The Assessment Officer is responsible for undertaking a comprehensive assessment of health service complaints and notifications to determine whether further action should be taken, and if so, what that action may be according to the Health Ombudsman Act 2013.

Job details

The Assessment Officer gathers information for the assessment process through the exercise of statutory powers and accesses and reviews consumers' personal and often sensitive, health information. This requires an understanding of the sensitivity and possible vulnerability of the parties involved in the complaint or notification. The Assessment Officer undertakes a comprehensive assessment of complaints, and where relevant, may refer the complaint for local resolution, conciliation, investigation, or management by the OHO's co-regulatory partner, the Australian Health Practitioner Agency (AHPRA) or a government entity of the State

Key Responcibilities

• Triage complaints and notifications to identify and clearly articulate complaint issues, determine risk, priority, and necessary assessment activities.

• Issue statutory notices to obtain information necessary to complete comprehensive decision-making principles and maintain comprehensive case file records in accordance with legislative and organisation requirements.

• Prepare correspondence and reports applying best practice administrative decision-making principles and maintain comprehensive case file records in accordance with legislative and organisational requirements.

• Establish and nurture relationships with internal stakeholders to promote seamless service delivery and quality outcomes by working within the values and priorities of the OHO.

• Provide ongoing input into the development and continuous improvement of complaint handling business processes and resources through sharing ideas for improvement in day-to-day work.

• Participate in the conduct of quality assurance reviews of the OHO.

• Perform other activities in relation to triage and assessment as directed.

Qualifications technical/educational

• A detailed understanding of the Queensland health environment is desirable but not essential.

• A relevant tertiary qualification is considered desirable but not a requirement.

Candidates may also be interested in a similar and currently advertised role at the OHO: AO6 Senior Complaints and Operations Officer

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 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)
  Application Kit
  
  OHO693253 Assessment Officer (39098) - RD (PDF, 758KB)
  Role Description