Job Opportunities in Australia

Job description

Agency Department of the Attorney-General and Justice Work unit Health and Community Services Complaints Commission

Job title Resolution / Administration Officer Designation Administrative Officer 4

Job type Full time Duration Ongoing

Salary package $75,0951 - $85,611 Location Darwin

Position number 31570 RTF 306001 Closing 03/10/2024

Contact officer Rebecca Byers 08 8999 1969 or rebecca.byers@nt.gov.au

About the agency https://hcscc.nt.gov.au/ | https://justice.nt.gov.au/

Apply online https://jobs.nt.gov.au/Home/Job Details?rtf Id=306001

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with disability by

making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this with the contact officer.

For more information about applying for this position and the merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the OCPE website.

Primary objective

To provide comprehensive administrative support to the Office Manager, Commissioner, and Health and Community Services Complaints Commission

( HCSCC) staff. This includes handling administrative tasks, financial tasks, corporate governance tasks, and management of corporate systems with a high

level of autonomy, attention to detail, and problem solving ability. The Office Manager is a 0.5 employee and the Resolution/Administration Officer covers

for all administrative matters in her absence. The Resolution/Administration Officer receives the majority of complaints and enquiries coming to the

Commission by phone as the first point of contact. Currently these number in their hundreds annually and are varied, complex and from people who may

be bereaved, angry, confused, abusive, prisoners and/or not proficient with English. It is common for these enquiries to be outside the jurisdiction of the

Commission and a protocol of ‘warm referrals’ is in place to ensure the orderly transfer to the most appropriate body. The Resolution/Administration Officer

also carries a small caseload of less complex complaints to completion.

Context statement

HCSCC is an independent agency established to receive and where possible resolve complaints about health, disability and aged care services in the NT

fairly and impartially. Staff of the Commission engage with affected parties: complainants; service users; carers; registered and unregistered providers;

departments; and non-government organisations through an impartial complaint process. In addition to the focus on resolution under the principle of

person-centred care, emphasis is made on improvements in health services and community services and to ensuring an awareness of rights relating to the

Commission’s objectives.

Key duties and responsibilities

1. Provide comprehensive high level administration support to the Commissioner, and HCSCC staff.

2. Manage email inboxes, diaries, meetings and community engagement events.

3. Manage a range of procurement and financial functions including travel arrangements, purchasing, processing accounts payable and credit card

transactions.

4. Assist in the maintenance of information technology (IT) systems to ensure delivery of efficient IT services and administration of the case management

system.

5. Contribute to the continuous improvement of administrative processes and undertake tasks to support the Office Manager

6. Assist in coordinating the implementation and maintenance of internal HCSCC policies and procedures.

7. Contribute to the development of educational and promotional material; coordinate production and distribution of promotional and educational

materials; and represent HCSCC at stakeholder and community engagement events throughout the NT.

8. Provide secretariat support to the Health and Community Services Complaints Review Committee

9. Effectively respond to incoming phone calls and written enquiries from complainants and service providers as required, including ‘warm referrals’ to

other agencies as appropriate.

10. Manage a small caseload of simple complaints.

11. Monitor and manage outward facing social media.

Selection criteria

Essential

1. Organisational and time management skills with the ability to manage individual workload across multiple projects, prioritise tasks, meet competing

deadlines with minimal supervision, and produce quality work in a small team environment.

2. Well-developed written, oral and interpersonal skills and negotiation skills with the ability to interact effectively with people from diverse cultures,

professional backgrounds and to manage diverse stakeholder groups to achieve outcomes in a considerate and respectful way while maintaining

impartiality at all times.

3. Ability to handle sensitive and confidential information using discretion at all times.

4. Demonstrated experience in financial facilitation of approvals and payments or the demonstrated skills and ability to acquire and apply this knowledge

quickly.

5. High competency and experience in office procedures and systems including relevant experience in records management, word processing, databases,

spreadsheets, and case management computer systems.

6. Effective problem solving, proven attention to detail, and the ability to provide high-level customer service.

7. Ability to provide public access and awareness programs through a variety of mediums in the areas of complaints management, awareness of rights

and service improvement.

Desirable

1. Understanding of Government financial systems and relevant legislation, or transferable capabilities demonstrating ability to perform the job at the

appropriate level.

2. Knowledge of the Health and Community Services Complaints Commission’s role and responsibilities.

3. Knowledge of the structures and functions of organisations within the health and community services sectors within the NT.

Further information

The successful applicant will be required to take an oath of office, hold or be willing to obtain a current working with children clearance (Ochre Card), and

undergo a criminal history check. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history.