Eoi - Resolution Coordinator (Multiple Positions)

Description:

About Us
Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.
Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'.
Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.
VCAT
The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.
Rental Dispute Resolution Victoria (RDRV) is a new and free VCAT service that will assist renters and rental providers to resolve disputes at the earliest possible point, regarding rent increases, repairs, and bond and/or compensation matters.
About the Role
The RDRV service will launch in June 2025, with a focus on resolving disputes at the earliest possible point.
Resolution coordinators are key to RDRV, and are responsible for end-to-end case management of applications, which includes undertaking mediations and facilitating discussions with parties.
In addition, Resolution Coordinators use technical expertise and knowledge and apply problem solving techniques to help parties achieve outcomes. This includes providing relevant and high-quality procedural advice to parties, arranging warm transfers to external agencies, and compliance checking and preparing cases for formal hearing (where required). This role is responsible for:
* undertaking end-to-end case management of matters from initial conversation to outcome
* analysing case details, providing information, setting expectations and helping users make informed decisions about their matters
* performing mediations and facilitated discussions with parties
* apply uxpertise and critical thinking to assess and determine appropriate resolution pathways
* providing high level customer service, engaging with users via phone and digital channels
* providing procedural advice, facilitating referrals and preparing cases for hearing, as appropriate
* contributing to continuous improvement
* maintaining up to date and accurate case management records
* developing and maintaining strong relationships with internal and external stakeholders
* exercising delegated functions at the direction of the Principal Registrar
About You
You will have a passion and energy to be part of something new and a strong desire to contribute to improvement initiatives. You will be able to demonstrate:
* ability to understand and apply complex legislation
* ability to work with and communicate effectively with a wide range of users
* experience in a service delivery environment
You will be an accredited mediator or have a willingness to be mediation trained and accredited to provide mediation services (mediation accreditation will be arranged by VCAT)
There are multiple roles available.
How to apply
Click the ‘Apply Now' button, ensuring you include the following in your application:
* resume
* a short cover letter outlining your suitability and interest in the role
Other information
CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.
We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.
We aim to create a workforce that reflects the community in which we live.
If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.