Occupation: Customer Service/Call Centre
Reference: VG/1828979
The MHWC is an accountability body in the mental health and wellbeing system established under the new Mental Health and Wellbeing Act 2022 (the Act) and recommended by the Royal Commission into Victoria's Mental Health System. The MHWC responsibilities include the following: Monitor and report on the performance, quality and safety of the mental health and wellbeing system. Hold government to account with the ability to initiate its own inquiries into matters that support its objectives; handle and investigate complaints about mental health and wellbeing service delivery. Monitor government's progress in reforming the system and ensuring the system meets the expectations of people with lived experience of mental illness or psychological distress, their families, carers and supporters. Exemplify and enable lived experience leadership. The new MHWC includes Commissioners with lived experience of mental illness or psychological distress and lived experience as a family member, carer, or supporter.
About the role: The Resolutions Officer manages and resolves complaints including complaints where the person believes their rights under the Mental Health and Wellbeing Act 2022 and the Charter of Human Rights and Responsibilities (2006) have been breached. The role reports to the Team Leader and sits within the Early Resolutions Team at the Mental Health and Wellbeing Commission (MHWC).
The role identifies, analyses and reviews quality and safety issues arising from complaints raised by people who access mental health and wellbeing services to provide information and make recommendations for service improvements to mental health service providers as an outcome of a complaint.
How you'll make a difference: Passionate about meaningful work and contributing towards the reform of Victoria's mental health system.An effective communicator and solution-focused, promoting improved outcomes for people and broader service improvements.Able to deliver effective approaches to assessment and resolution of complaints.Experienced in working in a fast-paced environment, with a high level of resilience.Suitable applicants will be able to demonstrate: Provide an effective and trauma-informed response to initial enquiries and manage a caseload of complaints, endeavouring to resolve these complaints using various approaches and corresponding directly with people who have made a complaint, services, and other stakeholders.Identify and respond to priority issues and risks in line with established organisational procedures.Review and evaluate the way mental health services have dealt with complaints, to identify opportunities to assist them to improve local complaint processes through strong stakeholder engagement.Contribute to the development of practice guidelines, policies and procedures.Participate in and promote peer learning opportunities and staff development.What we offer: On-the-job training in a supportive team environment.The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.A strong commitment to work-life balance, including a diverse array of flexible working arrangements.How to apply: Applications should include a resume and a cover letter summarising their skills, relevant experience and what they can bring to the role. Click the 'Apply' button to view further information about the role including key contact details and the advertisement closing date.
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Job type:Full time / 28 November 2025
Job classification:VPSG4
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