Review Officer

About the Role

As a Review Officer, you will play a key part in supporting the Queensland Ombudsman's Office by collaboratively working towards achieving individual, team, and organisational objectives. Your primary role involves assessing and investigating complaints regarding the administrative conduct of Queensland public sector agencies, including local governments. This position requires regular communication with both complainants and agencies, alongside conducting research, analysis, and reporting aimed at enhancing administrative practices across public sector entities. Candidates from diverse professional backgrounds are encouraged to apply.

Key Responsibilities

• Support and guide Intake Officers to enhance the efficiency of the Intake team.
• Evaluate complaints in accordance with the Ombudsman Act, operational guidelines, and delegations.
• Conduct administrative assessments and investigations under the supervision of senior officers.
• Maintain communication with complainants and agencies about case developments.
• Deliver verbal and written advice regarding complaint outcomes.
• Identify and recommend issues warranting further investigation by the Queensland Ombudsman.
• Design and implement assessment and investigation strategies in partnership with senior officers to ensure quality and timely resolutions.
• Undertake research and draft correspondence, submissions, and reports on behalf of senior officers.
• Keep precise records of all activities related to your work.
• Engage in initiatives aimed at improving service delivery and organisational accountability.

Expected Conduct and Work Practices

• Exemplify high standards of integrity, ethics, and embody organisational values in all dealings.
• Work collaboratively with team members, participate actively in meetings and training, and contribute to improvements in policies, procedures, and administrative practices within the Office and its stakeholders.
• Promote and support a culturally inclusive and safe environment valuing diverse cultural identities and perspectives.
• Comply with the Code of Conduct, workplace health and safety laws, confidentiality requirements, and all other relevant regulations and policies.
• Meet personal performance targets and standards.
• Perform other duties as assigned by senior staff.

Additional Work Context

The role may require flexibility to work across different operational areas such as Intake, Investigation, and Resolution depending on organisational needs.

Candidate Profile

Evaluation of applicants will be based on their past experiences, skills, and knowledge, as well as their potential to contribute positively to the Office. Ideal candidates will demonstrate:

• Vision: An understanding of the organisation's purpose and how their role fits within the team; ability to exercise sound judgement and remain composed under pressure with clear documentation of decisions.
• Results Focus: Strong communication skills tailored to stakeholder needs; commitment to achieving timely outcomes through planning and professionalism.
• Accountability: Experience working within legislative and policy frameworks, showing a dedication to performance improvement through feedback and learning.
• Technical Expertise: Knowledge of effective administrative decision-making and proven experience in complaint assessment and investigation.

Occupational Group

Justice & Legal