Complaints Triage Support Officer

This is a permanent full-time position commencing ASAP

The Standards and Integrity Directorate, within the Professional Standards and Conduct Division, is responsible for the assessment and management of complaints in accordance with the Complaints and Notifications Policy. The Directorate oversees investigations into staff disciplinary matters, conducts reviews into child deaths and serious incidents, and monitors compliance with Working with Children Check requirements for departmental employees.

The Directorate promotes a strong culture of integrity by providing education, training, and support that upholds high standards of conduct. It focuses on effective complaint resolution, child safety, and reducing the risk of serious misconduct, including fraud and corruption, by investigating allegations of staff conduct in line with the Public Sector Management Act 1994, the department’s Code of Conduct, and relevant policy frameworks and instructions from the Public Sector Commissioner.

The Role

Complaints Triage Support Officers provide technical advice and support to clients regarding the complaints process. They manage enquiries and complaints by logging, distributing and resolving complaints in a timely manner, including escalation of complaints where appropriate. They are expected to respond to operational enquiries from schools and stakeholder groups and engage with employees, parents and other stakeholders as needed.

In this role, the successful applicant will research and provide information relating to the management and use of the Standards and Integrity Directorate case …