Investigator

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of Victorians into the future. We also lead the Victorian Government’s response to the coronavirus (COVID-19) pandemic. Working with our partners, we oversee Victoria’s health system including mental health, ageing and aged care and preventive health. We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTQI+ and people from culturally diverse backgrounds and differences to realise the potential of our employees for innovation and delivering services.

POSITION SUMMARY:

Investigators plays a key role in the resolution of complaints received by the office of the National Health Practitioner Ombudsman (NHPO).

As an Investigator in the Complex investigations team, you are responsible for efficiently assessing complaints and conducting detailed investigations under direction from a Team Leader. The role is focused on looking for opportunities to achieve systemic improvements in the regulation of health practitioners.

The role is required to effectively communicate outcomes to complainants, Freedom of Information (FOI) applicants and other relevant stakeholders, both by telephone and in writing.

The role requires a high level of resilience and a desire to help people navigate Australia’s health practitioner complaint systems and FOI processes.

Are you:

• an investigator with administrative review skills?
• a team player who recognises the benefits of working collaboratively in a small statutory environment?
• an effective and confident communicator, with excellent written and verbal communication skills?

Accountabilities:

• Under direction from a Team Leader, conduct investigations and reviews in accordance with the NHPO’s processes and administrative law principles.
• Prepare high quality reports and recommendations in a timely manner.
• Apply sound judgement and outstanding analytical skills to assess complex and sensitive information.
• Liaise with stakeholders to obtain required information and documentation to support the assessment of complaints, and work co-operatively with peers in a demanding environment.
• Undertake the lodgement and assessment of enquiries, complaints and FOI matters by:
  • a)        receiving matters by telephone, mail and email
  • b)        recording matters in the NHPO’s case management system, including by accurately saving documents and other relevant information
  • c)        assessing matters (including to determine if it falls within the NHPO’s jurisdiction) and gathering appropriate information to effectively respond to, refer, or escalate the matter
  • d)        responding to matters within NHPO’s service standard timelines and individual performance targets.
• Communicate appropriately with people from a diverse range of cultures and backgrounds, including members of the public and health practitioners. This includes answering calls made to the NHPO’s general enquiry phone line and responding to emails sent to the NHPO’s general inbox.
• Confidently communicate with people in times of emotional distress and appropriately respond to threats of suicide and/or self-harm.
• Convey information in both verbal and written form with a high level of knowledge, expertise and analysis.
• Maintain a thorough understanding of the relevant legislation.
• Undertake other duties as directed from time-to-time that commensurate with the role’s level and responsibilities, such as assisting in office projects, participating in stakeholder engagement activities and auditing internal complaints data.
• Keep accurate and complete records of work activities in accordance with legislative requirements and the department’s records, information security and privacy policies and requirements.
• Take reasonable care for health and safety in the workplace by working in accordance with legislative requirements and the department’s occupational health and safety (OHS) policies and procedures.

Mandatory Vaccination Policy

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its workers and clients. As it is an essential element of any role within the department that employees be able to attend work onsite and to do so safely, employees are required to be up-to-date with their vaccinations against COVID-19 as a condition of their employment. This requirement applies unless they have a medical condition which means they cannot be vaccinated against COVID -19. Therefore, the department will ask any prospective employee, who has been identified as the preferred candidate for a role within the department, to provide proof of their COVID-19 vaccination status prior to any offer of employment being made. If a prospective employee has a relevant medical condition which means they cannot be vaccinated against COVID-19, they should contact the department to discuss their individual circumstances.

HOW TO APPLY:

Applicants are encouraged to apply online, submitting a cover letter and a current resume.

The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform.

As such, these employees are strongly encouraged to submit their application through https://www.vic.gov.au/jobs-and-skills-exchange rather than via external advertisement.

For this position, you are not required to address each of the key selection criteria in a separate written document.

Preferred candidates will be required to complete pre-employment screening, including national police check and misconduct screening.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

For further information please visit the Department of Health

Click ‘Apply Now‘ to submit your interest in this position.