Term: full-time, ongoing position  

Location:  Ballarat Office

The Case Coordinator – Complaints Resolution is responsible for the structured, timely, and respectful coordination of complaints escalated to Catholic Education Ballarat (CEB) from members of the school community. The role leads end-to-end coordination of each complaint, from intake and triage to resolution and closure, ensuring that matters are handled in accordance with DOBCEL policy, applicable legislation, and procedural fairness. Through effective engagement with principals, parents/caregivers, students, school staff and CEB staff, the Case Coordinator ensures that resolutions are evidence-based, clearly communicated, and appropriately documented.

Key areas of responsibility:

• Lead the coordination of complex, sensitive complaints across a diverse school system.
• Ensure timely, respectful, and policy-aligned resolution from intake to closure.
• Engage with principals, parents, caregivers, and internal experts to support procedural fairness.
• Work an organisation committed to child safety, justice, and continuous improvement.
• Apply your strengths in case coordination, stakeholder engagement, and professional communication.

Your background may include:

• Tertiary qualifications in Law, Education, Public Administration, Industrial Relations, or investigations
• Experience in school systems, government, law enforcement, or regulatory roles
• Strong digital literacy, including confident use of MS Word (tracked changes), Excel (basic formulas), and case management systems

Benefits of working with us

• generous remuneration package with access to salary packaging benefits.
• gifted leave above and beyond annual leave on an annual basis.
• opportunity for flexible working arrangements.

Key Selection Criteria

• Demonstrated experience in coordinating complex matters from intake to closure, with a strong understanding of procedural fairness and regulatory compliance.
• Strong time management skills, with the ability to manage multiple open cases concurrently, meet deadlines, and maintain accurate records.
• Proven ability to assess complaints objectively, identify information gaps, and reach sound, well-documented conclusions.
• High-level written and verbal communication skills, including experience drafting formal correspondence, briefing notes, and outcome letters.
• Ability to build rapport and manage challenging conversations while maintaining professional boundaries and reinforcing organisational position.
• Demonstrated capacity to identify and implement improvements in documentation, workflow, and stakeholder engagement practices.
• Confident use of the MS Office suite and other systems for case management (e.g. Polonious) and contribute to reporting dashboards using structured data.