Our office in Adelaide CBD is searching for an Assessment and Resolution Officer to provide expert input into the preparation of high level and sensitive documentation.

In this role, you will be:

• Contributing to planning, developing, implementing and maintaining a range of efficient systems and processes to support the Complaints and Feedback Management Unit.
• Coordinating and delivering expert advice to senior executives, the Deputy Chief Executive, the Chief Executive, the Minister for Child Protection and other external senior authorities on matters relating to complaints case material.
• Adhering to the Complaint Management Standard AS/NZS 10002-2022.
• Providing effective and appropriate support to the Manager, Complaints and Feedback Management Unit in the event of their absence, including providing leadership, direction and support to assigned staff, as required.

To be successful in this role, you will have the following:

• High level knowledge and understanding of quality management systems and complaints, feedback and customer service standards in accordance with AS/NZS 10002:2022, particularly within the SA Government and/or child protection or health/social services environment.
• Successful experience in managing extremely sensitive and complex issues, complaints and problems, initiating, formulating and actioning solutions to resolve complaints based on the practical interpretation of policies, procedures and relevant legislation.
• An effective understanding of child protection practices, case management theories and methodologies and legislation within child protection.
• Proven high level interpersonal, written and oral communication skills, with the ability to exercise confidentiality, resilience and sound judgement that enable the provision of accurate and actionable advice to key stakeholders and clients.
• Demonstrated high level ability to work collaboratively within a small work unit, in an extremely pressurized, high-demand environment, use initiative, instigate and make decisions, analyse data to identify issues, and prepare clear accurate documentation including reports.

If you enjoy problem solving and handling complex case material, we encourage you to apply.

Why You’ll Love It Here - DCP Benefits That Matter:

We know a great career is about more than the work you do, it’s also about feeling supported, valued, and able to thrive. At DCP, you’ll enjoy:

• A collaborative team environment – work alongside people who are committed to best practice and making a meaningful impact.
• Flexible work options – tailored arrangements to help you balance work and life.
• Recognition and growth – we celebrate your achievements and open doors to development across DCP.
• Generous leave – including leave loading to help you rest and recharge.
• Paid parental and partner leave – additional paid time to support you and your growing family when it matters most.
• Health and fitness perks – discounted Fitness Passport memberships and free flu vaccinations.
• Wellbeing support – confidential Employee Assistance Program services for you and your family.

For a successful application, you will need to respond to all points listed under the your capabilities section of the attached role description. Please also note any special conditions that may be listed.

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The Department for Child Protection (DCP) plays a key role in the protection of children, young people and their families within South Australia. The department provides support to vulnerable children and young people to be safe, strong and connected.