Training Contractor – Complaint Handling, Investigations, Decision Making & Administrative Law [...]

Job Description

Training Contractor – Complaint Handling, Investigations, Decision Making & Administrative Law (Public Sector) Come join our team to make a difference in the NSW public sector! Vacancy: Training contractors specialising in complaint handling and complaint management systems, investigations and fact-finding, decision-making and administrative law, in a public sector and/or funded context. Location: Predominantly virtual with some F2F at client premises. Employment: Casual About the NSW Ombudsman The NSW Ombudsman’s Office is continuing to pursue our goals of ensuring everyone in NSW is treated fairly, and that public authorities and community service providers act in ways that are lawful, reasonable and accountable. We are currently looking for a diverse range of people who share our commitment to the public interest and make a real difference by working to uplift capability in the public sector through the provision of expert training in the areas of complaint handling and complaint management systems, investigations in a public sector and/or complaint management context, and public administrative best practice and law. The Role The NSW Ombudsman’s office offers external training programs and will continue to develop and deliver new offerings as a response to sector needs and emerging areas of focus. Successful candidates would be responsible for the following role deliverables: Participating in an initial pre-delivery meeting with the client(s) to confirm their requirements, areas of focus and focuses for case studies and exercises. Delivery of the training session content via virtual or F2F methods, and engaging in the course LMS for courses with self-directed modules. Providing feedback on areas for continuous improvement of training course content and approach. Participating in quarterly trainer meetings focused on office updates, evaluating training feedback, identifying themes and suggesting and adopting improvements. Undertaking course delivery administrative tasks and reporting depending on client needs (e.g. attendance). Acting as a subject matter expert for the purpose of course review and refresh, and/or the development of new courses and content. About you Public sector and/or community service complaint handling/management experience. Experience leading teams or business units that oversee complaint handling, complaints systems and/or investigations or fact-finding activities. Experience with virtual training delivery – i.e. usage of Zoom, MS Teams and Office, LMS, etc – or proven ability to gain competence in new technology platforms quickly and effectively. Notes: Online applications must consist of: CV outlining your skills, knowledge, and experience as relevant to this role. A talent pool may be created through this recruitment process. A talent pool is a pool of applicants who have been assessed and identified as suitable for this role, and who may be considered for similar/additional roles over the next 18 months. Late applications will not be accepted. Only shortlisted applicants will be contacted. Additional Information is available at NSW Ombudsman Training For inquiries, contact the NSW Ombudsman Training & Engagement Unit via email Seniority level Mid-Senior level Employment type Other Job function Human Resources Industries Government Administration #J-18808-Ljbffr