Ethics Complaints & Projects Officer
HybridNorth Melbourne, Victoria, Australia
Job Summary
Act as the key point of communication for the AASW Ethics Office, liaising with internal and external stakeholders while responding to general complaint enquiries via phone and email. Undertake preliminary assessment of complaint eligibility, prepare handling files and documentation, and provide secretarial support across all Ethics Complaints Management Process functions. Manage administrative, procedural, and technical support for conciliation, mediation, hearings, or appeals, and undertake assigned project work as required. Communicate effectively with individuals experiencing distress, ensuring privacy and confidentiality while delivering tasks to deadlines under pressure.
Required Qualifications
- A minimum of 2-3 years' experience in a complaint handling role
- Relevant tertiary qualification
- Excellent administrative skills
- High proficiency in the use of information technology
- Demonstrated high-level communication skills including phone, email, and formal correspondence
- Ability to communicate and respond respectfully with people in distress or displaying behaviours of concern
- Ability to work autonomously with minimal supervision
- Ability to work well under pressure and to respond flexibly to changing circumstances
- Strong attention to detail and ability to identify, escalate and manage risk
- Demonstrated ability to effectively manage tasks and deliver to deadlines
- Ability to ensure privacy and confidentiality over information provided, as appropriate
- Demonstrated experience with continual quality improvement frameworks and implementation
Desired Qualifications
- experience in a complaint handling role, preferably within a regulatory, health or community services setting
- tertiary qualification, preferably in a health, welfare, data management or administrative area
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