Victims’ Rights Enquiries & Complaints Advisor

Victims of Crime Commission; Melbourne; On-site; AUD 101,000 - 114,000; Full time

Job summary

Victims of Crime Commission in Melbourne, Victoria, seeks an Enquiries and Complaints Officer to help victims raise concerns and find support. You will provide fair complaint reviews and clear advice, listen with respect to trauma, and coordinate investigations with public sector partners.

The role emphasizes independence, meticulous record-keeping, and collaboration within a multidisciplinary team to resolve concerns and improve services.

Qualifications

• Experience handling complaints or supporting investigations.
• Ability to explain rights and options in plain language.
• Experience researching concerns and supporting investigations.

Responsibilities

• Listen to victims of crime and respond with respectful advice.
• Assess complaints and explain rights, support options and next steps in plain language.
• Research concerns and support investigations into possible breaches of the Victims' Charter.
• Prepare accurate investigation plans, reports and letters, and keep case records up to date.
• Work with colleagues and public sector agencies to resolve concerns and improve services.

Skills

Complaint handling

Case management systems

Independent work

Team collaboration

Active listening

Judgement

Education

Relevant tertiary qualification

Tools

Case management software

Electronic document systems

Job description

Victims of Crime Commission in Melbourne, Victoria, seeks an Enquiries and Complaints Officer to help victims raise concerns and find support. You will provide fair complaint reviews and clear advice, listen with respect to trauma, and coordinate investigations with public sector partners.

The role emphasizes independence, meticulous record-keeping, and collaboration within a multidisciplinary team to resolve concerns and improve services.