Complaints Triage Support Officer

Department of Education; Perth; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible working arrangements

Generous leave entitlements

Professional development opportunities

Salary packaging

Public transport access

Parking nearby

Job summary

The Department of Education in Western Australia is seeking a Complaints Triage Support Officer for the Standards and Integrity Directorate. This permanent full-time role commences ASAP and focuses on handling complaints, logging and distributing enquiries, and ensuring timely resolution in line with policy.

You will liaise with schools, staff, parents and other stakeholders, collect data for reports, maintain case management records, and provide administrative support across the directorate

Qualifications

• Be Australian or New Zealand citizen, permanent resident or have valid visa with work rights for term of appointment.
• Consent to a Nationally Coordinated Criminal History Check and obtain a current Screening Clearance Number issued by the Department of Education’s Screening Unit before you start.
• Obtain or hold a current Working with Children Check.
• Complete a declaration prior to employment and annually thereafter disclosing any disciplinary findings, criminal charges or convictions, and ongoing conflicts of interest.
• Provide a statement from previous employer(s) with regard to any disciplinary findings

Responsibilities

• Provide technical advice and support to clients regarding the complaints process.
• Manage enquiries and complaints by logging, distributing and resolving in a timely manner, including escalation where appropriate.
• Respond to operational enquiries from schools and stakeholder groups and engage with employees, parents and other stakeholders as needed.
• Research and provide information relating to the management and use of case management systems, ensuring complaints are recorded, allocated, monitored and resolved per policy.
• Collate and input data and prepare reports related to the function of the Directorate.
• Liaise with stakeholders including the Corruption and Crime Commission, WA Police, Teacher Registration Board and Ombudsman of WA.

Job description

1d ago , from Western Australia Government

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 management systems, ensuring complaints and notifications are recorded, allocated, monitored and resolved in accordance with policies, procedures and relevant legislation. They will also manage the collation and input of data and prepare reports related to the functions of the Standards and Integrity Directorate. They will need to liaise with and establish effective relationships with various stakeholders, including the Corruption and Crime Commission, WA Police Force, Department of Communities, Teacher Registration Board of Western Australia and the Ombudsman of Western Australia.

The successful applicant will be expected to participate in and contribute to, the analysis of emerging trends and issues relating to the functions of the Standards and Integrity Directorate. They will additionally maintain, monitor and assist in budget preparation and reporting on expenditure. They will provide administrative support to the teams within the Standards and Integrity Directorate, including reviewing and recording correspondence, identifying high priority complaints, scanning documents, verifying records, creating hard-copy and electronic files, and compliance monitoring. They will also provide administrative support associated with recruitment processes.

Professional Benefits

We are conveniently located inEast Perthand our employees enjoy a range of benefits which include:

• Flexible working arrangements are genuinely considered to create healthy work life balance including; working from home and flexible working hours.
• Generous leave entitlements including annual, personal, long service and parental leave
• Professional development opportunities and study leave/assistance
• Access to salary packaging (in accordance with relevant industrial instruments)
• Enjoy easy access to public transport with the Claisebrook train station just a 5-minute walk away or, take advantage of the free Yellow Cat bus service that stops outside our building entrance. Additionally, various CPP parking locations are within walking distance.

Equity and Diversity

We are committed to an inclusive and culturally responsive workforce reflecting the diversity in our workplaces and the Western Australian community. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, young people, people of diverse sexualities and genders, people with disability, and people from culturally and linguistically diverse backgrounds.

Explore our Equity, Diversity and Inclusion Plan 2021-2025 for more details.

To work with us, you must:

• be an Australian or New Zealand citizen, permanent resident or have a valid visa with relevant work rights for the term of the appointment.
• consent to a Nationally Coordinated Criminal History Check and obtain a current Screening Clearance Number issued by the Department of Education’s Screening Unit before you start.
• obtain or hold a current Working with Children Check
• complete a declaration prior to employment and annually thereafter disclosing any disciplinary findings, criminal charges or convictions, and ongoing conflicts of interest
• provide a statement from previous employer/s with regard to any disciplinary findings

More information about employment eligibility can be found on our websiteand in the attached Job Description Form (JDF).

We are committed to building the leadership capability of our people (Building Leadership Impact).

Applicants assessed as suitable may be considered for similar vacancies that arise in our branch within the next 12 months. This includes circumstances where this position becomes subsequently vacant should the successful applicant decline or vacate the advertised position.

The Department applies a four (4) day breach period to this selection process.

Applications close:

4.30pm (AWST) on Tuesday, 27 October 2026