About the National Student Ombudsman The National Student Ombudsman (NSO) is the primary escalation complaints body for higher education students enrolled at a TEQSA-registered provider. Independent and impartial, the NSO handles complaints about the administrative actions of higher education providers in relation to their students, where students are not satisfied with their provider's response to a complaint. The NSO assists students where a provider's action has been unfair or unreasonable, and the NSO is responsible for complaints about: Administrative actions of higher education providers such as policies and processes, course/HELP administration and reasonable adjustments for students. Student safety and welfare, including gender-based violence and other forms of sexual violence. The NSO uses a trauma-informed approach to complaint handling and offers restorative engagement where appropriate. The NSO is organised into five teams which include Complaints, Investigations, Conciliation and Restorative Engagement, Strategic Investigations, and Outreach & Education. For more information the NSO and what we do, please visit our website . About the Strategic Investigations team The Strategic Investigations team within the NSO conducts investigations and inquiries into serious and systemic issues in administrative practices identified within the higher education sector. The focus of these investigations and associated investigation reports is to influence systemic improvement. This includes investigations commenced on the Ombudsman's 'own initiative' which are not directly tied to a single complaint. The Strategic Investigations team plays an important role in identifying key areas for sector reform and informing the Ombudsman to support him to make recommendations and report on the results of investigations. The team also monitors and assesses provider implementation of recommendations and suggestions and works with the other four teams in the NSO to identify emerging trends and systemic issues in new complaints received. Our ideal candidate: Our ideal candidate is someone who has strong knowledge/experience in: applying strong analytical and problem-solving skills in an investigations or government program review context, including the ability to identify emerging issues and trends, analyse data and reports and to develop practical options/recommendations to address identified issues using strong writing skills to develop complex reports with a multi-audience user focus, such as investigation reports or other government program review-based reports, and the ability to prepare timely and accurate written advice, submissions and briefings trauma informed principles and the ability to apply them in your day-to-day work And someone who has: strong leadership and mentoring experience, including the ability to manage a geographically dispersed team and provide constructive feedback to staff strong interpersonal skills, including the ability to develop and manage a range of stakeholder relationships strong organisational and time-management skills professional judgement and sound decision-making, including under-pressure the ability to lead staff through change The key duties of the position include This role provides an exciting opportunity for a leader to oversee strategic investigations into complex topics within the higher education sector and prepare investigation reports that improve and reform higher education administration. The establishment of the NSO formed a part of the Action Plan to address gender-based violence in higher education, and the Assistant Director role will play a key part in identifying and leading own motion investigations into gender-based violence related matters. Duties are to be performed under broad direction of your supervisor and in accordance with the APS Code of Conduct, upholding the APS Values and upholding the office values of independence, impartiality, integrity, accessibility, and professionalism. Responsibilities and duties will be performed in line with APS Work Level standards for the classification and function of each position. The responsibilities for the Assistant Director, Strategic Investigations role include but are not limited to: Leading own motion investigations and other projects as required. This includes managing of an investigations team to analyse information obtained through complaints, investigations, stakeholder engagement and other avenues and develop considered and persuasive approaches to influence individual outcomes and/or improvement in public administration Overseeing the monitoring, assessing, and reporting on higher education provider implementation of the NSO's external recommendations and suggestions Producing accurate and evidence-based reports that clearly communicate our findings on key issues, and highlights areas for reform in the higher education sector Leading development of internal guidance materials to support the NSO's own motion investigation's function including briefings, reports, submissions, guidelines, general communication, presentation materials and online content, and materials where required to support the broader branch. Developing and delivering staff training across the Office on conducting own motion investigations and making recommendations, suggestions and comments, and Leading the building and maintaining of internal and external stakeholder relationships including leading in meetings, conferences, outreach and other engagement activities.
