Senior Resolutions Officer
The Mental Health Act 2014 (the Act) establishes the Mental Health Complaints Commissioner (MHCC) to
receive and effectively resolve complaints about public metal health services. Its main functions are to
respond effectively to complaints; help mental health services by building their capacity to deal with
complaints; and safeguard the rights and dignity of people with a mental illness. It aims to be accessible,
supportive and timely and develops and uses best practice, including transparent complaints handling
processes.
The MHCC is independent of government and has the specialist knowledge necessary to resolve
complaints, carry out investigations under the Act, make recommendations and issue compliance notices.
It began operating on 1 July 2014.
This is a unique opportunity to contribute to an organisation which is committed to making a difference for
people with a mental illness, families and carers, by resolving complaints in a way that safeguards rights
and supports people’s recovery and improves services.
You will be responsible for the effective and timely assessment and resolution of complaints made to the
Commissioner under the Act. You will report directly to the Manager Resolutions and Review, and your
work will involve conducting conciliations and assisting in investigations and reviews of complex matters as
required.
You will also contribute to the strategic and business plan objectives and performance of the
Commissioner’s office to deal effectively with complaints and to build the capacity of service providers as
required.
To succeed in this role you will need to be:
 Positive and passionate about making a difference through your work, with high level skills in
assessment, complaint/dispute resolution processes and interpersonal skills.
 An effective and confident communicator who demonstrates empathy and understanding of the
issues experienced by people with mental illness, families and carers, and services.
 Able to apply high level conceptual, analytical and problem solving skills in developing effective
responses to complaints and to work with a level of autonomy and leadership, and as part of a
team.
Position Description
Title:
Senior Resolutions Officer
Classification:
VPSG 5
Division/Unit:
MHCC Resolutions
Work Location:
Level 26, 570 Bourke Street, Melbourne
Position Number:
DH/RHPR/412004
Employment Type:
Full time - Ongoing
Salary Range:
Value Range 1: $ 85,215 - $94,159 (+ superannuation)
Value Range 2: $ 94,160 - $103,103 (+ superannuation)
Further Information:
Steven Yates, 9032 3375 steven.yates@mhcc.vic.gov.au
Position reports to:
Manager, Resolutions and Review
Closing Date:
6 April 2015
Mental Health Complaints Commissioner
The MHCC operates as an independent statutory authority under the Mental Health Act 2014 (the Act). It
provides an independent and accessible complaints resolution body for people with a mental illness and
their families/carers, and work with public mental health services to address underlying causes of
complaints and improve services. The establishment of the MHCC has been informed by extensive
feedback from consumers, families, carers, their representatives, public mental health services and other
stakeholders on the need for accessible and responsive complaints processes designed specifically to
address the issues and needs of people with mental illness.
MHCC Principles:
Accessible
We understand that being accessible means different things for different people.
We are responsive and flexible, and adapt our approaches to people’s individual needs and backgrounds.
We work hard to make sure everyone can access and use our information and services, that our written
material is easy to read and understand, and that our processes are simple.
Supportive
We do our best to assist everyone who contacts us - there are ‘no wrong doors’ at the MHCC.
We listen with compassion, empathy and an open mind.
We are person-centred and seek to understand what is most important to the person in resolving their
complaint.
We treat all people with respect, dignity and courtesy, and embrace diversity.
Accountable
We keep individuals and services informed about actions and outcomes through regular communication.
Our decisions are based on fair processes and evidence and our practices are consistent.
We are transparent and publish our processes and practices for all to see.
Collaborative
We understand the importance of good relationships and communication.
We work together with individuals, carers, families, services and other stakeholders.
We share what we learn.
We use our resources and information to influence positive change.
Learning-focused
We always look for ways to learn and improve.
We ask people what their experience was like when they interacted with us, and use this information to
improve our approaches.
We are informed by the most up to date information about mental health and best practices in mental
health services, and in complaint resolution.
Organisational Environment
Department of Health and Human Services
The MHCC is administratively linked to the Regulation, Health Protection & Emergency Management
Division of Victorian Department of Health and Human Services.
Regulation, Health Protection & Emergency Management consolidates and strengthens the Department’s
regulatory, oversight, and clinical statutory and leadership functions. It delivers the monitoring and
analysis of state-wide service delivery standards and performance, including service delivery performance
analysis and analysis of incidents and adverse events, and identifies trends, issues and risks for internally
and externally delivered services.
It will be responsible for oversight of the Department’s regulatory rule-setting functions. This encompasses
the Department’s traditional legislative regulatory functions, statutory oversight and review roles, as well
as its ethical review and health protection activities. Regulation, Health Protection & Emergency
Management also leads and coordinates state-wide responses to emergency events, with a strategic
focus on preparedness planning and capability development.
Purpose and Accountabilities
Operating at Value Range 1, you will:
 Apply high level communication, assessment and conflict resolution skills to ensure effective handling
and resolution of complex complaints about public mental health services.

