Job description
Agency Department of Children and Families Work unit Quality Assurance and Improvement - Complaints Resolution
Job title Assistant Complaints Officer Designation Administrative Officer 4
Job type Full time Duration Ongoing commencing 31/08/2026
Salary $77,344 - $88,179 Location Darwin
Position number 1853 RTF 353057 Closing 06/08/2026
Contact officer Hayley Palazzi on 08 8999 2610 or [email protected]
About the agency https://families.nt.gov.au/
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=353057
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
Under the direction of the Manager Complaints Resolution, assist in receiving, recording, coordination, investigation and
resolution of complaints as they relate to the Department of Children and Families.
Key duties and responsibilities
1. Triage, investigate, record and resolve a range of complaints in accordance with Department policy and procedures,
including matters referred by external agencies.
2. Record, input and maintain appropriate professional records in a highly controlled and confidential environment.
3. Provide timely advice to staff to assist in managing and resolving complaints effectively.
4. Assist in the preparation of statistical data on complaints to identify trends or issues.
5. Provide excellent customer service to internal and external clients and stakeholders.
6. Other duties as directed and required.
Selection criteria
Essential
1. Well-developed verbal and written communication skills, with the ability to provide professional, client-focused service
and build productive relationships with internal and external stakeholders.
2. Ability to manage complaints and sensitive matters with professionalism and discretion, maintain accurate confidential
records, and liaise effectively with staff and managers in a controlled environment.
3. Experience in collecting, monitoring and reporting key data to support informed decision making and high-quality service
delivery.
4. Demonstrated research and analytical skills, with the ability to prioritise tasks, manage competing deadlines and meet
client needs.
5. Proven commitment to ethical practice, accountability, respect, impartiality and diversity in line with the NTPS Code of
Conduct.
Desirable
1. Knowledge of the Care and Protection of Children Act 2007, Children’s Commissioner Act 2013, Coroners Act 1993 and
other relevant legalisation and regulations.
Further information
The preferred or recommended applicant will be required to hold a current Working with Children Clearance notice and
undergo a criminal history check. A criminal history will not exclude an applicant from this position unless it is a relevant
criminal history.
