Assistant Director Strategic Investigations (NSO)
Office of the Commonwealth Ombudsman – Sydney NSW
The National Student Ombudsman (NSO) is the primary escalation complaints body for higher education students enrolled at a TEQSA-registered provider. Independent and impartial, the NSO handles complaints about the administrative actions of higher education providers when students are not satisfied with their provider's response. The NSO assists students where a provider's action has been unfair or unreasonable, and is responsible for complaints about administrative actions such as policies and processes, course/HELP administration, reasonable adjustments, as well as student safety and welfare, including gender‑based violence and other forms of sexual violence.
* Administrative actions of higher education providers such as policies and processes, course/HELP administration and reasonable adjustments for students.
* Student safety and welfare, including gender‑based violence and other forms of sexual violence.
The NSO uses a trauma‑informed approach to complaint handling and offers restorative engagement where appropriate. It is organized into five teams: Complaints, Investigations, Conciliation and Restorative Engagement, Strategic Investigations, and Outreach & Education.
For more information about the NSO and its work, please visit our website.
About the Strategic Investigations team
The Strategic Investigations team conducts investigations and inquiries into serious and systemic issues in administrative practices identified within the higher education sector. The focus of these investigations and associated reports is to influence systemic improvement. This includes investigations initiated on the Ombudsman's own initiative not tied to a single complaint.
The team plays an important role in identifying key areas for sector reform and informing the Ombudsman, supporting recommendations and reporting on the results of investigations. It also monitors and assesses provider implementation of recommendations and collaborates with the other teams to detect emerging trends and systemic issues.
Our ideal candidate
* Strong knowledge/experience in:
o Applying analytical and problem‑solving skills in investigations or government program review contexts, identifying emerging issues and trends, analysing data and reports, and developing practical options/recommendations.
o Using strong writing skills to develop complex, audience‑focused reports (investigation reports, government program review reports) and preparing timely, accurate written advice, submissions and briefings.
o Applying trauma‑informed principles in day‑to‑day work.
* Strong people skills and experience:
o Leadership and mentoring, managing a geographically dispersed team and providing constructive feedback.
o Interpersonal skills and ability to develop and manage a range of stakeholder relationships.
o Organisational and time‑management skills.
o Professional judgement and sound decision‑making under pressure.
o Ability to lead staff through change.
The key duties of the position include:
This role offers an opportunity for a leader to oversee strategic investigations into complex topics within the higher education sector and prepare investigation reports that improve and reform higher education administration. The Assistant Director will lead investigations into gender‑based violence related matters and work with the broader branch.
Duties are performed under broad supervision and in accordance with the APS Code of Conduct, upholding APS values and the office values of independence, impartiality, integrity, accessibility and professionalism.
Responsibilities include but are not limited to:
* Leading own‑motion investigations and other projects; managing an investigations team to analyse information from complaints, stakeholder engagement, and other sources; developing persuasive approaches to influence outcomes and public administration improvement.
* Overseeing monitoring, assessment and reporting on provider implementation of the NSO's external recommendations and suggestions.
* Producing accurate, evidence‑based reports that clearly communicate findings and highlight areas for reform.
* Leading development of internal guidance materials (briefings, reports, submissions, guidelines, presentations, online content) to support the NSO's investigative functions.
* Developing and delivering staff training on investigative practices and recommendation development.
* Leading building and maintenance of internal and external stakeholder relationships and representing the NSO at meetings, conferences and outreach activities.
Eligibility
The successful candidate must:
* Be an Australian citizen.
* Undergo a National Criminal History records check.
* Be willing to undergo a pre‑employment psychological assessment.
Some areas of the Office's work involve exposure to potentially distressing information and materials. We require candidates to be confident they can engage with this work without harm to their wellbeing.
Notes
For questions about the recruitment process, please contact:
Zachary Cronau – Director Strategic Investigations
Email: **************@ombudsman.gov.au
Phone: 4***
For questions regarding our eRecruit system please contact *************@ombudsman.gov.au
Please note the Office of the Commonwealth Ombudsman will be closed between 24 December 2025 – 1 January 2026. Questions regarding this role will be responded to on or after 2 January 2026.
Getting to know the Commonwealth Ombudsman
The purpose of the Office is to:
* Provide assurance that the Australian Government entities and prescribed private sector organisations act with integrity and treat people fairly.
* Influence enduring systematic improvement in public administration in Australia and the Pacific region.
The Office does this through handling complaints, conducting investigations, performing audits and inspections, and encouraging good administration. It also influences improvement in public administration in the Pacific region through collaboration with partner entities. The Office is statutorily independent within the Attorney‑General's portfolio with various specific powers and functions.
Further information about the Office is available at the Commonwealth Ombudsman website.
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