Advisor

Families, Seniors, Disability Services and Child Safety; Brisbane; On-site; AUD 65,000 - 85,000; Full time

Job summary

Families, Seniors, Disability Services and Child Safety – Brisbane QLD is seeking an Advisor to contribute to Enquiries and Assistance within Disability Services. You will provide high quality advice and support to the team and respond to clients according to the department's Complaints Policy.

You will use analytical and research skills to interpret guidelines, assess risk to people with disability, and contribute to governance and written materials.

Qualifications

• Experience in customer service delivery that benefits vulnerable members of the community.
• Strong analytical and research skills with ability to interpret and apply legislation and guidelines.
• Background in governance, stakeholder engagement and generating high quality written materials.

Responsibilities

• Contribute to the implementation of operational processes that maintain a culture welcoming concerns from clients, families, advocates and the community.
• Uphold the rights of stakeholders involved in the department's systems and pursue best practice and continuous improvement in dealing with complaints.
• Review, assess and manage concerns and enquiries and make evidence-based recommendations for outcomes.
• Liaise with clients about complaints and provide authoritative advice including NDIS concerns.
• Assess and manage complaints about the GHAD Act.
• Research legislative issues and advise on policy and procedures.
• Receive supervision and mentoring to foster a culture that welcomes complaints and enquiries.
• Contribute to reports on unit strategies and activities and advise management on investigation issues.

Skills

Customer service delivery

Analytical skills

Research skills

Legislation interpretation

Risk assessment

Governance experience

Stakeholder engagement

Written communication

Job description

Families, Seniors, Disability Services and Child Safety – Brisbane QLD

The Advisor will contribute to the functional area responsible for Enquiries and Assistance within Disability Services. The role will provide high quality advice and support to the team and will respond to clients in accordance with the FSDSCS Complaints Policy and Procedure.

The role will suite a client focused individual with experience in customer service delivery that benefits vulnerable members of the community.

You will have strong analytical and research skills; ability to interpret and apply legislation and guidelines; and assess risk to people with disability within the relevant legislative requirements. You will directly contribute to upholding the rights and safeguards of people with disability in Queensland.

You will also have experience and a background in governance, stakeholder engagement and generating high quality written materials.

As an Advisor you will:

• Contribute to the implementation of operational processes that maintain and support a culture that:
• welcomes concerns from clients, their families, advocates and the general community
• upholds the rights of stakeholders involved in the department's systems
• values and strives for best practice and continuous improvement in dealing with complaints.
• Review, assess and manage concerns and enquiries received by the department and make recommendations to management identifying evidence-based opportunities for continuous improvement and quality individual and systemic outcomes for the department and its clients.
• Liaise and communicate with the department's clients about complaints and provide authoritative advice to clients about their complaint matters including NDIS concerns.
• Assess and manage complaints and enquiries about the application of the GHAD Act.
• Research legislative and administrative issues, provide advice to management on policy and operational issues about complaints management, and contribute to the development of appropriate policies, procedures, guidelines and information sheets.
• Receive supervision and mentoring from senior staff regarding complaints management practices with a view to fostering and maintaining a culture and philosophy which welcomes complaints and enquires from all stakeholders, upholds the principles of the department and natural justice.
• Contribute to the preparation of quantitative and qualitative reports regarding unit strategies and activities and provide advice to management on a range of complaints and investigation issues.

Your ability to stay informed of current matters, analyse information, influence, problem solve, and co-ordinate workflow is essential to your success in this role.

Your mandatory requirements

• National Disability Worker Screening Clearance is a mandatory requirement for this role. The successful applicant will be supported to obtain this if they do not have a current clearance.

People with lived experience of disability are strongly encouraged to apply.

Applications to remain current for 12 months.