The Principal Advisor will contribute to the functional area responsible for Enquiries and Assistance within Disability Services. The role will provide high quality advice and support to the Manager and the team.

The position requires a person who will take personal responsibility for serving the government of the day and meeting the needs of the people and communities of Queensland. As a member of the team, you will work towards a system of world class service delivery and public sector management.

The role will suit a client focused individual with experience in working within a regulatory, compliance or complaints management setting that benefits vulnerable members of the community.

Please refer to role profile for full details.

Job details

As Principal Advisor you will:

• Contribute to the implementation of operational processes that maintain and support a culture that:
• welcomes complaints and enquiries from clients, their families, advocates and the general community
• upholds the rights of stakeholders involved in the department's systems
• values and strives for best practice and continuous improvement in dealing with complaints.
• Review, assess, allocate and manage complaints and enquiries received by the department and make recommendations to management identifying evidence-based opportunities for continuous improvement and quality individual and systemic outcomes for departmental clients.
• Demonstrate a commitment to high quality customer service and identity opportunities for service improvement where appropriate.
• Liaise and communicate with members of the public about disability related complaints and enquiries and provide authoritative advice to clients about their concerns.
• Assess and manage complaints and enquiries about the application of the Guide, Hearing and Assistance Dogs Act 2009.
• Research legislative and administrative issues, provide high quality advice to management on policy and operational issues about complaints management.
• Build and sustain positive relationships through effective communication with team members, clients and stakeholders including the National Disability Insurance Agency and private sector entities by being responsive to client and stakeholder needs and expectations.
• Conduct investigation of matters under Part 6A of the Disability Services Act 2006, s106 of the Forensic Disability Act 2011, and s76 of the Guide, Hearing and Assistance Dogs Act 2009.
• Contribute to building and maintaining the culture of the work area to support the vision and values of the department and to achieve agency objectives.
• Support the Manager by supervising and mentoring other team members, contribute to the workload management of the team and quality assure the work of team members as required.
• Support the Manager by ensuring team processes comply with the requirements under the Information Privacy Act 2009 and Human Rights Act 2019.
• Contribute to the reporting requirements of the team by ensuring accurate record keeping and providing complaints and enquiry data as required.
• Prepare reports, briefs, letters and other documents including Ministerial correspondence.

This role will require a person that demonstrates consistent and high-quality decision‑making in often complex assessments. The person will need to demonstrate skills in research, analysis and writing, and engagement with people with disability and their families, service providers and strategic partners both within and external to the department.

Applications to remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 658291-25-AO7 candidate-info-pack (Word, 416KB)
  
  
  658291-25-Role Profile (Word, 753KB)