Reporting to the Manager Assets and Review, the role will be responsible for receiving and responding to complex enquiries, complaints and notifications relating to Victorian public sector agencies, including police.

Duties include:

• Providing guidance to Assessment & Review Officers in making recommendations for further action based on IBAC's policies, procedures, guidelines and relevant legislation.
• Acting as the specialist point of contact for complainants who demonstrate complex and/or challenging needs.
• Applying specialist knowledge to provide accurate and consistent procedural and practical guidance and advice to complainants in response to their communications with IBAC.
• Developing complainant management plans.
• Generating reports on issues and developing trends with recommendations for actions or further follow up.

We are looking for candidates with the below experience and capabilities:

• Experience in case management and complex complaints management
• Significant experience in responding to complex complaints and enquiries and dealing with legislation
• Relevant tertiary qualifications and/or significant experience in complex complaint management

Apply now:

Your application is a two-step process. You are unable to save partial applications.

Submit your application making sure you include:

• a cover letter
• a resume no longer than 5 typed pages (in Word format)
• responses to the screening questions within the application process

Mandatory Vaccination Policy:

IBAC is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees consistent with IBAC's obligations under the Occupational Health and Safety Act 2004 (Vic). Therefore, there is a requirement that all IBAC employees have an up-to-date vaccination status against COVID-19 (three doses of a COVID-19 vaccine) in order to undertake duties outside of their homes.

At interview stage you will be required to confirm your current vaccination status. Prior to receiving an offer of employment with the department, you will need to provide evidence that you are vaccinated against COVID-19 with three doses of a COVID-19 vaccine.

Upon Prior to commencement of employment with IBAC you will be required to provide evidence that you have an up-to-date vaccination status (three doses of a COVID-19 vaccine).

Acceptable evidence includes:

• COVID-19 digital certificate or ATAGI exemption certificate (available via your myGov account)
• Your immunisation history statement (available via your myGov account)

Other documentation outside the above will not be accepted as evidence of having received your COVID-19 vaccine doses.

We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.

Visit: www.ibac.vic.gov.au for more information.