Utilise your Community Services expertise to provide support and advice to the Victims of Crime Financial Assistance Scheme An ongoing, full-time opportunity to work with a high-performing and passionate team in the Victorian Public Service VPS Grade 5: $113,022 - $136,747 plus superannuation. About the Business Unit: This is an exciting opportunity to deliver a major new initiative for victims of crime. The Financial Assistance Scheme (FAS) is a landmark reform that will replace the judicially based Victims of Crime Assistance Tribunal with an administrative scheme that prioritises the needs of victims and supports their recovery from violent crime. The FAS is highly anticipated by victims and stakeholders and represents a major leap forward in the Victorian Government's response to victims of crime. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022 the FAS will provide financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims' needs. It will acknowledge harm done and be trauma informed, inclusive and culturally safe About the Role: In this role you will be leading the management of the FAS complaints and feedback process Some of your duties will include: Leading the management of feedback and complaints submitted to the FAS. Analyse, investigate and measure all incoming feedback and complaints in a professional and impartial manner Developing and delivering the FAS's complaints handling practices, policies, and standards. The role of the FAS Senior Complaints and Feedback Advisor Managing the FAS Complaints Officers, supporting them in their professional development; providing guidance and managerial oversight of medium and high-risk complaints, and ensuring they have strategies in place to manage and prioritise their workload. To learn more about this role before applying, please read the attached position description. About You: As our ideal candidate, you will possess: Specialist experience in handling feedback and complaints within a resolution team, in an integrity or oversight context, or experience in a complaints, compliance, alternate dispute resolution or investigations role Authoritative understanding of effective methods and practices for feedback, continuous improvement and complaint management within a government or regulatory environment Understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault A professional understanding of the victim support system and/or criminal justice system Significant experience in the delivery of victim support services or similar services working with people affected by trauma. Qualifications/Requirements: A tertiary qualification in a relevant discipline such as social sciences, psychology, law, alternate dispute resolution or investigations is highly desirable How to Apply: Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats. The successful candidate will be required to undergo pre-employment checks which may include reference checks, national police checks and misconduct screening. Dependant on the role, other checks may include VicRoads checks, drivers licence checks, medical checks, Working with Children Checks, and Declaration of Private Interests (for executive and responsible officer roles). If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad. IMPORTANT INFORMATION: CHILD SAFE STATEMENT OF COMMITMENT: The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.
