Assessments Adviser – Office of the Independent Assessor
This is a unique opportunity to contribute to AFCA’s commitment to fairness, transparency and accountability from within the Office of the Independent Assessor.
In this role, you will be primarily responsible for managing the Independent Assessor’s inbox, acting as a key first point of contact for incoming complaints and correspondence. This includes undertaking initial jurisdictional assessments, triaging matters that are within the Independent Assessor’s Terms of Reference, and responding to complainants’ enquiries in a clear, timely and professional manner.
You will also support the Office by drafting less complex assessments of complaints, applying sound judgement and principles of procedural fairness. Through this work, you will gain insight into themes and issues arising across AFCA’s service delivery and contribute to the consistent and efficient handling of service complaints.
Working in a small, collaborative team, you will gain exposure to a broad range of matters and build expertise in independent review and complaint handling within a dynamic and evolving function.
About the role
Reporting to the Manager, Independent Assessor, the Complaints and Investigation Specialist ( or as known at AFCA, Assessment Advisor) plays an important role in supporting the effective and efficient handling of complaints within the Office of the Independent Assessor.
In this role, you will:
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Manage the Independent Assessor’s inbox, including receiving, acknowledging and responding to escalated complaints about AFCA
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Review and assess complaint information to determine whether matters fall within the Independent Assessor’s jurisdiction
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Liaise with AFCA’s service complaints team and/or broader AFCA staff to clarify issues and support appropriate outcomes for complainants
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Independently draft high-quality, well-reasoned jurisdictional assessments and less complex complaint assessments in accordance with the Independent Assessor’s Terms of Reference
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Prepare clear, accurate and informative communications for internal and external stakeholders
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Maintain accurate records, including in AFCA’s case management system (CMS), to support the Office’s reporting obligations, and contribute to identifying trends and improvement opportunities
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Support the preparation of periodic reports and provide administrative support to the Independent Assessor and Manager as required
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Manage sensitive matters with professionalism and discretion, particularly where complaints relate to AFCA staff conduct.
This role requires strong organisational skills, critical thinking, sound judgement and attention to detail, with the ability to manage competing priorities and handle sensitive matters with care and professionalism.
This is a permanent role and can be based in either Melbourne or Sydney.
