ROLE STATEMENT
Form HR02-1.1
ROLE TITLE
CASE / INVESTIGATIONS OFFICER
CLASSIFICATION
ASO5/ASO6
DIVISION
OFFICE OF THE SMALL BUSINESS COMMISSIONER
BRANCH
OFFICE OF THE SMALL BUSINESS COMMISSIONER
Pos. No. BM
ROLE PURPOSE
The Small Business Commissioner (SBC) is an independent statutory Officer established under
the Small Business Commissioner Act 2011 (the Act). The Office of the Small Business
Commissioner (OSBC) is the state’s small business sector’s contact point designed to respond to
enquiries, questions or investigate complaints or disputes in business to business transactions
and/or commercial dealings. These may include disputes in retail leasing, franchising, with state or
local government bodies or any other commercial activities. Retail tenancies and leasing are also
subject to the Retail and Commercial Leases Act 1995 which is also administered by the Small
Business Commissioner. The Commissioner also has a regulatory role in relation to prescribed
industry codes under the Fair Trading Act 1987.
The SBC operates under the functions and powers of the Act which are designed to promote better
business conduct, fair dealing and supporting the development of a more competitive business
environment.
The Case/ Investigations Officer:
 Supervises and conducts investigations and complaint handling from business operators state
wide.
 Provides high level consultation, advisory and advocacy services to clients.
 Exercises a level of delegation in relation of powers to undertake functions as described in the
Act.
 Develops and implements OSBC procedures in relation to dispute resolution in relation to
supporting clients through the established processes including formal meditation by the
mediation panel.
 Assists in formulating and developing operational policy in line with the Office’s statutory roles
and objectives of the Office.
 Analyses and evaluates statistical information to identify trends and patterns which may assist
the improvement of the Office’s operations.
 Conducts projects within broadly defined guidelines.
 Maintains effectively corporate systems and is responsible for the delivery and maintenance of
efficient and effective work practices within the Office.
ROLE OUTCOMES (what needs to be achieved)
1 Various cases that the Office of the SBC deals with are effectively managed, including
consultation, advisory and informational services to clients and conducting of investigations
into disputes and complaints in a timely and efficient way.
2 Office of the SBC procedures, policies and protocols are contributed to and supported in
relation to dispute resolution.
3 High level service and analysis of trends is provided in dispute resolution for the Commissioner
and/or Deputy Commissioner.
4 Client information is managed in a confidential, professional manner that effectively meets the
statutory requirements.
5 Projects as defined and scoped by the Commissioner and/or Deputy Commissioner are
undertaken.
Form No: HR02-1-1
Policy author: Corporate HR
Compliance: Mandatory
Page 1 of 3
Effective from:
January 2012
Review date:
January 2013
6
7
Efficient work practices within the Office of the SBC are significantly contributed to.
Compliance with Government legislation, Code of Conduct for the Office of the SBC, Code of
Ethics for the SA Public Sector, Office of the SBC policies and procedures, including ethical /
accountable resources and information management, OHS&W and injury management, risk
management, and the access / equity / diversity strategies of the public sector.
RELATIONSHIPS
1
Reports to the Manager, Cases/ Investigations and supports the work of Office of the SBC
Team.
2
Liaises with and provides information to staff across the Office.
3
Liaises with Ministers and their staff, interstate counterparts, Local, State and Commonwealth
Government agencies, business associations, community groups and with other industry
associations, where applicable.
QUALIFICATIONS
1
Essential – Nil.
2
Desirable – Relevant tertiary qualification or Certificate IV Government (Investigations) or
equivalent.
TECHNICAL EXPERTISE/KNOWLEDGE
1
Strong understanding of dispute resolution mechanisms and investigative practices and
procedures.
2
Knowledge of issues affecting small business in the South Australian Economy.
PERSON CAPABILITIES
Abilities –
1
Proven ability to use clear and concise communication, report writing and interpersonal skills
in relation to diverse and complex issues arising in dispute situations and to do so respecting
clients and a culturally diverse environment.
2
Proven ability to consult, liaise and influence, and negotiate and manage conflict with tact and
diplomacy.
3
Proven ability to develop and implement operational policy and strategy to support wider
corporate goals.
4
Model PS Act public sector principles and practices, ethical decision making, OHS&W and
injury management, equity / diversity strategies, and change management.
Demonstrate a range of experience in –
5
Complaint or dispute handling processes including advocacy or mediation to negotiate
practical solutions.
6
Conducting formal investigations of complex matters within a legislative framework and
interpreting and applying legislation.
7
Providing expert advice and information to a wide range of people and groups.
8
Using a range of ICT applications for the collection of data and analysing and presenting
information for reporting purposes.
SPECIAL CONDITIONS (retain 1-3 for all roles)
1
Out of hours business work may be required.
2
Intra state and interstate travel may be required.
3
Participate in recovery activities relating to emergency management.
Form No: HR02-1-1
Policy author: Corporate HR
Compliance: Mandatory
Page 2 of 3
Effective from:
January 2012
Review date:
January 2013
Approved by
Authorised Officer
Acknowledged
by Occupant
/
/
/
/
How To Apply - To apply for this position, please provide:
1. Your CV outlining your relevant qualifications, work experience, and details of 3 referees - PLUS
2. A cover letter outlining your reasons for applying for the position and your abilities to fulfil the role.
Forward your application by the due date, and forward as per the job advertisement details.
Form No: HR02-1-1
Policy author: Corporate HR
Compliance: Mandatory
Page 3 of 3
Effective from:
January 2012
Review date:
January 2013