Our workplace
The Office of the Public Guardian (OPG) is an independent statutory office established to protect the rights and interests of adults with impaired decision-making capacity, and children and young people in the child protection system and other visitable sites.
Join us as we protect, support, advocate, educate and empower, to build a Queensland where our most vulnerable community members can live with dignity.
Key responsibilities:
- Provide advice and support staff in handling complaints and escalation processes internally, including developing and delivery complaint handling training, and the tracking and timeliness of outcomes.
- Assess complex information, and provide advice to referrers of complaints, to identify potential complaints, misconduct, or breaches, ensuring thorough consideration of legal and ethical standards.
- Provide expert advice on relevant laws, policies, and procedures to ensure fair and transparent complaint handling.
- Act as an advocate for adult, children, and young people clients in the management of complaints by providing advice and ensuring a robust, transparent, and responsive complaints management system.
- Evaluate stakeholder responses to complaints in accordance with human rights and other relevant frameworks.
- Foster strong relationships with stakeholders for effective collaboration and quality outcomes.
- Maintain confidential complaint records, conduct audits, and analyse data to identify systemic issues.
- Promptly escalate systemic issues to the Manager with recommended actions.
- Respond to information requests from external agencies regarding complaints.
Qualifications and conditions:
Experience in government complaints experience will be highly regarded.
A mandatory condition of this role is a Working with Children Check clearance (Blue Card). If you do not already have one, OPG will guide you on how to apply.
Applications to remain current for 12 months.<space>This work is licensed under a Creative Commons Attribution 3.0 Australia License.
