Assessment Officer

The Assessment Officer is responsible for undertaking a comprehensive assessment of health service complaints and notifications to determine whether further action should be taken, and if so, what that action may be according to the Health Ombudsman Act 2013.

The Assessment Officer gathers information for the assessment process through the exercise of statutory powers and accesses and reviews consumers' personal and often sensitive, health information.

This requires an understanding of the sensitivity and possible vulnerability of the parties involved in the complaint or notification.

In This Role You Will

Triage complaints and notifications to identify and clearly articulate complaint issues, determine risk, priority, and necessary assessment activities.
Issue statutory notices to obtain information necessary to complete comprehensive decision-making principles and maintain comprehensive case file records in accordance with legislative and organisation requirements.
Prepare correspondence and reports applying best practice administrative decision-making principles and maintain comprehensive case file records in accordance with legislative and organisational requirements.
Establish and nurture relationships with internal stakeholders to promote seamless service delivery and quality outcomes by working within the values and priorities of the OHO.
Provide ongoing input into the development and continuous improvement of complaint handling business processes and resources through sharing ideas for improvement in day-to-day work.
Participate in the conduct of quality assurance reviews of the OHO.
Perform other activities in relation to triage and assessment as directed.


The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.

Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.
APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button***