Manager Complaints Investigations and Compliance

THE ROLE


Are you
A confident leader with exceptional interpersonal skills who excels in building and developing high performing teams to deliver effective and impartial dispute resolution and investigatory outcomes?
Experienced in leading complex and sensitive end to end complaint handling and investigation processes using a complaints/case management system, and providing recommendations for resolutions and compliance monitoring in accordance with legislated standards?
Able to build, maintain and influence effective business relationships with a broad range of internal and external stakeholders to deliver strategic priorities?
Able to analyse complaint and investigation data and trends, foster continuous improvement to produce authoritative reports for the Commissioner and the Board?
Reporting to the Director of Regulatory Operations, the Manager, Complaints, Investigations and Compliance leads and manages a team of investigation officers, intake, resolution, investigations and administrative staff to effectively manage the end-to-end complaint investigation and notification process about registered and unregistered Victorian disability workers in accordance with the Disability Service Safeguards Act 2018 (Vic). This role oversees and manages the day-to-day operational functions of the receipt, acknowledgement, assessment and investigation of notifications and complaints, and the providing recommendations to the Commissioner and the Board. The role is also responsible for representing these functions on behalf of the Commission and Board, including with internal and external stakeholders .

ACCOUNTABILITIES INCLUDE


Manage the functions of the Complaints, Investigations and Compliance team to ensure timely and impartial delivery of investigations and complaint resolutions processes in accordance with legislative requirements and the Commission's guiding principles, using the case management system to manage team workloads.
Oversee the provision of expert and authoritative advice relating to the complaints and investigations process, review of complex issues relating to quality and safety issues identified in complaints and ensure that findings and recommendations to the Board and Commission are authoritative, evidence based and reflect the requirements and principles of the Disability Service Safeguards Act.
Oversee the investigation of notifications and complaints and make recommendations for resolution of complaint investigations including conciliation and prohibition to the Commissioner and the Disability Worker Registration Board of Victoria to support the execution of their legislated functions and powers.
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HOW TO APPLY

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
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.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

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