• Act as IBAC's first point of contact with the community
• Melbourne CBD with hybrid / flexible working arrangements
• Fixed Term until 03 February 2026, VPS3.1 $79,122 - $87,599 + super

Applications close 11:59pm, Wednesday 30^th April 2025

Our organisation

IBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and police misconduct.

Our vision is a public sector and police that acts with integrity for all Victorians.

Our team

People who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues.

IBAC's values are incorporated in professional skills and behaviours for the position.

We Lead by example, Act Impartially, Work Together, Behave with Respect, Strive for Excellence.

Your new role

We have an opportunity for an individual to join our Complaint and Assessment Services team as an Engagement and Early Resolution Officer on a full-time, fixed term basis. Reporting to the Manager, Engagement and Early Resolution, the role will act as one of the first points of contact from members of the public to IBAC, responding to enquiries and receiving verbal and written complaints. The role is also responsible for the assessment of low complexity complaints.

This role requires you to engage with complainants who are members of the Victorian community about sometimes difficult and sensitive issues during the complaint management process. The role will expose you to complaints about subject matters that may be trauma-related and sensitive in nature.

You will be managing a portfolio of cases where the complainant making the complaint has been impacted by traumatic incidents and can present with challenging and confrontational behaviours.

The Engagement and Early Resolution Officer will have excellent interpersonal skills and the ability to have courageous conversations and provide information about IBAC's role, jurisdiction and complaint outcomes in an accessible and empathetic way.

As the Engagement and Early Resolution Officer, you will have well developed skills in building resilience and the ability to manage your own wellbeing whilst being responsive to the needs of complainants who engage with IBAC.

The successful candidate will work within a team and work towards team and or unit goals. At IBAC, working collaboratively is key to our success.

Duties include:

• Receiving enquiries and complaints by telephone as well as in a written format, from members of the public and providing a high level of customer service in line with IBAC's service delivery charter.
• Assessing complaints to IBAC relating to corruption or serious misconduct by public officers and government bodies, including police personnel misconduct.
• Communicating difficult messages and having courageous and challenging conversations with a diverse range of stakeholders in an empathetic manner.
• Managing a portfolio of cases in an efficient matter and taking all necessary case management actions within expected timeframes, including collaborating with various internal and external stakeholders

Additional duties are set out in the position description. To view this, please visit the IBAC Careers webpage and click on the appropriate vacancy.

Our requirements / Your skill set

We are looking for candidates with the below experience and capabilities:

• Demonstrated excellent customer service experience and responding in a highly resilient manner to sensitive, complex, and challenging telephone enquiries and subject material.
• Demonstrated excellent communication, conflict management and interpersonal skills and the ability to provide high quality and accurate information when responding to queries from the Victorian community.
• Excellent organisational skills and the ability to work in a fast-paced and high-volume environment and excellent attention to detail are necessary, as information relating to enquiries, complaints and notifications must be managed, actioned and stored appropriately.
• Relevant tertiary qualifications and/or experience in case management including demonstrated experience in undertaking assessments under legislation and operating within defined policies and procedures.

Due to the requirement to attain a Negative Vetting 1 security clearance candidates must be an Australian citizen at the time of application.

Due to a conflict-of-interest IBAC is unable to accept applications for secondment from Victoria Police employees.

Apply now

All applications should include:

• a 1-page cover letter addressing the following questions:
  • A summary of your telephone-based customer service experience;
  • A summary of your experience in assessing complaints;
  • What value, skills or experience you would add to the team; and
  • How do you manage being exposed to complaints and enquiries that include trauma-related or other sensitive subject matter.
• a resume (no longer than 5 typed pages)
• responses to the administrative screening questions within the application process

For further information regarding the role, please contact Bruce Rego, Manager, Engagement and Early Resolution on (03) 8635 6259.

We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.

Visit: www.ibac.vic.gov.au for more information.