Government agencies touch and impact the lives of the people of NSW every day, and we are there to make sure those interactions are fair. Government is complex and people need to have confidence that someone is holding government agencies to account if their actions are unreasonable, wrong or unlawful.
We are that someone. We are the organisation that shines a light on serious wrong conduct in the delivery of government services. Our ultimate goal is that everyone receives the right services and fair treatment from the agencies we oversight.
Our scope is broad. We cover services for vulnerable families, including the delivery of community services funded by government; local councils; correctional and youth justice centres; education; environment protection and public transport – to name a few!
We work to help resolve problems at an individual level, as well as looking at the bigger picture to promote system improvements in public administration and in the delivery of community services. We are confident in the knowledge that our work will give voice to the individual and bring fairness and balance to how the government delivers to the public it serves.
We are committed to providing a range of career development opportunities. We aim to guide and help our people with the skills they need to lead our organisation and give the most impact to what they do.
The Senior Investigation & Resolution Officer (SIRO) manages complex complaints, resolves complaints through conciliation and other dispute resolution methodologies, and communicates with influence. The person in this role will be a strong people manager who supervises, mentors, and coaches their direct reports to build their capability and performance. The SIRO provides timely advice to senior and other relevant staff on trends, systemic issues, matters of concern, and common complaint themes.
The SIRO liaises with stakeholders, critically analyses agency responses to complaints, and monitors undertakings and recommendations stemming from investigations and complaint handling work. The SIRO produces high quality, complex investigation reports and complaint outcome documents. They may also contribute to the preparation of other reports and publications related to the work of the Ombudsman.
The NSW Ombudsman is an organisation that holds integrity, clarity and fairness in high-regard and so do you.
Employment at the NSW Ombudsman is subject to the satisfactory completion of security and related vetting including, in part, a criminal records check; signed understanding and acceptance of a range of policies; two statutory declarations relating to conflicts of interest, arrests, charges, convictions and a health declaration. Some roles may require a Working With Children Check.
The NSW Ombudsman promotes a diverse workforce that is representative of the communities we serve. We particularly encourage applications from Aboriginal people, people from culturally and linguistically diverse communities, LGBTIQ+ people and people of all genders, and people with disability. We support flexibility and all roles advertised on a full-time basis may be considered for part-time employment.
Additional Information is available at the following links:
Inquiries can be directed to Recruitment team via [email protected] using the subject line: Senior Investigation & Resolution Officer enquiry via EthicalJobs.
We provide adjustments including alternative formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternative formats) or have an enquiry about the support provided, please contact Jean on 02 9055 8376 or [email protected].
Applications for this role will take you to the employer’s site.