The Principal Resolution Officer leads and coordinates the Local Resolution and Conciliation processes of health service complaints under Parts 6 and 11 of the Health Ombudsman Act 2013 (the Act) to ensure the activities of the Resolution team are conducted in compliance with the OHO's policies, procedures and legislative requirements set out in the Act.

Job details

In this role you will:

• Ensure efficient and effective delivery of high-quality resolution of complaints through local resolution and conciliation (the resolution processes) in line with organisation policies, procedures and legislation.
• Build and sustain both internal and external relationships to enable the collaborative delivery of resolution functions.
• Lead and coordinate ongoing performance, continuous improvement, and development of the resolution functions to ensure it supports the OHO to meet its strategic objectives and legislative requirements.
• Provide development, training, and guidance to the resolution team members in effective resolution skills, including leading conciliations.
• Provide support and supervision to the resolution team in managing health complaints through the resolution functions and provide feedback / coaching and mentoring staff, and generally support and professionally develop staff in their resolution of complaints, with the guidance/assistance of the Director.
• Provide high level advice and engage in consultation processes with Triage, Assessment, and Investigations to identify the most appropriate resolution strategies to support the OHO's strategic objectives.
• Develop, implement, and maintain policies and procedures to ensure resolution processes are in line with OHO's values and objectives, and with contemporary best practice and relevant standards, in conjunction with the Director and Executive Director of Assessment and Resolution, and the Health Ombudsman.
• Ensure quality assurance and improvement processes to ensure the resolution decision making system is effective and efficient. This includes person-centred workplace practices by ensuring written and verbal communications, sensitively and comprehensively explain the administration processes and resolution decisions and the reasons for them.

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.

• Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
• Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
• Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
• All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.

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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.

• OHO Candidate Information Pack (PDF, 3.41MB)
  Application Kit
  
  OHO652990 Principal Resolution Officer (41730) - RD (PDF, 766KB)
  Role Description