About the role: 

• Intake and Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers.
• Intake and Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role of the Commissioner.

About us: 

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.  

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all. 

How you'll make a difference:

• As part of a team, receive and record in a case management system complaints and enquiries lodged over the phone, in person and in writing.
• Provide clear and accurate advice to callers about the role and function of the Health Complaints Commissioner.
• Assist members of the public to formulate their complaints, ensuring that vulnerable individuals are identified and supported in the complaints process.
• Communicate effectively with a diverse population, adapting the communication style as appropriate to the circumstances.
• Assist in the identification and reporting of emerging, systemic or other issues of interest. Escalate matters as appropriate.
• Ensure that office policies, guidelines and practices are followed and all contacts and administrative actions are recorded accurately and timely, in accordance with established performance standards.
• Provision of expert guidance to recognise and effectively handle emerging issues and potential risks for the organisation. Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective services.
• Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
• Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
• Undertake other tasks as reasonably requested in line with the role.

To learn more please click ‘Apply' to view the Position Description on the Careers.vic website. 

What we offer: 

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply: 

Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date. 

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. 

All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@health.vic.gov.au. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

Preferred applicants may be required to complete a police check and other pre-employment checks including proof of 3 vaccinations (including booster) against COVID-19. Information provided will be treated in the strictest confidence, in line with our Privacy Policy. 

The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for employees who apply through the Jobs Skills Exchange (JSE) jobs board platform. As such, these employees are strongly encouraged to submit their application through the JSE.