Job Description

Job Title : ENQUIRIES OFFICER (Code- 2905)


Experience: - Years

Job Description / Responsibilities:

1. PURPOSE

The incumbent is responsible for providing frontline administrative and customer service support within the Staff & Salaries Section of the Human Resources Management Division. The position is responsible for receiving, investigating, and responding to staff enquiries relating to salaries, allowances, deductions, leave entitlements, promotions, transfers, appointments, retirements, and other personnel matters. The role contributes to efficient service delivery, employee satisfaction, and compliance with RPNGC human resource policies and procedures.

2. DIMENSIONS

Financial: N/A
Staff: N/A.
Others: Responsible for liaising with Staff & Salaries Officers, HR Officers, Finance Division, Provincial Commands, Directorates, and Government agencies to resolve personnel and payroll-related enquiries.

3. PRINCIPLE ACCOUNTABILITIES

  • Provide accurate and timely responses to staff enquiries relating to salaries, entitlements, appointments, promotions, transfers, leave, retirement, and separation matters.
  • Investigate and resolve salary and personnel discrepancies in consultation with relevant officers and divisions.
  • Maintain accurate records of enquiries, complaints, and resolutions.
  • Assist in verifying personnel and payroll records to ensure accuracy and compliance.
  • Support the implementation of HR and payroll policies, procedures, and service standards.
  • Contribute to efficient and responsive HR service delivery across the Constabulary.

4. MAJOR DUTIES

  • Manage staff & salary enquiries, respond to enquiries and provide guidance on salaries, entitlements, HR policies, and employment conditions.
  • Investigate and resolve personnel issues, Identify and address salary discrepancies, personnel record issues, and outstanding cases in consultation with relevant stakeholders.
  • Maintain accurate personnel records, Update and manage enquiry registers, databases, personnel files, and related documentation.
  • Support personnel and payroll administration, verify records, process personnel documentation, and assist with audits, reconciliations, and compliance activities.
  • Ensure compliance and service standards, Apply RPNGC policies and procedures while promoting accountability, consistency, and transparency in HR and salary administration.
  • Enhance customer service and reporting, deliver quality customer service, prepare reports, recommend process improvements, and support staff awareness initiatives.

5. NATURE AND SCOPE

The position serves as a key contact point for members seeking assistance with salary and personnel matters. The Enquiries Officer is responsible for ensuring enquiries are addressed professionally, accurately, and within established service standards. The role requires sound knowledge of HR policies, payroll processes, record management, and customer service principles.

 

5.1 WORKING RELATIONSHIP

(a) Internal

Senior Staff & Salaries Officer, Staff & Salaries Officers, Human Resource Officers, Finance Division, Provincial Police Commands, Directorates and Sections within RPNGC

(b) External

Department of Personnel Management, Department of Treasury, Department of Finance, Banking institutions, Superannuation providers and Government agencies and stakeholders

5.2 WORK ENVIRONMENT

The position based at PHQ and operates within the Staff & Salaries Section under the supervision of the manager personnel services. The role involves frequent interaction with police personnel and stakeholders, requiring professionalism, confidentiality, and effective communication.

6. CONSTRAINTS FRAMEWORK AND BOUNDARIES

6.1 Rules/procedures

Police Act, Constabulary Standing Orders, Public Service (Management) Act, Public Finance (Management) Act, PNG Government General Orders, Public Service Code of Conduct and Ethics, and Human Resource Management Policies and Procedures

6.2 Decisions

Exercises limited decision-making authority within approved policies and procedures. Complex matters are referred to the Senior Staff & Salaries Officer.

6.3 Recommendations

• Provides recommendations on service delivery improvements, record management practices, and resolution of recurring staff enquiries.

7. CHALLENGES

  • Managing a high volume of staff enquiries while maintaining service quality and timeliness.
  • Resolving complex personnel and salary-related issues involving multiple stakeholders.
  • Ensuring accuracy and confidentiality of employee information.
  • Maintaining updated knowledge of HR and salary policies and procedures.
  • Supporting organizational reforms and continuous service improvement initiatives.

8. QUALIFICATIONS, EXPERIENCES AND SKILLS

(a) Qualifications

  • Posses an appropriate Certificate or Diploma in Human Resource Management, Public Administration, Business Studies, Accounting, Management, or related field. Grade 12 certificate or equivalent. Relevant qualifications accepted by the Commissioner, RPNGC, and Secretary, Department of Personnel Management.

(b) Knowledge

  • Human Resource Management policies and practices.
  • PNG Government General Orders and Public Service Regulations.
  • Public Service (Management) Act.
  • Public Finance (Management) Act.
  • Police Act and Constabulary Standing Orders.
  • Payroll systems, employee entitlements, and personnel administration.
  • Public Service Code of Conduct and Ethics.

(c) Skills

  • Strong customer service and enquiry management skills.
  • Effective verbal and written communication skills.
  • Records management and administrative skills.
  • Computer literacy, including HR information systems and Microsoft Office applications.
  • Analytical and problem-solving skills.
  • Attention to detail and confidentiality in handling personnel information.

(d) Work Experience

  • At least two (2) years experience in Human Resources, payroll administration, personnel administration, customer service, or related administrative work.
  • Experience in the Public Service or a disciplined services organization is desirable.
  • Demonstrated experience in handling enquiries, records management, and client service delivery.

Educational Qualification:

Job Type:

Full Time

Working Hours:

hours weekly

Language Requirements:

English

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