Apply high level analytical and communication skills to undertake the review and investigation of
complex matters as required.

Consistently apply, monitor and evaluate legislative requirements, policies and professional
standards.

Ensure accurate recording of complaint details, review and investigation actions in the office’s case
management system, in accordance with established performance standards; contribute to the further
development of the case management system.

Review and evaluate the way that mental health services have dealt with a complaint, identifying
deficiencies and areas for improvement, and influencing and assisting services to appropriately deal
with complaints.

Assist the Resolutions Manager in the effective delivery of complaint assessment and resolution
processes under the Act to meet organisational objectives and community expectations by:
o consistently evaluating the assessment and complaint resolution processes to ensure they
are accessible, responsive and informed by consideration of the rights, needs and views of
the consumer /person who made the complaint
o developing and implementing a range of practice approaches in the assessment and
resolution of complaints drawing on current dispute resolution theory and practice
o developing, improving and documenting practice guidelines, policies and procedures.

Provide authoritative advice regarding the management of complaints to other Officers taking into
account the values and established processes of the MHCC.

Conduct conciliations in accordance with legislative requirements as required.

Maintain a thorough understanding of public mental health services and the Act.

Contribute to the organisation’s achievements by operating with a level of autonomy in managing
complex complaints caseloads in a demanding and sensitive environment.
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
Actively contribute to strategic, education and engagement work, through the identification of
emerging trends and issues and involvement in presentations and projects.
Operating at Value Range 2, you will perform all the above together with increasing involvement to:

Operate with an increased level of autonomy and accountability in delivering within broad strategic
directions.

Provide professional leadership and guidance to other staff.

Manage stakeholders through effective negotiation and influence.

In conjunction with other senior staff, conduct complex investigations or reviews as required.

Undertake delegated management and supervisory responsibilities, to ensure the effective delivery of
assessment, conciliation and investigation processes under the Act to meet organisational objectives
and community expectations.

Review and provide authoritative and strategic advice on any issues or policy papers referred by the
Commissioner for comment and develop viable recommendations and solutions to complex issues.

