Complaints and Engagement Support Officer

Agency Attorney General’s Department Work unit Office of the Children’s Commissioner

Job title Complaints and Engagement Support Officer Designation Administrative Officer 5

Job type Full time Duration Fixed for 2 years

Salary $90,946 - $95,468 Location Darwin

Position number 32041 RTF 350967 Closing 07/07/2026

Contact officer Sophie McKay on 08 8999 6011 or ***email_hidden***

About the agency www.occ.nt.gov.au

Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=350967

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF

YOUR TERTIARY QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates

people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment

process or job, please discuss this with the contact officer. For more information about applying for this position and the

merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures

plans, go to the OCPE website.

Primary objective

Support the administration functions of the Office of the Children’s Commissioner. Engage with stakeholders to promote

awareness and understanding of the role of the Children’s Commissioner and matters impacting the safety and wellbeing of

vulnerable children in the Northern Territory.

Context statement

The suitable candidate will be committed to achieving the objectives and responsibilities of Children’s Commissioner in

accordance with the Children’s Commissioner Act 2013 (the Act). They will possess the necessary values and qualities to work

in an organisation that promotes child rights.

Key duties and responsibilities

1. Clearly communicate the role and function of the Children’s Commissioner to children and young people and broader

stakeholders.

2. Receive, assess, triage and manage complaints in line with the Act.

3. Provide high level administrative support to the Monitoring & Investigations team such as drafting correspondence,

calendar and inbox management, maintenance of registers and databases, and appropriate records management.

4. Provide secretariat support to the Monitoring & Investigations team by recording of meeting minutes and actions,

collating and distributing correspondence and papers for review.

5. Ensure compliance with and assist in the development of policies, procedures, standards and guidelines.

6. Provide support for other office functions including community engagement, engaging with vulnerable young people and

associated administrative tasks as directed.

Selection criteria

Essential

1. Demonstrated experience in a complaint handling or similar role requiring composure under pressure and the ability to

use empathy and discretion, especially when engaging with children and young people or members of the public

contacting the OCC to discuss distressing matters.

2. Strong interpersonal, written and verbal communication skills including a commitment to high personal work standards.

3. Demonstrated experience in the use of computerised systems and databases.

4. High-level organisational skills with the ability to work independently, plan and prioritise work, use initiative to manage

multiple tasks in order to meet deadlines, and utilise resources efficiently.

5. Demonstrated ability to communicate and engage with vulnerable children and young people, in particular Aboriginal and

Torres Strait Islander children and young people and their families, and people of diverse cultures and lived experiences.

6. Accurately analyse information and apply legislation to complaint scenarios and ability to draft related correspondence.

7. Demonstrated work ethic and attitude which reflects a commitment to child rights and OCC values.

Further information

The preferred or recommended applicant will be required to undergo a criminal history check if the position is considered

to be child-related employment under the Working with Children Guidelines. A criminal history will not exclude an applicant

from this position unless it is a relevant criminal history. The Office of the Children’s Commissioner NT has a Smoke Free

Policy. Staff are not permitted to smoke anywhere on departmental premises, facilities or vehicles, nor whilst working off-

site.