About the role: 

The Senior Resolutions Officer reports to the Manager, Resolutions and manages a wide range of health complaints including the most complex complaints about Victorian health service providers. Responsibilities include achieving timely, effective and least formal resolution and supporting less experienced staff through guidance, advice and coaching. In dealing with complaints, Senior Resolutions Officers liaise with consumers of health services as well as with health service providers, make enquiries, identify and assess the best options for complaint resolution and may use alternative dispute resolution techniques, including conciliation.

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. 

The Health Complaints Commissioner (HCC) is an independent statutory officer whose role is established under the Health Complaints Act 2016. HCC staff are employees of the Department of Health, (the Department) who report directly or indirectly to the Commissioner.

The HCC supports safe and ethical healthcare in Victoria by resolving complaints about health services and conducting investigations into healthcare providers who pose a serious risk to the health, safety or welfare of the public. The HCC has broad regulatory powers which include significant powers with respect to non-registered health service providers and investigation of contraventions of the Code of Conduct. The Commissioner also administers the Health Records Act 2001 which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information.

About you:

Qualifications/Specialist expertise

• A tertiary qualification in related field is highly desirable.
• Mediator accreditation (or working towards) is required.
• Demonstrated knowledge and experience managing complaints and dispute resolution is expected.
• Knowledge and understanding of the Victorian health system and best practice in complaints resolution, as well as knowledge of the Health Complaints Act 2016 and the Health Records Act 2001 would be an advantage.

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.

If you have any queries in relation to recruitment processes at Health, or experience any issues in applying, please feel free to email talentacquisition@health.vic.gov.au. Please note that unsolicited applications will not be replied to. If you have questions regarding the role specifically, we would advise you to reach out to the contact listed on the advertisement directly.  

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.