Complaints and Feedback Officer

at  Department of Justice and Community Safety

• Respond to Complaints and feedback from victims of crime
• Ongoing position
• VPS3: $74,580 – $90,558 + superannuation
  The Department of Justice and Community Safety are seeking a Complaints and Feedback Officer to join the new Victims of Crime Financial Assistance Scheme. This role maintains records of incoming complaints, recommendations, and resolutions, and ensures victim confidentiality is always maintained.
  About the Business Unit
  This is an exciting opportunity to deliver a major new initiative for victims of crime. The FAS is a landmark reform that will replace the judicially based Victims of Crime Assistance Tribunal with an administrative scheme that prioritises the needs of victims and supports their recovery from violent crime.
  The FAS is highly anticipated by victims and stakeholders and represents a major leap forward in the Victorian Government’s response to victims of crime. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022 the FAS will provide financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims’ needs. It will acknowledge harm done and be trauma informed, with a priority focus on being inclusive and culturally safe.
  In this role you will be managing and responding to feedback and complaints from victims of crime accessing the FAS. You will communicate with victims and provide timely responses in a confidential and sensitive manner. At all times you will act consistently with the principles and obligations contained in the Victims Charter Act 2006 (the Act) and promote the agency, dignity, and recovery of victims of crime.
  About the Role

Qualifications

• A qualification or experience in a relevant discipline such as social work, social sciences, psychology, criminal justice, law, alternate dispute resolution or investigations is desirable

DUTIES WILL INCLUDE:

• Manage and respond to complaints and feedback from victims in a timely and professional manner and be responsible and accountable for progressing complaints toward resolution.
• Identify and escalate medium and high-risk complaints to the FAS Senior Complaints Advisor with recommendations.
• Manage victim complaint calls which will include handling difficult conversations and communicating with people experiencing trauma.
  To learn more about this role before applying, please read the attached position description.
  About you

TO BE SUCCESSFUL IN THIS ROLE, YOU WILL HAVE:

• Understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault.
• Experience in maintaining records (complaint or other client records) using a case management system.
• Experience drafting surveys to collect feedback for conducting qualitative/quantitative analysis.

Qualifications

• A qualification or experience in a relevant discipline such as social work, social sciences, psychology, criminal justice, law, alternate dispute resolution or investigations is desirable.

How to Apply
Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.
If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don’t hesitate to get in touch with the contact person listed on this ad.