The Assistant Ombudsman provides essential leadership within the Office, guiding teams to deliver on the organisation’s strategic priorities and statutory responsibilities. The role also carries operational delegations under the Ombudsman Act 2001. The Intake Team is the Office’s first point of contact for complainants and manages a high volume of matters. It is responsible for the initial triage and assessment of complaints, ensuring issues are directed appropriately and efficiently. The Assistant Ombudsman oversees this work and collaborates closely with the Assistant Ombudsman in the Investigation and Resolution Unit to support consistent, high‑quality decision‑making across the Office.

Job details

As the Assistant Ombudsman – Intake Team, you will:

• Contribute to the overall strategic direction and corporate performance of the Office as a member of the Senior Management Team.
• Lead and manage the Intake team of to ensure performance outputs are established, planned for, and communicated to staff.
• Monitor and report to the Deputy Ombudsman on team progress against target outputs and ensure those outputs are achieved.
• Manage complaint handling, assessments, and resolutions conducted by the team.
• Manage team resources to ensure timely and efficient resolution of complaints.
• Finalise matters within the limits of the power delegated by the Ombudsman and provide advice to the Deputy Ombudsman or the Ombudsman about the finalisation of matters.
• Develop recommendations for changes to policies, practices and decisions of agencies and negotiate the implementation of the changes with officers of those agencies.
• Prepare reports for the Ombudsman's consideration that relate to maladministration, corrupt conduct, public interest disclosures and human rights assessments and include recommendations for remedial action and other action by agencies to improve administrative practice where required.
• Provide professional, impartial and well-considered advice to the Ombudsman on bills, discussion papers and other material relating to proposed legislative and regulatory changes including consideration of likely impacts.
• Monitor and report on team performance to meet internal and external requirements.

You will be expected to:

• model exemplary standards of personal integrity and ethics and demonstrate the Office's values in all interactions internal and external to the Office.
• work collaboratively with other team members, participate in meetings and training programs, and actively monitor, review and assist with improvements to policy, procedure, process and administrative practice across The Office and stakeholder agencies
• provide support and guidance for a culturally inclusive and safe workplace, ensuring cultural identity and perspectives are valued
• adhere to the QO Code of Conduct and values; workplace health and safety legislation; confidentiality policies; all other relevant policies, directives and legislation
• meet personal performance expectations and standards
• undertake other duties as directed by relevant senior officers.

We will assess your suitability for this role by looking at what you have done previously – the knowledge, ability, skill and experience you have built, your potential for development and how this will benefit this Office.  

Further information

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

Documents

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

• Approved - Assistant Ombudsman - Intake (March 2026) (PDF, 477KB)
  Role Description
  
  Guidelines for applicants (PDF, 766KB)
  Information Package for Applicants