Complex Case Advisor

At Melbourne Archdiocese Catholic Schools Ltd (MACS) we envision every student to be inspired and enabled to flourish and enrich the world. MACS is the largest Catholic school system in Australia. We own, govern and operate approximately 300 Catholic schools, employ over 16,000 staff and serve more than 112,000 students and their families in the Archdiocese of Melbourne. It is an exciting time to join MACS, where we are transforming to bring to life our recently launched strategic plan: MACS 2030: forming lives to enrich the world.



WHY WORK FOR US?




Professional development opportunities with a defined personalised annual budget

Access to flexible working arrangements, which include working from home arrangements

You will work in a tight-knit, supportive team to ensure you succeed in your role




Job Description

YOUR ROLE



This position will be part of the Child Safety and Risk Directorate within MACS and be responsible for the triage of complex cases submitted to the Complex Cases Team, management of complex cases, and management and response to complaints escalated to the Executive Director.



This position will also be responsible for reviewing and refining complaints management policy, assisting with quarterly reporting to the MACS Board, and projects for the purpose of building consistent complaints management activities across MACS. In carrying out this role, the Complex Case Advisor will demonstrate a commitment to the mission of Catholic education and promote strong, shared leadership, creativity, and innovative practice.



WHAT YOU WILL DO




Work with internal stakeholders and coordinate all internal communications, to assist in appropriate and consistent management of complex issues.

Review and refine MACS complaints management policies and Complaints and Complex Issues Management (CIM) framework for continuous improvement.

Collaborate with internal and external stakeholders to ensure consistent and effective complaint resolution.

Track, analyze, and report on complaint data to identify trends and areas for process enhancement.

Support capability development by building awareness and providing guidance on CIM policies across MACS.

Manage escalated and high-risk complaints, ensuring compliance with governance and regulatory requirements.



ABOUT YOU




A relevant tertiary qualification in a related discipline (e.g., Legal) and experience in complaints management or handling complex issues.

Strong understanding of the legal and regulatory framework applicable to schools in Victoria.

Experience in developing, applying, and refining complaints management policies, frameworks, and processes.

Excellent interpersonal and communication skills to work effectively with internal and external stakeholders.

Strong analytical and problem-solving abilities, with a commitment to procedural fairness and natural justice.

Ability to work autonomously and collaboratively, demonstrating integrity, respect, and excellence in line with Catholic education values.



HOW TO APPLY



Please refer to the position description for further details about the role and the Key Selection Criteria.



Click APPLY to submit your application. If you have any queries about this role, they can be directed to our HR team by email recruitment@macs.vic.edu.au



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