Description:
Reporting to the Director, you will demonstrate high-level project management skills to lead, guide and support the delivery of project initiatives to improve the department's approach to complaints handling. You will develop strategies and tools to coordinate activities and progress reporting, to ensure the effective delivery and implementation of project objectives within agreed priorities and timeframes.Y ou will work closely with key stakeholders to plan, design and develop governance frameworks, policies and procedures aimed at enhancing QFD complaints management that meets departmental and legislative requirements.Purpose of the role
The Relations and Standards branch strives to ensure QFD's workforce upholds the highest levels of professional and ethical standards as is expected of the Queensland Government and the community.It achieves this through several mechanisms, including managing workplace complaints, conducting high-level and complex disciplinary investigations, and proactively identifying and providing advice on conduct related matters. A program of work has been established to facilitate and oversee the implementation of the Complaints Management System (CMS) Review recommendations by December 2026. This program seeks to improve the department's approach to complaints handling and providing support to complainants, subject officers and those involved throughout the complaints management process.
Key requirements
Highly desirable requirements
- Experience and/or knowledge in analysing, developing and improving policy, processes and frameworks.
- Experience in project management or working in a project environment.
- High-level knowledge and/or practical experience in human resources, employee relations or complaints management or qualifications in these fields will be favourably regarded.
Responsibilities
Your part in the ongoing success of our department, in supporting frontline services will see you responsible for a variety of work, including, but not limited to:
- Lead and manage the development of initiatives to enhance key processes and implement the recommendations from the Review to improve efficiencies in the CMS.
- Conduct high-quality research and analysis to prepare and manage relevant project documentation, plans and processes, and ensure appropriate communication of project scope, objectives, and deliverables is achieved to meet quality outcomes.
- Provide strategic advice regarding project and program direction for business analysis activities and undertake process mapping and data modelling to implement recommendations whilst meeting business needs.
- Develop and maintain professional relationships with internal and external stakeholders to support project activities, resolve issues and ensure program delivery meets desired timeframes and budget allocations.
- Coordinate, plan and implement associated tasks, and provide regular status reports to ensure quality outcomes, project deliverables and milestones are achieved.
- Prepare and review complex submissions, briefs and other correspondence relating to program activities, risks impacting project delivery and reports on outcomes, in accordance with department requirements.
- Represent the program in relevant forums, and facilitate an advisory group and/or participate in workshops in the determination of improving policy, processes and frameworks, and any associated requirements to ensure key program deliverables and timeframes are achieved.
10 Feb 2026;
from:
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