetings and training programs, and actively monitor, review and assist with improvements to policy, procedure, process and administrative practice across The Office and stakeholder agencies
provide support and guidance for a culturally inclusive and safe workplace, ensuring cultural identity and perspectives are valued
adhere to the QO Code of Conduct and values; workplace health and safety legislation; confidentiality policies; all other relevant policies, directives and legislation
meet personal performance expectations and standards
undertake other duties as directed by relevant senior officers.

In this role, you may work in different work areas depending on operational requirements (e.g. Intake, Investigation and Resolution).

Are you the right person for the job?

We will assess your suitability for this role by looking at what you have done previously - the knowledge, ability, skill and experience you have built, your potential for development and how this will benefit this Office.

Within the context of this role, the ideal applicant will be someone who:

Vision: Understands how the purpose and role of the organisation relates to their work and the work of the team. Demonstrates flexibility, insight and judgement in decision-making, remains composed under pressure and records clear reasons for decisions.

Results: Listens to understand what is needed and communicates effectively, taking account of the needs of different stakeholders. Achieves timely results through planning, persistence and professional conduct.

Accountability: Is experienced in working with legislative and policy frameworks; and demonstrates a commitment to improving performance through feedback and learning.

Technical expertise: Knowledge and experience of effective administrative decision-making; and experience in assessment and investigation of complaints.This work is licensed under a Creative Commons Attribution 3.0 Australia License.