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Senior Investigator, Intake Assessment and Triage

1 month ago

Wellington City, New Zealand New Zealand Government Full time

**Mō te Tari o te Kaitiaki Mana Tangata - About the Ombudsman**:
The Chief Ombudsman works with his staff to help New Zealanders in their dealings with government agencies. The focus is on handling complaints against government agencies, undertaking investigations and inspections, and encouraging good administration. The Chief Ombudsman is independent and impartial, with the goal of fairness for all.

**Mō tō mātou tira - About the team**:
Senior Investigators in the Intake, Assessment, and Triage (IAT) team are part of the Ombudsman's Complaints Resolution Group (CRG). This group works with the Chief Ombudsman to independently investigate and review complaints about the administrative conduct and decisions of public sector agencies that affect people. This team triages work between the Ombudsman's investigative teams that focus on early resolution, or on more complex, longer investigations. This is a busy and exciting time to be part of CRG.

**Mō te tūranga - About the role**:
The primary focus of the role is on ensuring prompt and high-quality assessment and triage of complaints under the Ombudsmen Act, Official Information Act and Local Government Official Information and Meetings Act. You will also provide advice to the wider CRG, including on recommended approaches to complaints, and support and guidance to Intake and Assessment Officers and Assistant Investigators.

Together with the Manager IAT and another Senior Investigator IAT, you will play a key role in supporting and developing a strategic response to complaint trends. We are looking for an individual who can work closely with other team members to refine and enhance our current triage workflow, speed the distribution and resolution of complaints, and enhance our current trend analyses practices in order to inform and support the work of CRG and the wider Office.

This is a role for someone with a high level of technical acumen who is keen to contribute ideas, innovate and contribute to continuously improving our current processes.

**He kōrero mōu - About you**:
To be successful in this role you will have:

- A legal or other relevant tertiary qualification
- At least 3-5 years' experience in an investigative, complaint handling or dispute resolution environment, ideally with experience operating within a triage, assessment, and allocation function.
- Strong analytical abilities, excellent written and oral communication skills, and knowledge of the Ombudsman's jurisdiction and relevant legislation, including the Official Information Act 1982. The ability to motivate, mentor, guide and train staff members and to help others strengthen their knowledge and skill through timely guidance and feedback
- Proven ability to work under pressure, prioritise and deliver high quality results

**Te painga o te mahi tahi me mātou - Our benefits, what we offer**:
Becoming part of an exceptional team in a dynamic organisation, where the work is challenging and rewarding. Your development and growth will be nurtured, and your work recognised and valued.
- Genuine career progression opportunities and professional development through training and mentoring by senior members of your team.
- Flexible working options
- Competitive remuneration
- Three extra Annual Leave days after 12 months of employment
- Onsite gym and personal trainer, free to all employees
- Three paid office holidays between Christmas and New Year
- Employee Assistance Programme (EAP)

**Me pēhea te tono - How to apply**:
The Office of the Ombudsman encourages and supports all our workers to be vaccinated against COVID-19. The current position of the Office however, does not require COVID-19 vaccination as a condition of this role. Please note that the Office may, if a risk assessment identifies the need, introduce a vaccination requirement for managing an epidemic.

As the Ombudsman's role is to provide “fairness for all” New Zealanders, it is important that our staff represent New Zealanders from all walks of life. We value your individuality and how you can contribute to our team. We encourage applicants from all walks of life.

Depending on skills and experience the salary is expected to be between $103,529 and $135,882, with $129,411 being the mid-point.

Applications close **5pm, 24 November 2024.