Senior Resolution Officer

The Senior Conciliation and Resolution Officer is responsible for undertaking conciliation and resolution of health complaints using a range of resolution strategies and in accordance with the Health Ombudsman Act 2013 (the Act).

This role is split across two sub teams and the caseload of conciliation and local resolution cases will vary depending on need.

In addition to managing their own caseload, the Senior Conciliation and Resolution Officer mentors staff and undertakes extensive liaison with internal and external stakeholders to facilitate an understanding of the conciliation and local resolution process and ensure that a resolution focus is maintained utilising a person centred, trauma informed and culturally capable approach.

Roles & Responsibilities

• Utilise a wide range of resolution skills to facilitate the resolution of health care service complaints via conciliation or local resolution in compliance with the OHO's policies, procedures and legislative requirements as set out in the Act.
• Use a wide range of resolution strategies, including organising and conducting pre-conference meetings and joint conciliation conferences to resolve complaints.
• In conciliation matters, legislative requirements include, but are not limited to, ensuring that confidentiality and privilege are maintained, adhering to the obligation to inform the Health Ombudsman if a public interest issue arises and the accompanying requirement to explain to the parties that conciliation may be ended or suspended should this occur.
• Provide expert advice about the conciliation and local resolution process to complainants, health providers and OHO staff to ensure effectiveness and efficiency in resolving health service complaints.
• Utilise professional standards, codes of conduct and other formal guidelines to support the resolution of complaints.
• Mentor staff to develop an evidence-based, accessible local resolution and conciliation practice, ensuring a resolution focused, person-centred, trauma informed and culturally capable approach.
• Contribute to the continuous development of policies, procedures and quality assurance processes to ensure the conciliation and local resolution processes are effective and efficient.
  
  
  

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.

• Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
• Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
• Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
• All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.
• APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button***
  
  
  

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Occupational group Health - Health Service Support