This role coordinates the Executive Services team to respond to confidential and sensitive matters, providing high quality advice, support, and coordination to the regional executive and management teams.

The role of the Principal Advisor manages the regional coordination and response to complaints, Ministerial correspondence and executive requests in accordance with policy, procedure and practice.

Job details

As a Principal Advisor, you will:

• Oversee and coordinate the ministerial correspondence and executive requests between the region and other departmental units, providing quality assurance and compliance with relevant departmental guidelines.
• Lead the Executive Service team who manage correspondence and complaints about the decisions and functions of the department and funded services, in a culturally responsive and child centered way.
• Coordinate the management of the department's complaint feedback and correspondence mailboxes through triaging, allocating and performing work tasks
• Receive and document expressions of concern, enquiries and feedback, assess and evaluate how best to respond to and manage the information; and proactively identify and mitigate any possible risk factors.
• Undertake timely complaint investigations and reviews, which incorporate well-developed analysis and informative, solution focused findings and recommendations.
• Provide high level support to the Regional Executive Leadership Team in planning, development and coordination of communications and correspondence on their behalf.
• Collaborate and cultivate meaningful working relationships with departmental colleagues and specialist practitioners to obtain relevant advice and ensure timely resolution of complaints and matters referred for action.
• Develop and maintain information systems, guidelines, rules, procedures, resources, and tools to support timely and efficient responses.
• Perform ad hoc duties consistent with the responsibilities of the role, as directed by the line manager or their delegate.
• Enhance the local regional community by actively practicing and promoting excellence in service delivery and public administration and identifying opportunities for improving regional client service.
• Lead the timely and accurate provision of complex and sensitive information for stakeholders, and monitoring and compliance bodies.
• Review draft correspondence and responses to complaints and internal reviews and provide guidance, support and quality assurance of the team's work.
• Oversee and manage the team's human resources, including the provision of effective supervision and development of staff to deliver on team functions.
• Promote a culture of continuous improvement and high-quality complaint service provision across the department by providing skill development on complaints management processes to statewide complaints staff.
• Manage and oversee critical incident reporting processes, ensuring timely and accurate reporting to relevant stakeholders and compliance with departmental policies and procedures.
• Act as the primary point of contact for media matters within the region in consultation with Manager and Regional Executive Leadership Team, providing advice and support to ensure accurate and consistent messaging aligned with departmental communication strategies.
• Oversee the reporting and management of missing young people, ensuring appropriate escalation, coordination with relevant agencies, and adherence to departmental protocols.
• Oversee the management of Right to Information (RTI) requests, ensuring timely and accurate responses in accordance with legislative requirements and departmental guidelines.
• Coordinate and manage Commission of Inquiry (COI) notices and processes, ensuring timely responses and adherence to required timeframes for incoming requests.

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.

• 681824 26 - Role Description (Word, 738KB)
  
  
  681824 26 - Candidate-Info-Pack (Word, 174KB)