Commonwealth Ombudsman

OFFICE OF THE COMMONWEALTH OMBUDSMAN

Level 5, Childers Square, 14 Childers Street, Canberra, ACT 2600 ombudsman.gov.au human.resources@ ombudsman.gov .au

What is the main focus of the organisation? The purpose of the Office of the Commonwealth Ombudsman (the Office) is to: • provide assurance that Australian Government entities and prescribed private sector organisations that the Office oversees act with integrity and treat people fairly; and • influence systemic improvement in public administration in Australia by promoting best practice in complaint handling and acting as an industry leader.

What is an interesting piece of work that the Office has recently engaged in? In January 2022, the Office released the report The Department of Veterans’ Affairs’ communication with veterans making claims for compensation. The investigation examined the appropriateness of the Department of Veterans’ Affairs’ (DVA) administrative framework to support its communication with veterans making claims for compensation for injuries or conditions related to their service, including DVA’s approach to communicating with and assisting at-risk veterans. While this investigation did not identify any significant concerns about DVA’s policy and procedural framework for managing communication with veterans during the claim process, eight opportunities for improvement were recommended. All eight recommendations were accepted by DVA. The full report can be found on our website. What kind of work do employees at the Office do? The Office ensures administrative action by Australian Government agencies is fair and accountable by handling complaints, conducting investigations, performing audits and inspections, encouraging good administration and undertaking other specialist functions. The Office influences improvement in public administration in the region through collaboration with partner agencies. The Commonwealth Ombudsman performs the following specialist roles: • Defence Force Ombudsman; • Postal Industry Ombudsman; • Overseas Students Ombudsman; • Private Health Insurance Ombudsman; • Immigration Ombudsman; • Law Enforcement Ombudsman; and • VET Students Loans Ombudsman. • The Commonwealth Ombudsman is also the

ACT Ombudsman. Staff are exposed to a wide range of legislation, policy, and procedures from a range of different agencies, including those with responsibilities for policy development and those charged with service delivery. For more information about what we do, visit ombudsman.gov.au/what-we-do.

How does the Office seek its employees? Positions are advertised when vacancies become available in the Office. All employment opportunities at the Office are subject to the Australian Public Service employment rules. Interested applicants should read the job advertisement carefully. Job packages can be downloaded from our website and will contain all relevant information. For a list of current vacancies, visit ombudsman.gov. au/what-we-do/careers/current-vacancies.

What qualities does the Office look for in graduates? We employ people from a variety of professional backgrounds that enables our workforce to be innovative and successful. We value integrity, impartiality, honesty and service. Our staff are expected to maintain confidentiality. Other qualities we look for include; • strong analytical skills and problem-solving skills; • strong written and verbal communication skills; • a strong customer focus, including confidence and resilience when engaging with difficult or sensitive matters; • the ability to effectively manage a high-volume workload (both individual and team), adapt to changing priorities, and ensure compliance with legislative frameworks and internal guidance and timeframes. Does the Office offer any opportunities to students who are still studying, and how can individuals apply? The Office is committed to supporting employees undertaking formal studies that are relevant to both the employee’s career and to the Office, as outlined in the Office of the Commonwealth Ombudsman Enterprise Agreement.

Does the Office offer any opportunities for graduates, and how can individuals apply? The Office engages employees through the Australian Government Graduate Program (via the Attorney-General’s Department) and the Indigenous Graduate Pathways Programs. When these opportunities are available they will be listed on the Australian Public Service Gazette and on our website.