Triage and allocate all incoming complaints and notifications to case officers Melbourne CBD location with flexible hybrid working arrangements Fixed-term, full-time to April 2026, VPS1 $109,730 - $121,247 super Applications close 11:59pm, 7th February 2025 Our organisation IBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and police misconduct. Our vision is a public sector and police that acts with integrity for all Victorians. Our team: People who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues. IBAC's values are incorporated in professional skills and behaviours for the position. We Lead by example, Act Impartially, Work Together, Behave with Respect, Strive for Excellence. Your role: We have an opportunity for an individual to join our Complaints and Assessment Services Unit as a Triage Coordinator on a fixed-term, full-time basis till April 2026 (parental leave backfill). Reporting to the Manager, Engagement and Early Resolution, the Triage Coordinator will provide guidance, technical expertise and coordination of all incoming complaints and notifications to support the efficient assessment of all cases by triaging and allocating all cases registered as quickly and as accurately as possible. The role will also provide day to day coordination of the administrative support provided by team members in related support roles within the team. Duties include: Coordinating the triage and allocations of complaints and notifications across the Complaints and Assessment Services Unit, as appropriate. Continuously seeking to improve the Complaints and Assessment Services unit's policy and procedures regarding how enquiries are received, assessed and responded to ensuring quality and efficiency. Coordinating the workflow reporting. Analysing all types and cases and complaints of all levels of complexity and materials to ensure the case is assessed by the most appropriate team and case officers. Escalating risk cases or cases for strategic focus with Managers and Director to ensure they are proactively managed and assessed. Supporting and mentoring team members in developing individuals, where required. Providing guidance and technical knowledge in responding to complex complaints and reviews where required in the context of the role and the coordination of the support roles within the team. Assisting with the collation and circulation of monthly status reports to the team and senior management on performance against service delivery targets and objectives. Escalating or acting on reports generated to the Managers and Director, Complaints and Assessment Services. Additional duties are set out in the position description Our requirements / Your skill set: We are looking for candidates with the below experience and capabilities: Experience in using case management and complaints management / handling systems. Significant experience in responding to government enquiries Experience working in a dynamic working environment with the ability to respond to competing demands flexibly. Relevant tertiary qualifications and/or significant experience in administrative law processes. High level critical thinking and communication skills (verbal and written) Apply now: All applications should include: a resume (no longer than 5 typed pages) a cover letter that addresses the following points: a summary of your experience working in regulatory or compliance sectors; a summary of your experience in coordinating the workflow of complaints or other similar processes; and a summary of your experience in mentoring or coaching other staff. responses to the administrative screening questions within the application process PDF documents are preferred. For further information regarding the role, please contact Bruce Rego - Manager, Engagement and Early Resolution. Contact details can be found on the IBAC Careers webpage . 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 informatio n
