ࡱ> }|s bjbj)) G&CfCf's Z Zgggggggg8g,h,g@h@h@h@h@hiii$;@giiiii@gg@h@hHUmmmiFg@hg@hmimmJO3@hնi^Bk0Ĥ>5,j585g:iimiiiii@@kiiiiiii5iiiiiiiii ZX bf: ASSIGNMENT OF DUTIES TITLE: Complaint Information Officer CLASSIFICATION: APS Level 4 UNIT: Investigation and Conciliation Section LOCATION: Sydney SUPERVISOR: Supervisor, National Information Service DUTIES: 1. By telephone, in writing and in person, provide information to members of the public about federal human rights and discrimination law and the complaint process. 2. Provide information about the limits of the Commissions jurisdiction and refer enquirers to other government or non-government agencies for advice or assistance where appropriate. 3. Provide reasonable assistance to people to enable them to make a complaint where appropriate, including drafting statements. 4. Analyse and respond to written enquiries and prepare associated correspondence. 5. Under direction, prepare complaint notification letters, manage straightforward complaints and assist with basic research tasks as required 6. Under direction, provide information sessions on the law and the complaint process and participate in community education events as required. 7. Participate in the ongoing development of practices and procedures for the National Information Service and the Investigation and Conciliation Section as required. SELECTION CRITERIA: 1. Good communication skills (both written and oral) and an ability to communicate with clients with tact, discretion and good judgement. 2. Sound knowledge of the Commissions functions and investigation and conciliation procedures and the ability to interpret legislation. 3. Ability to represent the Commission in the community and deliver information sessions on federal human rights and discrimination law and the complaint process. 4. Sound analytical skills and an ability to undertake research and prepare correspondence and reports. 5. Ability to manage a high volume workload in accordance with identified priorities and performance standards. 6. Proficient word processing and computer skills and familiarity with computer based data systems. 7. Ability to travel as required.     Updated July 2012 鱨վ These duties are to be performed in accordance with the APS Code of Conduct and APS Values and Commission policies, including Workplace Diversity and Work Health and Safety. 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