Job description
Agency Office of the Ombudsman Work unit Ombudsman Operations
Job title Resolution Officer Designation Administrative Officer 4
Job type Full time Duration Ongoing
Salary $75,091 - $85,611 Location Darwin
Position number 2889 RTF Closing 26/01/2026
Contact officer Jodie Terrington, Senior Investigation Officer on or
About the agency
Apply online
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR
TERTIARY QUALIFICATIONS.
Information for applicants – inclusion and diversity and Special Measures recruitment plans
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates
people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment
process or job, please discuss this with the contact officer. For more information about applying for this position and the
merit process, go to the OCPE website.
Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures
plans, go to the OCPE website.
Primary objective
Support the Ombudsman to improve government administration by acting as the first point of contact for members of the
public wishing to lodge a complaint about a public body or public officer. Assess, resolve, refer or otherwise deal with
complaint matters as appropriate and provide administrative support within the Ombudsman's Office.
Key duties and responsibilities
1. Assist members of the public with their enquiries and complaints about NT and local government administration and
public officer conduct, including how to make an effective complaint to the Ombudsman or another entity.
2. For matters within jurisdiction, identify the issues of complaint and liaise directly with complainants and agencies to
obtain relevant facts and background information. Assess the information received and, where appropriate, take steps
to resolve the complaint or refer to a senior officer for consideration.
1. Case-manage complaints in the office's case management database and prepare assessment reports and
correspondence to members of the public, agency delegates and legal representatives as required.
1. Take part in the office's community engagement activities and assist with the training of public officers.
2. Provide support for other office functions including freedom of information and privacy, and undertake administrative
tasks, including processing incoming/outgoing mail, minute taking and agenda writing as directed.
Selection criteria
Essential
Demonstrated ability to:
1. work effectively in a busy complaint-handling or frontline service environment, exercising attention to detail and
employing sound judgement.
2. interact respectfully with people from diverse cultures and backgrounds, and maintain composure, objectivity, and
professionalism when faced with challenging complainant behaviour.
3. conduct targeted research (including laws, policies, and practices) to quickly acquire subject matter knowledge.
4. clearly communicate complex information both verbally and in writing in a format tailored to the recipient.
1. carry out administrative duties, including utilising IT systems to accurately record information and manage cases.
2. work well individually and within a small team environment, displaying flexibility and resilience, to meet individual and
team objectives.
Desirable
1. Knowledge and understanding of the structures and functions of government, and government agencies within the NT.
2. Familiarity with corporate governance and regulatory compliance frameworks within the public sector environment.
Further information
Appointment is dependent on not having a serious relevant criminal conviction, and subject to satisfactory completion of a
suitability and probity check and not having prohibitive conflicts of interest.