Intake and Resolution Support Officer (VPSG3)

at  Victorian Disability Worker Commission

JOB DESCRIPTION

Location: Melbourne | CBD
Job type: Full time
Organisation: Victorian Disability Worker Commission
Salary: $74,580 - $90,558
Occupation: Administration/Secretarial
Reference: VG/VDWC/713073
The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.
Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTQI+ equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are disadvantaged and vulnerable.
We work in a variety of community-based settings, including people’s homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.
We are committed to developing and supporting a workforce that is well equipped and highly motivated. All jobs can be worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse backgrounds and abilities. .
If you’re having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don’t hesitate to get in touch with the contact person listed on the ad.
For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

ACCOUNTABILITIES INCLUDE

• Receive notifications and complaints about registered and unregistered disability workers by telephone, in writing or in person.
• Under direction, gather information to make objective assessments of complaints and determine the appropriate internal and/or external complaint pathway, (including other regulators e.g. NDIS Quality and Safeguards Commission, Health Complaints Commissioner) in accordance with the Commission’s policies, procedures and the Act.
• Record stakeholder contact in the Commission’s complaints/case management system and electronic records management system in accordance with the Commission’s policies, procedures and the Act.

Reporting to the Senior Intake and Resolution Officer, the Intake and Resolution Support Officer will receive written and verbal notifications and complaints about Victorian disability workers. The Intake and Resolution Support Officer will contribute to delivering end-to-end processes for receiving, assessing, conciliating/mediating and resolving less complex complaints under the Disability Service Safeguards Act 2018 (the Act). This role will gather information to perform objective assessments of matters received and determine appropriate complaints pathways in accordance with the Act.
This role will also support the Senior Intake and Resolution Officer by contributing to the delivery of external stakeholder capacity building, engagement and promotion activities.
An ability to perform objective assessments of complaints, provide conciliation/mediation and a demonstrated understanding of the issues faced by people with disability will underpin success in this role.