SOUTH AUSTRALIAN PUBLIC SERVICE
JOB AND PERSON SPECIFICATION/DUTY STATEMENT
Title of Role: Conduct & Conciliation Officer
Administrative Unit:
ATTORNEY-GENERAL’S DEPARTMENT
Remuneration Level: ASO5
Type of appointment: Ongoing
Division: Consumer & Business Services
Branch: Advice & Conciliation
Section:
Position Number:
Position Docket Number:
Occupant:
Job and Person Specification/Duty Statement Approval
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CHIEF EXECUTIVE/DELEGATE
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JOB SPECIFICATION
1.
Summary of the broad purpose of the role, and its responsibilities.
The Conduct and Conciliation Officer is accountable to a Team Leader, Advice and
Conciliation for the provision of advice and conciliation services and the development and
execution of strategies to reduce consumer detriment, to ensure compliance with legislation,
standards and codes of conduct administered by, and relating to Consumer and Business
Services. This includes dealing with more difficult and complex matters which result in the
holding of formal conciliation conferences and the public naming of traders.
2.
Reporting/Working Relationships (To whom the person reports, staff for whom the person is responsible,
and other significant connections and working relationships within the organisation.)
The Conduct and Conciliation Officer reports to a Team Leader, Advice and Conciliation
The Conduct and Conciliation Officer is required to liaise with senior officers within CBS,
other government agencies, business and community groups and members of the public.
3.
Special Conditions (Such as non-metropolitan location, travel requirements, frequent overtime, etc.)
Some out of hours work may be required
Some intra-state and interstate travel requiring overnight absences may be required.
The incumbent will be required to work between 8.15am and 5.15pm if rostered on advisory
service duties and at times may be required to work in other sections of the branch.
Prior to an offer of employment being made, candidates must provide written
authorisation to the Attorney-General's Department allowing a criminal history check.
Upon receipt of the original National Police Certificate the individual must allow sighting
of the original certificate for the purposes of verification and copying.
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JOB SPECIFICATION/DUTY STATEMENT (continued)
4.
Role: Conduct & Conciliation Officer
Unit: Advice & Conciliation
Approval:
Statement of Key Outcomes and Associated Activities/Duties (Group into major areas of
responsibility/activity and list in descending order of importance.)
Contribute to consumer protection and fair trading in the market place by:

Conciliating disputes of a complex or sensitive nature, including initiating and
conducting formal conciliation conferences
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Initiating, managing and executing the public naming process
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Pro-actively meeting and working with high volume trader and property manager
disputants to reduce complaints received
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Analysing data of consumer detriment and resource allocation
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Developing and implementing strategies to reduce consumer detriment
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Advising and mentoring Advice and Conciliation branch staff in conciliation techniques
and strategy
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Categorising the complexity of new disputes, as required
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Providing accurate and timely information and advice about fair trading and tenancy
issues to consumers, tenants, traders, landlords and residents and operators of
residential parks and rooming houses and key consumer, community and business
representative groups, as required
Contribute to compliance with legislation administered by CBS by:

Identifying industry or trader conduct warranting further intervention by CBS and
referring for action.

Providing support roles in the Advice & Conciliation branch executive functions in
relation to local and national working groups and committees

Assisting in the establishment of complaint/dispute resolution mechanisms and codes
of conduct in collaboration with industry and community organisations;

Ensuring the effectiveness of education and awareness programs by monitoring the
content of educational material, addressing industry or consumer and tenancy
organisations and other interest groups

Contribute to the development of policies and operational procedures to support
legislation
In collaboration with the Branch Management Team ensure that matters raised by the
Ombudsman, Members of Parliament and the Public are dealt with promptly and efficiently
by:

Compiling Ministerial briefing notes and responding to Ministerial enquiries

Replying to correspondence of a complex or sensitive nature

Preparing responses to media queries

Reviewing Departmental policy and legislation
Responsible and accountable for adhering to the requirements of the OHSW Act 1986;
relevant OHSW Regulations 2010; the Equal Opportunity Act 1984; the PS Act 2009, and
the principles of diversity; and the Department’s policies and procedures.
Certified Correct by Line Manager ..................................................................................
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Acknowledged by Occupant ............................................................................................ ........../........../..........
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PERSON SPECIFICATION
Role: Conduct & Conciliation Officer
Unit: Advice & Conciliation
Approval:
Essential Minimum Requirements (Those characteristics considered absolutely necessary.)
1.
Educational/Vocational Qualifications
2.
Personal Abilities/Aptitudes/Skills (Related to the job description and expressed in a way which allows
(Include only those listed by the Commissioner for Public Sector
Employment as an essential qualification for the specified classification group.)
objective assessment.)
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Excellent interpersonal skills with the ability to engender trust with staff and clients
Proven ability to communicate effectively at all levels within the public and private
sector.
Proven ability to negotiate effectively
Proven ability to be discreet when dealing with matters of a confidential nature.
Proven ability to plan, program and coordinate workloads and to meet deadlines.
Ability to advise and mentor officers in the conciliation/mediation of disputes.
Ability to self-manage, use judgement, initiative and flexibility of approach to meet
changing requirements and situations.
Proven ability to identify and analyse systemic problems and/or trends, and develop
practical solutions and strategies to address these.
Excellent written and oral communication skills
Proven ability to prepare concise written reports and correspondence on complex and
sensitive matters.
Demonstrated ability to work effectively as a team member where flexibility and
cooperation with co-workers is essential.
Exemplifies and role models behaviours consistent with:
 Collaboration;
 Accountability;
 Responsibility;
 Engagement.
3.
Experience (Including community experience)
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Proven experience in dispute resolution of complex and sensitive issues
Experience in producing written work appropriately researched and of a high standard.
Experience in analysing statistical measures of work performance.
Experience in interpreting legislation.
4.
Knowledge
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Knowledge of investigation techniques and the laws of evidence.
Knowledge of the principles of dispute resolution
Understanding of the legislation administered by the Advice and Conciliation branch
Knowledge of the principles and practice of OHSW, Equal Opportunity, the PS Act
2009, employee conduct standards and diversity appropriate to the requirements of
the role.
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PERSON SPECIFICATION (continued)
Role: Conduct & Conciliation Officer
Unit: Advice & Conciliation
Approval:
Desirable Characteristics (To distinguish between applicants who have met all essential requirements.)
1.
Personal Abilities/Aptitudes/Skills
2.
Experience
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Experience in undertaking projects, either alone or as part of a team.
3.
Knowledge
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Knowledge of the policies and procedures of Consumer and Business Services.
Knowledge of the Australian Consumer Law, Fair Trading Act & Residential Tenancies
Act
An appreciation of the operations of private industry as it relates to Government
regulations and policies.
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4.
Educational/Vocational Qualifications (Considered to be useful in carrying out the responsibilities of the
role.)
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Appropriate tertiary qualifications in accounting, business, law, etc.
Appropriate qualifications in conciliation/mediation.
5.
Other details