Team Leaders & Complex Case Manager (EOI)

About the Position

Thisadvertisment covers three APS5 roles within the Dispute Resolution& Support Services Branch (Branch) which is the Fair WorkCommissions (the Commission) face of frontline servicedelivery.

Complex CaseManager role sits within the Workplace Disputes Team ofthe Dispute Resolution and Support Services Branch(Branch).

The primarypurpose of the Complex Case Manager is to effectively managecomplex Fair Work Commission (Commission) cases prior to Memberallocation as part of a team. They also support the WorkplaceDisputes Manager in the day to day running of the team. This is ahigh performing team responsible for meeting or improving on keyorganisation KPIs for the efficient and trauma informed casemanagement of anti-bullying sexual harassment and right todisconnect dispute addition the Complex CaseManager mayalsoassistwithonsiteissuesrelating to building and facilities management finance humanresourcesworkhealth &safety (WHS)andInformation Technology (IT).Theteamprovidescollaborative andflexiblesupportto internal teams within the branchandexternal clients by attending to the publiccounterandotherdutiesasnecessary.

TeamLeader Client Services role sits within the ClientServices Team of the Dispute Resolution and Support Services Branch(Branch).

The primarypurpose of the role is to deal with complex or escalated enquiriesand support and guide Client Services Representatives who areresponsible for handling telephone written and face to facecounter enquiries from members of the public entering applicationsto the Fair Work Commission (Commission) into a case managementsystem and administering applications for legal advice to theCommissions Workplace Advice Service. The Team Leader assistsmanagers with allocating work setting rosters assisting withreporting and monitoring workloads. They are senior team membersand subject matter experts who provide training and mentoring tojunior team members and help maintain up-to-date training materialsand procedures. Team Leadersmayhelpcoordinateonsite functionsandact as a localliaison point forbuilding and facilities management financehuman resourcesworkhealth &safety(WHS)and Information Technology (IT).

TeamLeader Dismissal Disputes role sits within the DisputeResolution Support Team of the Dispute Resolution and SupportServices Branch (Branch).

The primarypurpose of the role is to deal with complex or escalated mattersand support and guide Case Managers in effectively managing FairWork Commission (Commission) dismissal cases before informaldispute resolution or allocation to a Member. Dismissal case typesinclude unfair dismissal and general protections dismissalapplications. The Team Leader assists managers with allocatingwork setting rosters assisting with reporting and monitoringworkloads. They are senior team members and subject matter expertswho provide training and mentoring to junior team members and helpmaintain up-to-date training material and procedures. TeamLeadersmay help coordinate onsite functions and act as alocal liaison point forbuilding and facilities managementfinance human resources work health & safety (WHS)andInformation Technology (IT).They and their teams also supportexternal clients by attending to the public counter and other faceto face interaction with clients.

Duties

Dutiesperformed by Complex Case Manager

• Follow established processes and procedures to manage cases with a high level of specialist professional and technical expertise and apply trauma informed practices to ensure Commission clients receive complete timely and accurate information on their case prior to allocation.
• Proactively self-manage a caseloadwitha high levelof attention to detailto achieve performance expectations and deliver KPIs by using the Commissions case management system to:
  • process and serve applications
  • file and respond to client correspondence and
  • complete data entry to maintain accurate and compliant records.
• Exercise individual discretion to draft case reports and proposals for complex enquiries which require the attention of a Commission Member.
• Support the Workplace Dispute Manager in managing daily workflow of the team and to deliver Branch objectives.
• Contribute to strategic solutions to optimise internal processes and problem solve issues for internal and external stakeholders to achieve effective outcomes in Commission cases.
• Create productive relationshipswith internal and external stakeholdersincluding statutoryofficeholders.
• Maintain an excellent working knowledge of theFair Work Act 2009.
• Work collaboratively and flexibly in support of Branch objectives including by performing other duties as directed.
• Uphold and promote an inclusive healthy and safe working environment modelling and promoting ethical behaviour and practices consistent with the APS Code of Conduct and Values.

Duties performed by Team Leader ClientServices

• Provide high quality empathetic client service with minimal direction including manage complex or escalated client enquiries and issues regarding applications made to the Commission including dealing with parties with special needs or enquiries with complex histories.
• Provide specialist support toa geographically dispersed team to deliverstrong performanceandexcellent service to the Commissions clients includingby providingteam members withtechnical guidance trainingandfeedback and managing escalations.
• Support managers in deliveringteamobjectivesincludingassistingwith workflow management work allocation settingrostersand reporting.
• Use case management systems witha high levelof attention to detail and accuracy tomaintaincompliant records.
• Provide expertpracticaland impartial advice and support to Commission Members the General Manager and senior leadership.
• Collaborate with team members and managers to solve problems and apply improvements to processes.
• Maintain an excellent working knowledge of theFair Work Act 2009.
• Uphold and promote an inclusive healthy and safe working environment modelling and promoting ethical behaviour and practices consistent with the APS Code of Conduct and Values.
• Work collaboratively and flexibly to support the branch to deliver objectives including by performing other duties when required.

Duties performed by Team Leader ClientServices

• Provide high quality empathetic client service with minimal direction including manage complex cases including dealing with parties with special needs or cases with complex histories.
• Provide specialist support to a geographically dispersed team to deliverstrong performanceandexcellent service to the Commissions clients includingbyprovidingtechnical guidance training and feedback and managing escalations.
• Supportmanagers to deliver teamobjectivesincluding byassistingwith workflow management work allocation setting rosters and reporting. Use case management systems witha high levelof attention to detail and accuracy tomaintaincompliant records.
• Provide expertpracticaland impartial advice and support to Commission Members the General Manager and senior leadership.
• Contribute to strategic solutions to optimise internal processes and problem solve issues for internal and external stakeholders to achieve effective outcomes in Commission cases.
• Maintain an excellent working knowledge of the Fair Work Act 2009.
• Work collaboratively and flexibly to support the branch to deliverobjectives including by performing other duties whenrequired.
• Uphold and promote an inclusive healthy and safe working environment modelling and promoting ethical behaviour and practices consistent with the APS Code of Conduct and Values.

How to Apply

The PositionDescription (PD) is attached at the bottom of this advertisementwhich will provide you with further information.

Yourapplication must consist of the following requirements:

• A statement of claims of no more than 800 words outlining how your skills and/or experience relevant to the advertised role using the Our ideal candidate section as your basis.
• A resume detailing your recent employment history relevant to this position.

Pleasenote: all three positions are being advertised under asingle vacancy. Applicants should submit one application only andspecify which role(s) they wish to be considered for as part of theapplication process.

Submit yourapplication via the Commissions online e-recruitment system bySunday 30 August at 11:45 pm(AEST).

If you havequestions regarding this role please contact Dijana Sarenac or (03)or send an email to theRecruitment Team

Additional Information

Non-ongoingemployees if you are the successful applicant for the aboveposition a new contract may be issued which will supersede allcurrent employment contracts.