Manager Complaints Investigations and Compliance

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Manager Complaints Investigations and Compliance

Victorian Disability Worker Commission

Applications close Sunday 27 April 2025 at 11.59PM

Overview

Work type: Full timeSalary: $134,593 - $180,115Grade: VPSG6Occupation: Regulatory Governance and ComplianceLocation: CBDReference: VG/VDWC/567467

The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.

Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTIQA equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are disadvantaged and vulnerable.

We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.

We are committed to developing and supporting a workforce that is well equipped and highly motivated. All jobs can be worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse backgrounds and abilities. .

If you’re having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don’t hesitate to get in touch with the contact person listed on the ad.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

THE ROLE

Are you

• A confident leader with exceptional interpersonal skills who excels in building and developing high performing teams to deliver effective and impartial dispute resolution and investigatory outcomes?
• Experienced in leading complex and sensitive end to end complaint handling and investigation processes using a complaints/case management system, and providing recommendations for resolutions and compliance monitoring in accordance with legislated standards?
• Able to build, maintain and influence effective business relationships with a broad range of internal and external stakeholders to deliver strategic priorities?
• Able to analyse complaint and investigation data and trends, foster continuous improvement to produce authoritative reports for the Commissioner and the Board?
  
  

Reporting to the Director of Regulatory Operations, the Manager, Complaints, Investigations and Compliance leads and manages a team of investigation officers, intake, resolution, investigations and administrative staff to effectively manage the end-to-end complaint investigation and notification process about registered and unregistered Victorian disability workers in accordance with the Disability Service Safeguards Act 2018 (Vic). This role oversees and manages the day-to-day operational functions of the receipt, acknowledgement, assessment and investigation of notifications and complaints, and the providing recommendations to the Commissioner and the Board. The role is also responsible for representing these functions on behalf of the Commission and Board, including with internal and external stakeholders .

Accountabilities Include

• Manage the functions of the Complaints, Investigations and Compliance team to ensure timely and impartial delivery of investigations and complaint resolutions processes in accordance with legislative requirements and the Commission's guiding principles, using the case management system to manage team workloads.
• Oversee the provision of expert and authoritative advice relating to the complaints and investigations process, review of complex issues relating to quality and safety issues identified in complaints and ensure that findings and recommendations to the Board and Commission are authoritative, evidence based and reflect the requirements and principles of the Disability Service Safeguards Act.
• Oversee the investigation of notifications and complaints and make recommendations for resolution of complaint investigations including conciliation and prohibition to the Commissioner and the Disability Worker Registration Board of Victoria to support the execution of their legislated functions and powers.
  
  

How To Apply

Please open the position description to read more.

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permitor visa. Work eligibility will be checked as part of the recruitment process.

Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

Please apply to submit your interest in this position.

Applications close Sunday 27 April 2025 at 11.59PM

Posted 09 April 2025

Action

Key documents

2025-04-09 PD 567467 VPS6 Manager Complaints Investigations and Compliance.docx

FILE | 97.58 KB

Contact

Prue Elletson

prue.elletson@vdwc.vic.gov.au 0386334630

Other opportunities

4 jobs at Victorian Disability Worker Commission

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