The Manager, Triage and Resolution is responsible for the co-ordination and management of:

The Triage and Resolution Team which comprises of 2 sub teams: coordination of the receipt, risk assessment, categorisation and resolution of complaints, enquiries, and other matters.

The role is accountable for ensuring the activities of the CIT team are conducted in compliance with the Office of the Health Ombudsman (OHO) policies and procedures, as well as meeting legislative requirements.

Maintaining strong relationships with key external stakeholders, and in particular the Australian Health Practitioner Regulation Agency (AHPRA) and ensuring the CIT team work effectively within Queensland's co-regulatory framework is a key element of the position.

Joint consideration with the Australian Health Practitioner Regulation Agency (Ahpra)

Job details

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.

• Manage the efficient and effective delivery and coordination of a diverse and multifaceted team including:
• Oversee the team's efficient management, receipt and initial triaging of all health service complaints and other matters directed to the OHO.
• Ensure initial triaging and preliminary risk assessments are conducted in a timely and efficient manner, and cases are accepted (or not accepted) and progressed to appropriate teams for action.
• Oversee the efficient management and triaging of health service complaints made by prisoners within Queensland, ensuring administrative decisions are correct and appropriate, and monitoring the management of referrals to relevant agencies (under s.92 of the Health Ombudsman Act 2013) and the response to such referrals.
• Lead the team to apply legislation, professional standards, codes of conduct and other formal guidelines to undertake robust and transparent delegated administrative decision-making, primarily on whether complaints and other matters are within jurisdiction and to be accepted by the OHO within staturory timeframes.
• Assist the Director in providing feedback, coaching, and mentoring staff, and support staff development in the intake, triage and management of health service complaints and notifications.

• 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 89, 182 or 183 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, 3.35MB)
  
  
  OHO687865 Manager Triage and Resolution (39104) - RD (PDF, 514KB)
  Role Description