Dispute Assessment Officer

Dispute Assessment Officer

About us  
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.   

The Dispute Settlement Centre of Victoria  

The Dispute Settlement Centre Victoria (DSCV) works in partnership with business units across the Department of Government Services to empower and support the Victorian community in preventing and resolving disputes appropriately. DSCV delivers timely, fair, and cost-effective dispute resolution services that reduce pressure on the judicial system and contribute to stronger, more resilient communities across Victoria. 

About the role

The Dispute Settlement Centre of Victoria provides a range of alternative dispute resolution services to the Victorian community. The role of the Dispute Assessment Officer (DAO) is to promote, conduct and deliver dispute resolution services to parties in dispute by working with parties individually and together to resolve dispute. The Dispute Assessment Officer conducts intake assessments, narrows issues and supports parties to reach a resolution through delivery of dispute resolution whilst remaining impartial and neutral.

Key accountabilities

1. Undertake the assessment and analysis of the dispute and diagnose dispute resolution requirements.
2. Provide advice to parties on options available and make recommendations using the assisted settlement processes to provide fast resolution including independently providing parties with appropriate third-party referrals as needed.
3. Encourage parties to explore potential solutions and find mutually acceptable outcomes, using a facilitative approach to resolution and ensure issues are clarified.
4. Use sound judgement to determine appropriate course of action based on evidence from all parties and relevant stakeholders pertaining to the case.
5. Organise, coordinate, or undertake mediation conferences and teleconferences as part of the dispute resolution process, including producing quality briefing documents for qualified mediators.
6. Administer all correspondence and case file notes in relevant systems in accordance with DSCV guidelines.
7. Support training and mentoring of new DAOs and DSCV staff as required.
8. Contribute to the development of Dispute Settlement Centre Victoria team projects, work plans and goals and ensure they align with the work areas vision and plan to deliver on evolving organisation priorities.

Key selection criteria

1. Flexibility and Adaptability: Accept changed priorities without undue discomfort. Responds quickly to changes. Comfortable working in collaboration with teams outside of own organisation.
2. Working Collaboratively: Build a supportive and cooperative team environment; engages other teams to share information in order to understand or respond to issues; support others in challenging situations.
3. Promote Inclusion: Pays attention to words, expression and body language; recognises behaviours that promote a culture of inclusion. Hold self and team accountable towards being inclusive to individuals from diverse backgrounds. Takes corrective actions when behaviours displayed do not promote an inclusive workplace.
4. Innovation and Continuous Improvement: Seeks opportunities for continuous improvement and ways to innovate; offers suggestions and ideas, encourages others to do the same; leverage on existing continuous improvement systems and procedures to improve outcomes, quality and efficiency of work; creates space for learning and innovation by seeking for input and feedback from others.
5. Critical Thinking and Problem Solving: Resolves issues through deep understanding or interpretation of existing guidelines. Where guidelines are not available, analyses ideas available and takes action through self, or in consultation with others to resolve problems. If required, determine additional information needed to make informed decisions. Applies critical thinking and problem solving concepts in the right context.
6. Influence and Persuasion: Consistently adapts the content, style, message or tone of a presentation to suit the audience and plans how to tackle objections; applies own ideas by linking them to others’ values, needs and goals.
7. Managing Difficult Conversations: Listens to and acknowledges that the concerns of others have been heard; clarifies problems; seeks options to resolve conflict.
8. Knowledge Management and Business Continuity: Implements and support others to apply knowledge management and business continuity practices in day to day work

Technical expertise  

• Demonstrated experience in a high-volume case management environment
• Experience in the assessment of disputes, case management and dispute resolution techniques.
• National Mediator Accreditation and conciliation experience is desirable
• Experience resolving disputes is highly desirable.