59035

Closes: 04 July 2025

Classification: Senior Officer Grade C
Salary: $125,344 - $134,527 plus superannuation
Position No: 59035
Directorate: Community Services
Advertised (Gazettal date): 20 June 2025
Contact Officer: Laura Jofre on Laura.Jofre@act.gov.au or (02) 6207 5294

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Details: The Complaints and Client Services (CCS) team within Clinical Services and Practice Assurance (CSPA) has a resolution focus to complaint management, in accordance with the Directorate’s complaints policy and the principles of procedural fairness. The team are responsible for the management of and response to complaints made about the service, inclusive of Human Rights Commission responses and conciliation processes. Complaints managed by this team can be received from several parties, seeking a resolution for children, young people, parents, carers, families, and organisations.

The role of Complaints and Client Services Officer receives and triages complaint calls, emails and requests for child protection decision review, investigates complaints, prepares reports and responses, contributes to the collection of complaints data, maintains collaborative stakeholder engagement, and contributes to a collaborative learning environment across CYF about complaint processes.

The role may undertake project work, provide secretariat support, and conduct research and analysis, as required.

Community Services Directorate (CSD) is an inclusive employer where all people are respected and valued for their contribution. We strongly encourage and welcome applications from Aboriginal and/or Torres Strait Islander people, People with Disability, people from culturally and linguistically diverse backgrounds, veterans, mature age workers and lesbian, gay, bisexual, transgender, intersex and queer (LGBTIQ) people.

Eligibility/Other Requirements:

• Relevant tertiary qualifications in Social Work, Psychology, Education or an allied health position (speech therapist, occupational therapist) are desirable but not essential.
• Qualifications in Mediation and Government Investigations (Certificate IV) are desirable.
• Demonstrated experience and understanding of the ACT child and youth protection system is highly desirable.
• This position requires a Working with Vulnerable People Check. For further information on Working with Vulnerable People registration refer to - Apply for or renew a WWVP registration - Access Canberra
• As this role is likely to work with Aboriginal and Torres Strait Islander families and young people, cultural awareness, and capacity to work with Aboriginal and Torres Strait Islander people is highly desirable.
• Prior to commencement, the successful candidate will be required to undergo a pre-employment National Police Check.
• Driver’s license (C class) is essential.

Note: This is a temporary position available immediately for a period of 12 months with the possibility of permanency. Selection may be based on application and referee reports only. A merit pool or merit list may be established from this selection process and will be used to fill vacancies over the next 12 months.

How to Apply: Applicants should submit a statement of no more than two pages demonstrating how their Experience, Skills and Knowledge will enable them to undertake the role in relation to the ‘What You Require’ capabilities listed on the Position Description. Please also submit a current curriculum vitae and the contact details of two referees with a thorough knowledge of your work performance. Please ensure that one of the referees is your current or immediate past supervisor.

Applications should be submitted via the Apply Now button below.

Important Information for Applicants

Effective from 1 July 2025, as part of the ACT Public Sector (ACTPS) 2025 Change Implementation Program, the ACT Health Directorate and the Community Services Directorate will amalgamate to form the new Health and Community Services Directorate. In addition, positions in the Digital Services Division in the Health Directorate will join the new Digital Canberra (DC) directorate. Further information about the Changes Implementation Program is available in the ACTPS 2025 Taskforce Report - Open Government Information.

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Note

This is a temporary position available immediately for a period of 12 months with the possibility of permanency.