The Dispute Settlement Centre of Victoria
The Dispute Settlement Centre Victoria (DSCV) works in partnership with business units across the Department of Government Services to empower and support the Victorian community in preventing and resolving disputes appropriately.
DSCV delivers timely, fair, and cost-effective dispute resolution services that reduce pressure on the judicial system and contribute to stronger, more resilient communities across Victoria.
About the role
The Conciliation Officer role will primarily be working in newly established Retirement Villages Conciliation Scheme (RVCS).
The role of a Conciliation Officer is to provide expert guidance and management in the assessment and handling of conflicts between parties, leveraging specialist knowledge to evaluate, advise, and oversee complex cases. Conciliation Officers conduct comprehensive case assessments, identify and clarify key issues, and prepare formal recommendations and notices for parties. They work with parties individually and collectively to resolve disputes, ensuring processes are impartial, fair, and compliant with relevant frameworks.
Conciliation Officers also serve as subject-matter experts, supporting less experienced staff, informing policy and procedural improvements, and contributing to the development of best-practice approaches for managing and resolving conflicts.
There are multiple Ongoing positions available.
Key accountabilities include
- Lead the assessment and analysis of complex disputes, diagnosing dispute resolution requirements and identifying risks, trends, and systemic issues to inform organisational strategies, while maintaining impartiality and neutrality.
- Provide high-level, expert advice to parties and stakeholders on resolution options, facilitating efficient and effective resolution pathways, including independent referral to specialist services where required.
- Facilitate and guide parties towards mutually acceptable outcomes using advanced negotiation and facilitation techniques, ensuring clarity of issues and supporting constructive dialogue.
- Exercise expert judgment and decision-making in determining appropriate courses of action, incorporating documentation from multiple parties, stakeholders, and relevant organisational policies.
- Plan, coordinate, and lead complex conciliation conferences, including the preparation of comprehensive briefing materials and formal recommendations, as well as ensuring processes meet organisational standards.
- Oversee and maintain high-quality case management practices, including accurate recording of correspondence and case notes in relevant systems, ensuring compliance with DSCV policies and guidelines.
- Provide mentorship, coaching, and training to DSCV staff as required, fostering capability development and promoting best practice across the team.
- Contribute to ongoing program development, supporting team and organisational initiatives to improve dispute resolution services, align with the DSCV vision, and respond to emerging priorities.
About you
To be considered for the role, you must be able to demonstrate:
- Influence and Persuasion: Consistently adapts the content, style, message or tone of a presentation to suit the audience and plans how to tackle objections; applies own ideas by linking them to others’ values, needs and goals.
- Interpersonal Skills: Sees things from another’s point of view and confirms understanding; understand motivations, needs and wants of stakeholders and their impact on service delivery; tailor communications according to audience and/or audience preference.
- Critical Thinking and Problem Solving: Resolves issues through deep understanding or interpretation of existing guidelines. Where guidelines are not available, analyses ideas available and takes action through self, or in consultation with others to resolve problems. If required, determine additional information needed to make informed decisions. Applies critical thinking and problem-solving concepts in the right context.
- Flexibility and Adaptability: Accept changed priorities without undue discomfort. Responds quickly to changes. Comfortable working in collaboration with teams outside of own organisation.
- Working Collaboratively: Build a supportive and cooperative team environment; engages other teams to share information in order to understand or respond to issues; support others in challenging situations.
- Managing Difficult Conversations: Listens to and acknowledges that the concerns of others have been heard; clarifies problems; seeks options to resolve conflict.
- Innovation and Continuous Improvement: Seeks opportunities for continuous improvement and ways to innovate; offers suggestions and ideas, encourages others to do the same; leverage on existing continuous improvement systems and procedures to improve outcomes, quality and efficiency of work; creates space for learning and innovation by seeking for input and feedback from others.
- Promote Inclusion: Pays attention to words, expression and body language; recognises behaviours that promote a culture of inclusion. Hold self and team accountable towards being inclusive to individuals from diverse backgrounds. Takes corrective actions when behaviours displayed do not promote an inclusive workplace.
Technical expertise
- Demonstrated experience in a high-volume case management environment
- Experience in the assessment of disputes, case management and dispute resolution techniques.
Highly desirable
- Tertiary qualification in a related area.
- National Mediator Accreditation and conciliation experience.
- Experience resolving disputes.
For specific responsibilities please review the attached position description.
This position is only open to applicants with relevant rights to work in Australia.
How to apply
Apply before the advertised closing date 11:59pm on Sunday, 08th March 2026. All applications should include:
· a resume; and
· a cover letter which addresses the key selection criteria (within three pages)
Other relevant information
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.
Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.
DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.