About us The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes. The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state. The QFD is an organisation that is committed to reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through activities identified in the QFD Reframing the Relationship Plan, contributing to Closing the Gap outcomes and building our cultural capability. Purpose of the role The Relations and Standards branch strives to ensure QFD's workforce upholds the highest levels of professional and ethical standards as is expected of the Queensland Government and the community. It achieves this through several mechanisms, including managing workplace complaints, conducting high-level and complex disciplinary investigations, and proactively identifying and providing advice on conduct related matters. A program of work has been established to facilitate and oversee the implementation of the Complaints Management Review recommendations by December 2026. This program seeks to improve the department's approach to complaints handling and providing support to complainants, subject officers and those involved throughout the complaints management process. Reporting to the Director, you will plan and implement change management and communication strategies to support the effective delivery of the Complaints Management Review Implementation project to improve the department's approach to complaints handling and processes. You will work closely with the senior leaders, the program team and other key stakeholders leading the transition, ensuring the workforce is engaged, prepared and supported. You will demonstrate high-level project management skills to lead and guide the successful delivery of project initiatives and develop strategies and tools to coordinate activities and progress reporting, within agreed priorities and timeframes, aimed at enhancing QFD complaints management that meets departmental and legislative requirements. Key requirements Highly desirable requirements Previous experience as an organisational change practitioner/change consultant in a similar organisational environment. Relevant qualifications in project management and/or change management. Experience implementing recommendations from external reviews, audits or inquiries, including leading change and translation of these recommendations in a complex environment. A member of the Change Management Institute. Your key accountabilities Your part in the ongoing success of our department, in supporting frontline services will see you responsible for a variety of work, including, but not limited to: Provide leadership and manage the delivery of the CMRI project in alignment with QFD project and organisational change methodologies and governance frameworks. Provide independent strategic change management advice, communication strategies, submissions, briefs and transition plans to foster effective stakeholder engagement and deliver quality outcomes within defined project timetable. Develop project plans and tools aligned with program change deliverables, applying appropriate project management techniques, methodologies and tools, including benefits realization, governance, risk and issue management, to ensure quality project outcomes are delivered. Ensure best practice project management discipline is applied, including risk management, and/or evaluate options to resolve issues and mitigate risks to support the implementation of quality initiatives and outcomes. Develop and maintain strong working relationships and partnerships with internal and external stakeholders to provide strategic input and advice in facilitating the planning, evaluation and project delivery to ensure business objectives are achieved. Demonstrate exceptional communication and interpersonal skills to promote and deliver the successful adoption of change within QFD and foster relationships through lessons learned, feedback mechanisms and management of expectations. Manage risks and issues identification, assessment and mitigation activities by evaluating options to mitigate risks and resolve issues to support the implementation of quality initiatives and outcomes. Capabilities To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role: Leadership Competency Stream - Program Leader(leading teams and/or projects) Vision Stimulates ideas and innovation Leads change in complex environments Results Develops and mobilises talent Builds enduring relationships Accountability Fosters healthy and inclusive workplaces Demonstrates sound governance Once you join us we will want you to exemplify the QFD shared values: Respect Integrity Trust Courage Loyalty
