Complaints Triage Support Officer

Department Of Education, Western Australia; Perth; On-site; AUD 70,000 - 90,000; Full time

Job summary

The Department of Education, Western Australia invites applications for a permanent full-time Complaints Triage Support Officer in East Perth. The role provides technical advice and supports clients through the complaints process, logging, distributing and resolving inquiries in a timely manner.

You will research and input data into case management systems, prepare reports, liaise with stakeholders including the Corruption and Crime Commission, WA Police Force, and others, and assist in budget

Qualifications

• Experience providing technical advice and support to clients regarding the complaints process.
• Ability to log, distribute and resolve complaints in a timely manner.
• Liaise with stakeholders including the Corruption and Crime Commission, WA Police Force, Department of Communities, Teacher Registration Board of WA and the Ombudsman of WA.

Responsibilities

• Research and provide information relating to the management and use of the case management systems, ensuring complaints and notifications are recorded, allocated, monitored and resolved.
• Manage the collation and input of data and prepare reports related to the functions of the Standards and Integrity Directorate.
• Liaise with and establish effective relationships with various stakeholders.
• Participate in and contribute to analysis of emerging trends and issues relating to the functions of the Standards and Integrity Directorate.
• Maintain, monitor and assist in budget preparation and reporting on expenditure.
• Provide administrative support to the teams within the Directorate, including reviewing and recording correspondence, scanning documents, verifying records, creating files, and compliance monitoring.

Skills

Technical advice

Customer support

Stakeholder liaison

Data management

Budget reporting

Administrative support

Job description

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 in East Perth and our employees enjoy a range of benefits which include:

• 12% employer contributed superannuation.
• 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.

Want to know more?

Full details of the role, selection criteria and training requirements are listed in the attached Job Description Form (JDF).

For more information about this opportunity, please contact Amanda Cann, Manager Assessments and Complaints on [phone] or by emailing

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 for more details.

Eligibility

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 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 and in the attached Job Description Form (JDF).

Advertised Vacancy Number: DOE1069369

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