Senior Resolutions Officer (2 Positions)

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of Victorians into the future. We also lead the Victorian Government's response to the coronavirus (COVID-19) pandemic. Working with our partners, we oversee Victoria's health system including mental health, ageing and aged care and preventive health. 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. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTQI+ and people from culturally diverse backgrounds and differences to realise the potential of our employees for innovation and delivering services.

Job Details
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Department: Health Complaints Commissioner
Work Type: Ongoing - full time
Job Function: Regulatory, Governance and Compliance
Classification: VPSG5
Work Location: Melbourne - CBD
Reference: VG/DH/HCC/1748653
Closing Date: 27-Sep-2023
Salary Range: $105,479 - $127,621
Job Duration: Ongoing
Attachments: 20220527- HCC - VPS-5 - Senior Resolutions Officer (3).pdf (PDF, 136KB)
Job Specification

20220527- HCC - VPS-5 - Senior Resolutions Officer (3).docx (Word, 106KB)
Job Specification

Contact: Manny Greenwood

Position Details


The Senior Resolutions Officer manages a caseload of more complex complaints about Victorian health service providers with the aim of achieving timely and effective resolution. In dealing with complaints, Senior Resolutions Officers liaise with the consumers of health services as well as with health service providers, make enquiries to identify and assess options for complaint resolution and may use alternative dispute resolution techniques, including conciliation.

Are you

  • A skilled, enthusiastic individual who will fit into a small statutory, regulatory environment?
  • A team player who enjoys working collaboratively with others in the pursuit of team goals?
  • Interested in alternative dispute resolution and influencing quality in healthcare delivery?


  •  Effectively manage a caseload of complaints about health service providers 
  • Develop and maintain effective working relationships and ongoing communication with internal and external stakeholders.
  • Use the case management system to maintain accurate and timely records, in accordance with established performance standards and the department's records, information security and privacy policies.
  • As required, contribute to the HCC's engagement and education functions, including by preparing and delivering presentations and workshops.
  • Identify potential serious and/or systemic issues or trends arising out of complaints and recommend options for improvement as appropriate.
  • Provide support to the team manager, including by contributing to the development of more junior staff through informal mentoring and by assisting with the management of the team's workload in accordance with organisational priorities.
  • 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.

Mandatory Vaccination Policy

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its workers and clients. As it is an essential element of any role within the department that employees be able to attend work onsite and to do so safely, employees are required to be up-to-date with their vaccinations against COVID-19 as a condition of their employment. This requirement applies unless they have a medical condition which means they cannot be vaccinated against COVID -19. Therefore, the department will ask any prospective employee, who has been identified as the preferred candidate for a role within the department, to provide proof of their COVID-19 vaccination status prior to any offer of employment being made. If a prospective employee has a relevant medical condition which means they cannot be vaccinated against COVID-19, they should contact the department to discuss their individual circumstances.


Applicants are encouraged to apply online, submitting a cover letter and a current resume. For this position, you are not required to address each of the key selection criteria in a separate written document.

Preferred candidates will be required to complete pre-employment screening, including national police check and misconduct screening. Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

Victorian Public Sector employees and other JSE-eligible applicants will receive priority consideration for this role and are encouraged to apply directly via the Jobs & Skills Exchange (JSE).

For further information please visit the Department of Health. Click 'Apply Now' to submit your interest in this position.

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