Senior Complaints Officers

Office of the Inspector-General of Intelligence and Security Senior Complaints Officers Canberra ACT Who are we: The Office of the Inspector-General of Intelligence and Security (OIGIS) is central to the independent oversight of the Australian intelligence and security agencies.
The Inspector General is an independent statutory office holder who reviews the activities of Australia's intelligence and security agencies to ensure they act legally and with propriety, comply with ministerial guidelines and directives, and respect human rights.
All IGIS staff members assist the Inspector-General to provide assurance to ministers, the parliament and the public that these agencies are using their powers as intended.
We are a small portfolio agency, proud of our contribution to the national interest.
We recognise that our people are our greatest asset – we recruit and retain highly capable, motivated professionals with high levels of integrity and personal drive; and we invest in, and value, their development.
Further, we offer a rewarding, positive, and inclusive environment, empowering staff to work flexibly in their contribution to the achievement of agency goals.
What we offer At OIGIS, we offer an attractive package which includes a combination of competitive remuneration, rewarding job opportunities and a high performing team environment, including: generous employee benefits with competitive salary and the potential for other allowances and benefits flexible working arrangements including family friendly, caring and work-life balance provisions professional development opportunities including further study, training and professional memberships a team of intelligent, experienced and engaged leaders committed to achieving outcomes the opportunity to liaise across a range of agencies including security and intelligence agencies a supportive, balanced culture that fosters inclusion, personal growth and the balance between professional and personal endeavours.
The key duties of the position include: The IGIS Legal and Assurance Branch plays a critical role in ensuring that the Office can meet the objects of the Inspector-General of Intelligence and Security Act 1986.
As key advisers to a small agency, the work is diverse, challenging and highly rewarding.
Staff in the Branch are expected to operate with high levels of autonomy, and have opportunities to work collaboratively to build expertise across a range of areas.
The Disclosures and Complaints team supports the Inspector-General to respond to and investigate complaints and public interest disclosures made about intelligence agencies.
The team also carries out the Office's role in raising education and awareness within intelligence agencies of the Public Interest Disclosure Act 2013.
Senior Complaints Officers will support the efficient and effective running of the IGIS Disclosures and Complaints practice, through managing their own caseload of disclosures and complaints and contributing to process and policy development.
Senior Complaints Officers will also assist other colleagues, and assist in educating intelligence agencies about best practice for handling public interest disclosures.
Key responsibilities of a Senior Complaints Officer include: with limited supervision, apply judgement, time-management and excellent communication skills to manage a caseload of complaints and public interest disclosures concerning the activities of intelligence agencies in accordance with relevant legislation, policy and procedures using research and problem-solving skills to identify avenues to resolve complaints and public interest disclosures and assist the Inspector-General to conduct preliminary inquiries and investigations preparing briefings for the Inspector-General on complaints and public interest disclosures, including on complex matters developing and supporting relationships with internal and external stakeholders, including coordinating education and information activities that meet stakeholder needs monitoring and responding to correspondence received from complainants Desirable skills: strong administrative decision-making skills, including the ability to demonstrate good judgement and reach sensible conclusions the ability to assess and respond to sensitive material in a professional and objective manner experience in complaints handling, public interest disclosures or other public-facing roles a demonstrated ability to manage a case-load, and lead and mentor team members To be successful in this role you will have: a desire to work in a productive, values-driven organisation and to achieve high-quality results a positive attitude, energy and commitment to IGIS's purpose and achievement of its objectives a collaborative and respectful approach to all aspects of your work a commitment to support an inclusive and diverse workplace the ability to conduct your work in an organised and flexible manner strong interpersonal skills, including excellent written and verbal communication the ability and aptitude to learn, develop new skills and show initiative.
Security, suitability and integrity requirements Positions at IGIS are positions of trust.
Appointment to our Office depends on the outcome of an organisational suitability assessment.
Appointment and ongoing employment at the Office are subject to a Positive Vetting clearance being granted and maintained.
Security vetting may take many months to complete and requires candidates to provide significant personal information to the vetting authority.
In addition, all IGIS staff are required to make annual conflict of interest declarations to ensure the independence and integrity of the Office.
Am I eligible to apply? You must be an Australian citizen and you must have a checkable background.
Note: we must be able to practically verify, from independent and reliable sources, (cumulative) periods of 12-months or more spent outside Australia.
You must be willing to undergo a comprehensive security clearance suitability assessment.
Note: 'willing to undergo' means fully cooperating in the assessment process, including the timely provision of information and documentary evidence.
Notes How to apply Applicants are required to submit an application using the webform on the OIGIS website ( by Monday 28 October 2024 at 11:30pm AEDT.
No extensions will be granted and late applications will not be accepted.
All applications must be provided at the OFFICIAL level.
Classified applications will not be accepted.
As part of your application you will need to provide: your resume; the contact details of two referees; and a statement of no more than 750 words explaining how your education, skills, knowledge and experience make you suitable for the position.
When framing your response, you should also refer to the Integrated Leadership System (ILS) and the capabilities required to be successful at the EL2 level.
Information about the ILS is available on the Australian Public Service Commission website at: ( The Work Level Standards are available at: Recruit Ability applies to this vacancy.
Under the Recruit Ability scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.
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