About the role: 

The Resolutions Officer manages and resolves complaints include complaints where the person believes their rights under the Mental Health and Wellbeing Act 2022 and the Charter of Human Rights and Responsibilities (2006) have been breached.

The role reports to the Team Leader and sits within the Early Resolutions Team at the Mental Health and Wellbeing Commission (MHWC) .

The role identifies, analyses and reviews quality and safety issues arising from complaints raised by people who access mental health and wellbeing services to provide information and make recommendations for service improvements to mental health service providers as an outcome of a complaint.

About us: 

The Mental Health Wellbeing Commission (MHWC) is an accountability body in the mental health and wellbeing system established under the new Act and recommended by the Royal Commission into Victoria's Mental Health System. The new MHWC includes Commissioners with lived experience of mental illness or psychological distress and lived experience as a family member, carer, or supporter.

Further information about our functions are available on the MHWC website.

How you'll make a difference:

• Passionate about meaningful work and contributing towards the reform of Victoria's mental health system.
• An effective communicator and solution focused, promoting improved outcomes for people and broader service improvements.
• Able to deliver effective approaches to assessment and resolution of complaints.
• Experienced in working in a fast-paced environment, with a high level of resilience.

Suitable applicants will be able to demonstrate:

• Provide an effective and trauma informed response to initial enquiries and manage a caseload of complaints, endeavouring to resolve these complaints using various approaches and corresponding directly with people who have made a complaint, Services, and other stakeholders.
• Identify and respond to priority issues and risks in line with established organisational procedures.
• Review and evaluate the way mental health services have dealt with complaints, to identify opportunities to assist them to improve local complaint processes through strong stakeholder engagement.
• Contribute to the development of practice guidelines, policies and procedures.
• Participate in and promote peer learning opportunities and staff development.

To learn more refer to the Position Description.

If you are viewing this advertisement on the Careers.vic or Seek website, Please click ‘Apply' to access the Position Description 

What we offer: 

• On the job training in a supportive team environment
• 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 summarising their skills, relevant experience and what they can bring to the role.

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. 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.