Disability Services Advisor: Client Advocacy & Complaints

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 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.