Your contribution The Senior Advisor will contribute to the functional area responsible for Enquiries and Assistance within Disability Services. The role will assist the Manager and the department to achieve its vision through a performance driven and customer focused culture that delivers results, whilst displaying the core public sector values of customers first; ideas into action; unleash potential; be courageous; and empower people. The role will suit a client focused individual with experience in assessing and managing customer enquiries and complaints about issues relating to the Disability Services portfolio in accordance with the department's Complaints Policy. You will have the ability to analyse and understand risk in a range of environments and the ability to support complaints management by supporting the provision of education and advice and identifying and successfully actioning non-compliance. You will have a proven track record as an agent of change at your level in challenging environments and in fostering a confident and capable workforce. Your responsibilities The Senior Advisor key responsibilities are: Contribute to, maintain and support a culture that: welcomes complaints and enquiries from the department's customers, their families, advocates and the general community, including people with disability, their families and carers upholds the rights of customers involved in the department's systems values and strives for best practice and continuous improvement in dealing with complaints and enquiries. Review, assess and manage complaints received by the department and the Minister about matters relating to disability services and provide advice and make recommendations to management identifying evidence-based opportunities for continuous improvement and quality individual and systemic outcomes for the department and its customers. Prepare reports, briefs, letters and other documents including Ministerial correspondence. Liaise and communicate with the department's customers about complaints and enquiries relating to disability services and provide authoritative advice back to customers. Assess and manage complaints and enquiries about the application of the Guide, Hearing and Assistance Dogs Act 2009. Research legislative and administrative issues, provide high quality advice to management issues about matters relating to the Disability Services portfolio, complaints management, appeals and Ombudsman enquiries and assist with the drafting of policies, procedures, guidelines and information sheets. Contribute to a culture which welcomes complaints and enquires from all stakeholders, including people with disability, their family and carers, and upholds the principles of the department and natural justice. Build and sustain positive relationships through effective communication with team members, clients and stakeholders in the disability sector, including the National Disability Insurance Agency and private sector entities by being responsive to client and stakeholder needs and expectations. Conduct investigation of matters under Part 6A of the Disability Services Act 2006, s106 of the Forensic Disability Act 2011, and s76 of the Guide, Hearing and Assistance Dogs Act 2009. Contribute to building and maintaining the culture of the work area to support the vision and values of the department and to achieve agency objectives. Ensuring accurate record keeping for complaints and enquiries and assist with providing complaints and enquiry data as required. Applications to remain current for 12 months.
