Assessment Officer

Role overview

The Assessment Officer handles detailed reviews of health service complaints and notifications to decide whether further action is required, and if so, what type of action should follow under the Health Ombudsman Act 2013.

In this role, you will collect information by using statutory powers and assess consumers’ personal and sensitive health information. The work calls for sound judgement, discretion, and awareness of the vulnerability and sensitivity that may be involved for the people connected to each complaint or notification. Depending on the circumstances, matters may be redirected for local resolution, conciliation, investigation, or management by the OHO’s co-regulatory partner, the Australian Health Practitioner Agency (AHPRA), or another State government entity.

Key responsibilities

• Sort and assess complaints and notifications, clearly define the issues involved, and decide the level of risk, urgency, and assessment actions needed.
• Use statutory notices to collect the information needed for informed decision-making, and keep complete case records that meet legislative and organisational standards.
• Draft correspondence and reports using sound administrative decision-making practices while maintaining accurate and thorough case documentation.
• Build effective working relationships with internal stakeholders to support smooth service delivery and strong outcomes in line with OHO values and priorities.
• Contribute ideas and practical improvements to complaint-handling processes and tools as part of continuous improvement efforts.
• Take part in quality assurance reviews across the OHO.
• Carry out other triage and assessment tasks as assigned.

Qualifications and experience

A strong understanding of the Queensland health environment is helpful but not mandatory. A relevant tertiary qualification is preferred, though it is not essential.

Additional information

The role description will set out any specific qualifications, licences, or other job requirements. Interested candidates are encouraged to review the attached role description and speak with the contact officer for more details.

Applications will remain active for up to 12 months and may be considered for other vacancies that are identical or similar.

Appointment is subject to a criminal history check in line with section 52 of the Public Sector Act 2022.

Current and former public sector employees must disclose any history of serious disciplinary action before appointment, as required under section 71 of the Public Sector Act 2022.

All employees must declare any interest that conflicts, may conflict, or could be perceived to conflict with the performance of their duties, in accordance with sections 89, 182, or 183 of the Public Sector Act 2022.

Applications must be submitted online.

Uploaded documents must be in Microsoft Word or PDF format; zipped files are not accepted.

Occupational group

Administration