As the Senior Advisor, your primary role will be to provide strategic oversight and coordination of statewide Disability Services Accommodation Support (DSAS) complaints management. You will ensure complaints are addressed promptly, consistently, and in alignment with departmental policies, procedures, and legislative requirements, including NDIS Complaints Standards. In addition, you will provide high-level executive support to your Line Manager and the Manager on service delivery performance and operational governance across DSAS.

You will bring high level experience in complaints management, governance, and stakeholder engagement, with a proven ability to coordinate responses to complex or high priority issues. You will act as the central point of contact for DSAS complaints, liaising with internal and external stakeholders to facilitate effective communication and resolution.

Job details

Your responsibilities

As a Senior Advisor you will:

• Provide strategic oversight and management of DSAS statewide complaints, ensuring they are addressed in a timely, consistent, and effective manner in line with departmental policies, procedures, and legislative requirements and NDIS Complaints Standards.
• Act as the central point of contact for DSAS complaints, coordinating responses from service areas, liaising with internal and external stakeholders to ensure effective communication and resolution, and managing whole of DSAS responses to complex or high-priority complaints.
• Utilise Resolve complaint management system to track, manage, and report on complaints, ensuring accurate and up-to-date records. Analyse complaints data to identify trends, systemic issues, and risks, and provide evidence-based recommendation for service improvement to the Executive Director and leadership team.
• Draft high-quality correspondence, briefing notes, reports, and concise dot points to support the Executive Director and Manager in decision-making and stakeholder engagement, ensuring accuracy, clarity and alignment with organisational standards.
• Collaborate with internal and external stakeholders to support the development, coordination, and implementation of governance and reporting processes for DSAS related policy and program initiatives, ensuring alignment with organisational objectives and standards.
• Establish and maintain effective professional networks with key stakeholders including DSAS Service Area staff, the Office of the Deputy Director-General and other directorates and divisions, and key stakeholders.
• Conduct thorough research, investigations, and data analysis to identify trends, risks, and opportunities, and provide evidence-based advice and strategic recommendation to senior management and staff to support informed decision-making and continuous improvement in service delivery.
• Undertake other duties as required to support the Office of the Executive Director, including contributing to projects, initiatives, and operational priorities.

Your mandatory requirements

• National Disability Worker Screening Clearance is a mandatory requirement for this role. The successful applicant will be supported to obtain this if they do not have a valid clearance.
• People with lived experience of disability are strongly encouraged to apply.

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.

• 690242 26 - Role Description (Word, 213KB)