❓ Hon Sue Ellery asks the Minister for Child Protection about complaint investigation waiting times, unallocated complaints, and staffing levels within the complaints management unit. The Minister provides partial answers and promises further detail on waiting times.
AnsweredQoN 401Legislative Council
QuestionView source ↗
DEPARTMENT FOR CHILD PROTECTION —
COMPLAINTS INVESTIGATION
401. Hon SUE ELLERY to the Minister for Child Protection:
(1) What is the current waiting time for a complaint to be
allocated to a senior complaint investigator?
(2) How many complaints are currently unallocated?
(3) How many senior complaint investigators are employed in the
complaints management unit?
COMPLAINTS INVESTIGATION
401. Hon SUE ELLERY to the Minister for Child Protection:
(1) What is the current waiting time for a complaint to be
allocated to a senior complaint investigator?
(2) How many complaints are currently unallocated?
(3) How many senior complaint investigators are employed in the
complaints management unit?
AnswerView source ↗
I thank the honourable member for some notice of this
question.
(1) I have sent this question back for more detail and I will
give the member more detail tomorrow.
(2) The total number of complaints that are not currently
allocated is 10.
(3) There are
3.5 full-time equivalent staff. Senior complaint investigators are responsible
for assessing the initial complaint and this often involves contact with the
complainant to determine the appropriate level of response—for example,
whether the complaint should be investigated in the first instance by the
district, tier 1; investigated by a senior complaint investigator, tier 2; or
whether the complainant should be referred to the Ombudsman. Other assessments
include reviewing the complaint response completed by the district; conducting
independent assessments of complaints, which may include reviewing the
department's documentation, interviewing the complainant and the staff
involved; developing resolutions to the complaint—this may be
undertaken in consultation with the district and the complainant; informing
complainants about the complaint process and the outcome, including any
resolutions identified; preparation of internal reports for the district director,
providing feedback to district director about the outcome of the complaint
investigation; identifying required actions in accordance with legislative or
policy requirements or opportunities for service improvement.
question.
(1) I have sent this question back for more detail and I will
give the member more detail tomorrow.
(2) The total number of complaints that are not currently
allocated is 10.
(3) There are
3.5 full-time equivalent staff. Senior complaint investigators are responsible
for assessing the initial complaint and this often involves contact with the
complainant to determine the appropriate level of response—for example,
whether the complaint should be investigated in the first instance by the
district, tier 1; investigated by a senior complaint investigator, tier 2; or
whether the complainant should be referred to the Ombudsman. Other assessments
include reviewing the complaint response completed by the district; conducting
independent assessments of complaints, which may include reviewing the
department's documentation, interviewing the complainant and the staff
involved; developing resolutions to the complaint—this may be
undertaken in consultation with the district and the complainant; informing
complainants about the complaint process and the outcome, including any
resolutions identified; preparation of internal reports for the district director,
providing feedback to district director about the outcome of the complaint
investigation; identifying required actions in accordance with legislative or
policy requirements or opportunities for service improvement.
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