Office of Health Ombudsman – Applicant Information Page

Windsor Group has been commissioned by the Office of Health Ombudsman to manage this important assignment. Windsor Group is a profit-for-purpose organisation providing expert advice, HR services, executive search and recruitment services for permanent and temporary/contract roles across nonprofit, commercial and government sectors.

The Office of the Health Ombudsman exists to protect the health and safety of the people of Queensland.

Our vision

A world class and trusted leader in health complaints management and regulation, driving safety and quality in health services.

Our purpose

We protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system.

The values that guide our work are: Integrity, Respect, Collaboration, Compassion and Courage.

Learn more about our values, commitments and strategic objectives

Operations, Performance and Quality (New)

The, Operations, Performance and Quality division is a newly established division which consolidates and expands on work previously performed in different teams and divisions.

The division is responsible for the oversight and management of serious and high-risk matters, as well as cross-functional operations and approaches. This also includes overseeing the operations of the Immediate Action and Monitoring and Compliance Teams, along with policy, advisory, and executive functions, and performance and quality improvement. It also manages OHO’s key stakeholder and reporting relationships, including with the Minister’s office, Parliamentary Committee, government and other statutory and regulatory bodies.

Assessment and Resolution

The division is the frontline of the OHO’s complaint management and regulatory operations for members of the public, including a dedicated phone service for consumers in prison. In addition to the receipt and triaging of all complaints, enquiries and notifications, this division facilitates the resolution of complaints between complainants and health service providers, assesses sensitive and serious complaints for further action, conducts referrals to Ahpra and other state or commonwealth entities and can facilitate privileged and confidential conciliation of complaints where possible.

Investigations

This division formally investigates complaints about practitioners, health services and systemic issues in health service delivery. These include matters that raise serious issues of public health or safety, questions of appropriate care, treatment, conduct or potential systemic issues in health service delivery. The division is also responsible for undertaking primary action/preliminary investigative activities such as witness statements, covert activities and search warrants, as well as identifying safety and quality issues in health services, and monitoring the implementation of service improvement recommendations arising from investigations.

Legal services and General Counsel

The Executive Director Legal Services and General Counsel manages a legal services team who are responsible for matters relating to unregistered practitioners, managing RTI applications, immediate action review applications and appeals, external prosecutions, and provision of legal advice across the OHO’s functions.

Director of Proceedings

The role of Director of Proceedings is identified in the Act and is responsible for deciding which matters about registered health practitioners are appropriate for referral to Queensland Civil and Administrative Tribunal (QCAT) for disciplinary action. The Director of Proceedings manages and oversees the conduct of disciplinary proceedings filed in QCAT, allocated to internal legal staff or external legal providers. The work of the Director of Proceedings is performed and supported by a Special Counsel and a legal services team.

Corporate and Strategic Services

The division supports all staff to carry out their work and achieve the OHO’s strategic objectives by providing financial, human resources, information and communication technology (including information management), communications and data and analytics services.

1. Executive Director – Operations, Performance and Quality
2. Executive Director, Investigations

You can find more information about these positions here.

Windsor Group and the Office of the Health Ombudsman are both committed to equal opportunity employment practices. We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

• 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 ***

Conditions and Benefits

Your employment conditions are set out in the Public Sector Act 2022, the Queensland Public Service Award-State 2015, and the Queensland Public Health Sector Certified Agreement (No.11) 2022. You can view further information here: https://www.forgov.qld.gov.au/pay-benefits-and-policy/directives-policies-circulars-and-guidelines/senior-executive-service-employment-conditions-directive-0923

The OHO offers the following range of benefits to its employees:

• 25 hours per week
• up to 12.75 per cent employee super contributions
• generous leave entitlements
• flexible working options
• salary packaging options

Health & Wellbeing Program including:

• annual flu vaccinations
• onsite Psychologist appointments
• access to an employee assistance program (EAP)
• an active social club

400 George Street end of trip facilities including:

• secure bike parking spaces
• e-bike charging ports
• lockers and showers
• GHD and Dyson hair styling equipment
• onsite childcare centre and cafe.

What information do I need to submit?

The following information will assist you in preparing for and applying for an advertised vacancy. You must submit the following:

• Resume: Detailing your employment history, educational qualifications and contact details
• Covering letter: This gives you the opportunity to introduce yourself and should address the success criteria in the position description.

Success Criteria

The following is a guide on how to address the success criteria:

• Use each criterion in the success criteria section as a separate heading.
• Write short statements under each heading outlining your ability to meet this criterion, providing evidence of past examples that support your statement.
• Try to ensure that you use specific work-related examples to demonstrate your experience, knowledge and skills.
• As a guide, your submission for each criterion is the ‘STAR’ method. Using this method, you break your paragraph into four sections:

What is the application process?

All applications will be assessed and those most qualified against the recruitment criteria for this appointment will be contacted by phone. Short-listed candidates will have video and/or face-to-face interviews, reference and background checks, and then successful candidates will be appointed to the relevant position.

How will applications be assessed?

Applications will be assessed according to the information and responses provided.

When will I hear if I have been successful?

We will contact you via email throughout the process with updates of how we are progressing. If you are not successful, we will let you know as soon as possible.

Do you use computer software to review applications?

No, all applications are reviewed by a recruiter.

What format would you like my application to be in?

Word format.

Will my application be confidential?

Yes.

Will you keep my details after this process is finalised?

We will ask your permission to keep your details on file.  If you don’t want us to do so, let us know and we will remove them from our system.

How will I know you have received my application?

All applications will be acknowledged by return email within one business day.

What should I do if I don’t receive an acknowledgement of my application?

First, check your junk mail or spam folder. If you haven’t received an acknowledgement within one business day, contact us via email on apply@windsor-group.com.au or call 07 3211 0001.

When do you contact referees?

We will seek your permission before contacting any referees.

Will relocations costs be covered?

This would be discussed with a successful candidate.

Will I get feedback if I’m not successful?

Yes, you will. You can also contact Windsor Group for feedback, our details are found at the bottom of this page.

I’ve reviewed all the information available here but still have questions about the process/roles. Can I speak to someone?

You can submit questions below, email admin@windsor-group.com.au to arrange for a consultant to contact you or call 07 3211 0001.