Identify high priority issues and risks impacting on the delivery of high quality mental health services
and bring them to the attention of the Resolutions Manager.
Key Selection Criteria
Personal Qualities:
1. Interpersonal Skills: committed to the public interest; conducts all duties with impartiality, honesty
and professionalism; detects the underlying concerns, interests or emotions behind what is being said
and done; presents as genuine and sincere when dealing with others; projects an objective view of
another’s position; uses understanding of individuals to get the best outcomes for the person and
organisation.
2. Relationship Building: establishes and maintains relationships with people at all levels; promotes
harmony and consensus through diplomatic handling of disagreements; creates effective structures to
manage stakeholders; identifies and manages a range of complex and often competing needs to
address diverse range of stakeholder needs; builds trust through consistent actions, values and
communication; minimises surprises.
3. Communication: demonstrates capacity to liaise effectively at all levels; relates well to all kinds of
people; listens to and assimilates information from others; looks for mutually acceptable outcomes;
ability to present oral and written information in a manner appropriate to purpose and audience;
demonstrated high level writing skills and ability to ensure the appropriate style, format and content is
used to achieve purpose; confidently conveys ideas in a clear and interesting way.
4. Teamwork: co-operates and works well with others in the pursuit of team goals; collaborates and
shares information; shows consideration, concern and respect for others’ feelings and ideas;
accommodates and works well with the different working styles of others; encourages resolution of
conflict within a group.
Knowledge and Skills:
1. Planning and organising: sets clearly defined objectives and priorities and operates accordingly,
reviewing and adjusting as required; identified processes, tasks and resources required to achieve a
goal; establishes systems and procedures to guide work and tack progress; recognises actual and
potential barriers and finds effective ways to deal with them.
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2. Leadership: Proven leadership, staff development and people management skills. Provide the team
with a clear sense of direction; inspire a positive attitude to work; inspire a strong desire to succeed
among team members; steer others towards successful goal and task accomplishment; promote
diversity in the team.
3. Persuasion and negotiation: Win concessions without damaging relationships; convince others of
one’s point of view; listen to and assimilate information from others to identify their needs; identify,
assess and canvas a range of possible options; base opinion on sound research and accurate
information; be direct and forceful as well as diplomatic.
4. Conceptual, analytical and problem solving ability: deals with concepts and complexity
comfortably; uses analytical and conceptual skills to reason through problems; has creative ideas and
can project how these can link to innovations; seeks all relevant information for problem-solving;
liaises with stakeholders; analyses issues from different perspectives and draws sound inferences
from information available; implements solutions, evaluates effectiveness and adjusts actions as
required.
Specialist Expertise:
1. Knowledge and understanding of the issues experienced by people receiving mental health services,
carers and families, and service provision in the public mental health sector.
2. Experience in complaint/dispute resolution with proven high level assessment, mediation/conciliation
and investigation skills and a track record of achievement in handling and resolving complex matters.
3. Knowledge of, or the ability to rapidly attain knowledge of, the Victorian Mental Health Act 2014, the
Victorian Charter of Human Rights and Responsibilities Act 2006 and other relevant legislation,
policies and government directions
Desirable Qualifications:
1. Accreditation under the National Mediator Accreditation System or eligibility for such accreditation.
2. A tertiary qualification relevant to dispute resolution, human services or law.
Other Relevant Information
The department encourages and welcomes interest from Aboriginal Australians for roles within the
Department of Health.
Please phone our Aboriginal employment information support line (phone: 1300 092 406 or email:
Aboriginal.employment@dhs.vic.gov.au) should you wish to access assistance with your application.
How and Where to Apply
Applicants are encouraged to apply online, through
and current resume.
www.careers.vic.gov.au submitting a cover letter
Alternatively, applicants can complete a hard copy ‘Application for Employment’ form quoting the relevant
reference number and post with your resume and cover letter to:
Steven Yates, Acting Manager Operations and Strategic Projects: steven.yates@mhcc.vic.gov.au
Level 26, 570 Bourke Street, Melbourne VIC 3000
For this role, you are not required to address each of the key selection criteria separately in a
written document. Applicants are strongly encouraged to review the Department’s Information for
Applicants document to obtain guidance on what to include in your cover letter and resume. This
document also provides information on the department’s recruitment and employment screening process.
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Voluntary Departure Package from the Victorian Public Service – Re-employment restrictions
Individuals who have received a Voluntary Departure Package from a Victorian Public Service
department/agency are ineligible for re-employment for a minimum period of three calendar years from the
date of separation.
Public sector values and employment principles
The Department of Health embraces the public sector employment principles established under Part 2 of
the Public Administration Act 2004. The principles aim to ensure that employment decisions are based
on merit, that employees are treated fairly and reasonably, that equal employment opportunity is provided,
that human rights as set out in the Charter of Human Rights and Responsibilities Act 2006 are upheld,
that employees have a reasonable avenue of redress against unfair or unreasonable treatment, and that a
career public service is fostered.
All of our employees are required to comply with the Victorian Public Service Code of Conduct .
The position description is indicative of the initial expectation of the role and subject to changes to
departmental goals and priorities, activities or focus of the job.
Agreement/Award Coverage
This role is covered by the Victorian Public Service Workplace Determination 2012. Salary advancement is
subject to successful performance.
Employment Safety Screening Requirements
All competitive applicants will be required to undergo additional employment safety screening. This
involves establishing identity, consenting to a National Criminal History Records check, and verification of
claims through referee comments.
Diversity
The Victorian Public Service is an Equal Opportunity Employer.
Reasonable Adjustment
It is the policy of the Department of Health to provide reasonable adjustments for persons with disabilities
who are employees or applicants for employment. If you need assistance or adjustments to fully participate
in the application or interview process please contact the person listed in the job description.
Specific Health and Safety Requirement
In accordance with the OHS Accountability and Consultative Frameworks, staff are required to be familiar
with, adhere to, use or manage the relevant policies, guidelines, procedures and risk assessment tools.
If the role includes people management duties, additional OHS people management responsibilities
include the requirement to manage the health and safety of staff under your control and support the
actions contained in the annual OHS improvement plan.
Privacy Notification
The collection and handling of declarations and personal information relevant to your employment will be
consistent with the requirements of the Information Privacy Act 2000.
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